Description of Individual Course Units
Course Unit CodeCourse Unit TitleType of Course UnitYear of StudySemesterNumber of ECTS Credits
162200104101CUSTOMER RELATIONS MANAGEMENTCompulsory242
Level of Course Unit
Short Cycle
Objectives of the Course
dominate the Customer Relationship Management process
Name of Lecturer(s)
öğr. Gör. Elif TANER
Learning Outcomes
1knowledge of consumer behavior, recognize customer types and develop suitable approaches
2Customer retention and understand the program regaining customers
3Customers recognize the value management process 5) recognition of customer loyalty programs
4Customer complaints management recognition, recognition of information technology in accordance with the customer relationship management process and selection Critical approach to Customer Relationship Management
5
Mode of Delivery
Daytime Class
Prerequisites and co-requisities
None
Recommended Optional Programme Components
None
Course Contents
Customer relationship management (CRM) input, the concept of customer and customer requests and needs, customer information and customer pyramid analysis, evaluation of CRM technologies and systems and sub-discipline issues.
Weekly Detailed Course Contents
WeekTheoreticalPracticeLaboratory
1Customer relationship management (CRM) entry
2Relationship marketing approach
3The concept of customer and the customer wants and needs
4The economic aspect of the customer relationship
5CRM into in components
6Relationship and ways to build customer relationships
7Customer acquisition and retention, customer complaints management
8Midterm
9Customer information and analysis of customer pyramid
10Customer value management
11CRM measurement approaches
12Evaluation of CRM technologies and systems
13CRM failure causes, to be criticized and CRM into CRM into in the future
14Final Exam
Recommended or Required Reading
FLOOD., E., "Customer Relations Training", Daisy Pub., 2000, Istanbul, Turkey, ISBN 975-6797-10-X. Karabulut., M., "Professional Salesmanship and Management", Universal Pub., 1998, Istanbul, Turkey, ISBN 975-7391-04-2
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Term (or Year) Learning ActivitiesQuantityWeight
Midterm Examination1100
SUM100
End Of Term (or Year) Learning ActivitiesQuantityWeight
Final Examination1100
SUM100
Term (or Year) Learning Activities40
End Of Term (or Year) Learning Activities60
SUM100
Language of Instruction
Turkish
Work Placement(s)
None
Workload Calculation
ActivitiesNumberTime (hours)Total Work Load (hours)
Midterm Examination111
Final Examination111
Attending Lectures14228
Self Study14114
Individual Study for Mid term Examination188
Individual Study for Final Examination188
TOTAL WORKLOAD (hours)60
Contribution of Learning Outcomes to Programme Outcomes
PO
1
PO
2
PO
3
PO
4
PO
5
PO
6
PO
7
PO
8
PO
9
PO
10
PO
11
PO
12
PO
13
PO
14
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* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High
 
Iğdır University, Iğdır / TURKEY • Tel (pbx): +90 476 226 13 14 • e-mail: info@igdir.edu.tr