CUSTOMER RELATIONS MANAGEMENT

BYYA202

Course Type

Compulsory Course

Course Level

Associate Degree

Year of Study

Semester

Fourth Term (Spring)

ECTS

Name of Lecturer(s)

Learning Outcomes

At the end of this course, the students;

Manage the Customer Relationship process.
Possess knowledge about consumer behavior, customer types and develop appropriate behavioral approaches
Apprehend the customer retention programs and how to recover the lost customer back.
Know customer value management process
Possess knowledge about customer loyalty

Mode of Delivery

Face to face

Prerequisites

Recommended Optional Programme Components

None

Course Description

To teach the key concepts, processes, and functions that are involved in customer relationship management and ble them to solve costumer complaints.

Course Contents

WEEK	TOPICS
1^st Week	The purpose of customer relationships and key resources related to the course.
2^nd Week	Improving customer relations
3^rd Week	The concept and properties of Customer Relations
4^th Week	New dimensions in customer relations
5^th Week	Creating value for the customer
6^th Week	Communication with customers
7^th Week	Communication with customers
8^th Week	Midterm exam
9^th Week	Customer service: Customer service concept, service quality, and customer service systems.
10^th Week	Customer acquisition
11^th Week	Customer retention
12^th Week	Evaluation of customer relations
13^th Week	Organizational culture
14^th Week	Prevents cultural change

Recommended or Required Reading

1. Marketing magazines.
2. Pİ (Pazarlama ve İletişim Kültürü Dergisi)
3. Capital magazines.
4. Internet sources.

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

	Quantity	Percentage (%)
Mid-term	1	40
Assignment	1	10
Total(%)		50
Contribution of In-term Studies to Overall Grade(%)		50
Contribution of Final Examination to Overall Grade(%)		50
Total(%)		100

ECTS Allocated Based on Student Workload

Activities	Quantity	Duration (Hour)	Total Workload (Hour)
Midterm exam	1	1	1
Preparation for Quiz
Individual or group work	14	1	14
Preparation for Final exam	1	45	45
Course hours	14	3	42
Preparation for Midterm exam	1	40	40
Laboratory (including preparation)
Final exam	1	1	1
Homework	1	40	40
Total Work Load			183
Total Work Load / 30 (h)			6.1
ECTS Credit of the Course			6

Language of Instruction

Turkish

Work Placement(s)