Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | 162200104101 | CUSTOMER RELATIONS MANAGEMENT | Compulsory | 2 | 4 | 2 |
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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 |
1 | knowledge of consumer behavior, recognize customer types and develop suitable approaches | 2 | Customer retention and understand the program regaining customers | 3 | Customers recognize the value management process 5) recognition of customer loyalty programs | 4 | Customer complaints management recognition, recognition of information technology in accordance with the customer relationship management process and selection Critical approach to Customer Relationship Management | 5 | |
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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 |
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1 | Customer relationship management (CRM) entry | | | 2 | Relationship marketing approach | | | 3 | The concept of customer and the customer wants and needs | | | 4 | The economic aspect of the customer relationship | | | 5 | CRM into in components | | | 6 | Relationship and ways to build customer relationships | | | 7 | Customer acquisition and retention, customer complaints management | | | 8 | Midterm | | | 9 | Customer information and analysis of customer pyramid | | | 10 | Customer value management | | | 11 | CRM measurement approaches | | | 12 | Evaluation of CRM technologies and systems | | | 13 | CRM failure causes, to be criticized and CRM into CRM into in the future | | | 14 | Final Exam | | |
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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 |
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Assessment Methods and Criteria | |
Midterm Examination | 1 | 100 | SUM | 100 | |
Final Examination | 1 | 100 | SUM | 100 | Term (or Year) Learning Activities | 40 | End Of Term (or Year) Learning Activities | 60 | SUM | 100 |
| Language of Instruction | Turkish | Work Placement(s) | None |
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Workload Calculation |
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Midterm Examination | 1 | 1 | 1 |
Final Examination | 1 | 1 | 1 |
Attending Lectures | 14 | 2 | 28 |
Self Study | 14 | 1 | 14 |
Individual Study for Mid term Examination | 1 | 8 | 8 |
Individual Study for Final Examination | 1 | 8 | 8 |
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Contribution of Learning Outcomes to Programme Outcomes |
LO1 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | LO2 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | LO3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | LO4 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | LO5 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 | 3 |
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* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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Iğdır University, Iğdır / TURKEY • Tel (pbx): +90 476
226 13 14 • e-mail: info@igdir.edu.tr
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