| Course Type | Elective Course |
|---|
| Course Level | Bachelor's Degree |
|---|
| Year of Study | - |
|---|
| Semester | - |
|---|
| ECTS | 3 |
|---|
| Name of Lecturer(s) |
- |
| Learning Outcomes |
At the end of this course, the students;
- Dominates the customer relationship management process.
- Know consumer behavior, recognize customer types and develop appropriate approaches.
- Understands the programs of holding the customer and winning the lost customer.
- Recognize customer value management process.
- Recognizes customer loyalty programs.
|
| Mode of Delivery | Face to face |
|---|
| Prerequisites | No |
|---|
| Recommended Optional Programme Components | None |
|---|
| Course Description | Customer relationship management concept, objectives, phases, success principles and benefits are taught. The relationship between the concepts of customer satisfaction, loyalty and customer value is conveyed between the concepts of service, service marketing and customer service. Customer relationship concepts and customer relationship management and measurement methods are also taught. |
|---|
| Course Contents |
| WEEK |
TOPICS |
|
1st Week |
Customer relations concept and characteristics |
|
2nd Week |
New dimensions in customer relations |
|
3rd Week |
Creating value for the customer |
|
4th Week |
Communication with customers |
|
5th Week |
Online consumer behavior and traditional consumer behavior |
|
6th Week |
Customer service |
|
7th Week |
Customer acquisition |
|
8th Week |
Midterm |
|
9th Week |
Customer retention |
|
10th Week |
Focus groups in customer relations |
|
11th Week |
Creating customer value |
|
12th Week |
Customer satisfaction |
|
13th Week |
Customer complaints |
|
14th Week |
Organizational culture |
|
15th Week |
Final Exam |
|
| Recommended or Required Reading | 1. Journal of Marketing World.
2. PI (Marketing and Communication Culture Magazine). |
|---|
| Planned Learning Activities and Teaching Methods |
- Lecture
- Discussion
- Questions/Answers
- Practice
- Project
- Presentation
|
|---|
| Assessment Methods and Criteria |
|
Quantity |
Percentage (%) |
| Mid-term |
1 |
30 |
| Assignment |
1 |
10 |
| Total(%) |
|
40 |
| Contribution of In-term Studies to Overall Grade(%) |
|
40 |
| Contribution of Final Examination to Overall Grade(%) |
|
60 |
| Total(%) |
|
100 |
|
| ECTS Allocated Based on Student Workload |
| Activities |
Quantity |
Duration (Hour) |
Total Workload (Hour) |
| Midterm exam |
1 |
1 |
1 |
| Preparation for Quiz |
2 |
2 |
4 |
| Individual or group work |
2 |
5 |
10 |
| Preparation for Final exam |
1 |
15 |
15 |
| Course hours |
14 |
2 |
28 |
| Preparation for Midterm exam |
1 |
15 |
15 |
| Laboratory (including preparation) |
|
|
|
| Final exam |
1 |
1 |
1 |
| Homework |
2 |
2 |
4 |
| Total Work Load | 78 |
| Total Work Load / 30 (h) | 2.6 |
| ECTS Credit of the Course | 3 |
|
| Language of Instruction | Turkish |
|---|
| Work Placement(s) | No |
|---|
