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Information
| Unit | KOZAN VOCATIONAL SCHOOL |
| Code | BVS133 |
| Name | Customer Relationship Management |
| Term | 2025-2026 Academic Year |
| Semester | 1. Semester |
| Duration (T+A) | 2-1 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2.5 National Credit |
| Teaching Language | Türkçe |
| Level | Belirsiz |
| Type | Normal |
| Label | GC General Culture Courses E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. Dr. Merve EKİCİ |
| Course Instructor |
The current term course schedule has not been prepared yet.
|
Course Goal / Objective
Knowing the customer is to understand and develop customer relations management in line with needs and expectations. Also, to minimize customer complaints and manage potential customer complaints correctly to gain competitive advantage, to try to increase efficiency and profitability. To ensure that information on current and developing technologies used in customer relations management applications is acquired.
Course Content
The content of this course includes knowledge and skills that will enable you to define customer relationship management, explain traditional marketing and its focus, express the difference between market share and customer share, and reveal misconceptions about customer relationship management.
Course Precondition
No
Resources
Customer Relationship Management, Prof.Dr.Hülya Bakırtaş, 2021, Ekin Publishing House
Notes
https://ets.anadolu.edu.tr/storage/nfs/PZL208U/ebook/PZL208U-13V3S1-8-0-1-SV1-ebook.pdf
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Learn the purpose and benefits of customer relationship management |
| LO02 | Gains control over the customer relationship management process. |
| LO03 | Builds healthier and stronger relationships with customers. |
| LO04 | Designs results-oriented actions based on customer data. |
| LO05 | Determines actions that will increase customer loyalty. |
| LO06 | Understands the customer complaint management process. |
| LO07 | Explains customer value. |
| LO08 | List the reasons for failure in customer relationship management. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Students have current theoretical knowledge in basic level related to Banking and Insurance. | 5 |
| PLO02 | Bilgi - Kuramsal, Olgusal | Students have current practical knowledge at basic level related to Banking and Insurance. | 4 |
| PLO03 | Bilgi - Kuramsal, Olgusal | Students are able to use the basic level theoretical and practical knowledge in the field of Banking and Insurance in a field of advanced education or at the same level. | |
| PLO04 | Bilgi - Kuramsal, Olgusal | Defines the basic knowledge and skills related to the banking and insurance profession. | 5 |
| PLO05 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Works independently and defines responsibilities on basic level issues related to the banking and insurance profession. | |
| PLO06 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Demonstrates responsibility as a team member to solve complex and unforeseen problems encountered in applications related to the banking and insurance profession. | |
| PLO07 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Organizes activities for the development of employees under her responsibility within the framework of a project. | |
| PLO08 | Yetkinlikler - Öğrenme Yetkinliği | Sorts their own knowledge and skill level critically, identifies their learning needs. | |
| PLO09 | Yetkinlikler - Alana Özgü Yetkinlik | Raises professional development to a higher level. | 5 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Students have the awareness of lifelong learning. | |
| PLO11 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Expresses his/her thoughts through written and verbal communication at the level of basic knowledge and skills on banking and insurance profession. | 5 |
| PLO12 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Know a foreign language at basic level, follow the information related to the profession and communicate with colleagues in a foreign language. | |
| PLO13 | Beceriler - Bilişsel, Uygulamalı | Understands computer operating systems, office applications, information and communication technologies. | |
| PLO14 | Yetkinlikler - Alana Özgü Yetkinlik | It has social, scientific, cultural and ethical values in the stages of collecting, implementing and announcing the data related to the field. | |
| PLO15 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | The history of our republic, basic values, the universality of social rights, social justice, quality and cultural values, environmental protection, occupational health and safety has sufficient consciousness. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction to customer relationship management | Preparation of the relevant topic from the recommended source. | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 2 | Defining customer relationships | Preparation of the relevant topic from the recommended source. | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 3 | Creation, management and use of customer data | preparation of the relevant topic from the recommended source. | Öğretim Yöntemleri: Anlatım, Tartışma |
| 4 | Management of customer portfolio | preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 5 | Customer relationship management and customer experience | Preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 6 | The process of creating value for customers | Preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Beyin Fırtınası |
| 7 | Customer acquisition, customer retention and development strategies | Preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Beyin Fırtınası |
| 8 | Mid-Term Exam | Preparation from the textbook | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Management of supplier and partnership relationships | Preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 10 | Management of investor and employee relations | preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Soru-Cevap, Tartışma, Alıştırma ve Uygulama |
| 11 | Network management in customer relationship management performance | preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Soru-Cevap, Anlatım |
| 12 | Information technologies in customer relationship management | preparation of the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 13 | Automation of sales unit, marketing and services | Preparing the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 14 | Customer relationship management project examples | Preparing the relevant topic from the recommended source | Öğretim Yöntemleri: Alıştırma ve Uygulama, Anlatım |
| 15 | The importance of customer relationship management in the banking sector | Preparing the relevant topic from the recommended source | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 16 | Term Exams | Preparation from the textbook | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Preparation from the textbook | Ölçme Yöntemleri: Yazılı Sınav |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 3 | 42 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 1 | 2 | 2 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 5 | 5 |
| Final Exam | 1 | 10 | 10 |
| Total Workload (Hour) | 87 | ||
| Total Workload / 25 (h) | 3,48 | ||
| ECTS | 3 ECTS | ||