CUSTOMER RELATIONS MANAGEMENT

TUSE259

Course Type

Elective Course

Course Level

Associate Degree

Year of Study

Semester

ECTS

Name of Lecturer(s)

Learning Outcomes

At the end of this course, the students;

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	Customer relationships concept and features
2^nd Week	New dimensions in customer relationship
3^rd Week	Creating customer value
4^th Week	Comminication with customers
5^th Week	Online Customer Relations, Traditional Customer Behavior
6^th Week	Customer Services
7^th Week	Gaining Customer
8^th Week	Midterm
9^th Week	Keeping Customer
10^th Week	Customer relations, focus groups
11^th Week	Creating Value for Customers
12^th Week	Customer Satisfaction
13^th Week	Handling Customer Complaints
14^th Week	Organization culture

Recommended or Required Reading

Müşteri İlişkileri Yönetimi, (Aktepe, C. )
Yönetim Bilimi (Koç,H.)

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
Preparation for Final exam	1	45	45
Course hours	15	3	45
Preparation for Midterm exam	1	40	40
Laboratory (including preparation)
Final exam	1	1	1
Homework	1	20	20
Total Work Load			152
Total Work Load / 30 (h)			5.06
ECTS Credit of the Course			5

Language of Instruction

Turkish

Work Placement(s)