| Course Type | Elective Course |
|---|
| Course Level | Master's Degree Without Thesis |
|---|
| Year of Study | - |
|---|
| Semester | - |
|---|
| ECTS | 10 |
|---|
| Name of Lecturer(s) |
|
| Learning Outcomes |
At the end of this course, the students;
- Describes the main concepts of customer relations.
- Knows the importance of customer loyalty in companies.
- Knows database marketing.
|
| Mode of Delivery | Face to face |
|---|
| Prerequisites | No |
|---|
| Recommended Optional Programme Components | None |
|---|
| Course Description | In this course subjects such as communication, database marketing, creating a database, using database information and combining external/internal data will be examined. |
|---|
| Course Contents |
| WEEK |
TOPICS |
|
1st Week |
The main concepts of customer relationship |
|
2nd Week |
The added value of customer relationship in marketing |
|
3rd Week |
Techniques of the development of customer relationship |
|
4th Week |
Customer relationship and the characteristics |
|
5th Week |
New dimensions in customer relationship |
|
6th Week |
Value creating in customer relationship |
|
7th Week |
Communication techniques |
|
8th Week |
Midterm exam |
|
9th Week |
Art of creating communication with customers |
|
10th Week |
Customer services |
|
11th Week |
Customer services and qualification |
|
12th Week |
Gaining customer |
|
13th Week |
Keeping customer |
|
14th Week |
Measurement of customer relationship |
|
15th Week |
General Review |
|
| Recommended or Required Reading | V. Kumar, W. Reinartz. 2012. Customer Relationship Management: Concept, Strategy and Tools,Springer. |
|---|
| Planned Learning Activities and Teaching Methods |
|
|---|
| Assessment Methods and Criteria |
|
Quantity |
Percentage (%) |
| Mid-term |
1 |
30 |
| Project |
1 |
20 |
| Presentation of Article |
1 |
10 |
| Total(%) |
|
60 |
| Contribution of In-term Studies to Overall Grade(%) |
|
60 |
| Contribution of Final Examination to Overall Grade(%) |
|
40 |
| Total(%) |
|
100 |
|
| ECTS Allocated Based on Student Workload |
| Activities |
Quantity |
Duration (Hour) |
Total Workload (Hour) |
| Midterm exam |
1 |
2 |
2 |
| Preparation for Quiz |
|
|
|
| Individual or group work |
|
|
|
| Preparation for Final exam |
1 |
110 |
110 |
| Course hours |
14 |
3 |
42 |
| Preparation for Midterm exam |
1 |
70 |
70 |
| Laboratory (including preparation) |
|
|
|
| Final exam |
1 |
2 |
2 |
| Homework |
|
|
|
| Project |
1 |
40 |
40 |
| Article |
1 |
40 |
40 |
| Total Work Load | 306 |
| Total Work Load / 30 (h) | 10.2 |
| ECTS Credit of the Course | 10 |
|
| Language of Instruction | Turkish |
|---|
| Work Placement(s) | No |
|---|
