Iğdır University Lifelong Learning Programme

Description of Individual Course Units

Course Unit Code	Course Unit Title	Type of Course Unit	Year of Study	Semester	Number of ECTS Credits
213315002101	CUSTOMER RELATIONS MANAGEMENT	Compulsory	1	2	4

Level of Course Unit

Short Cycle

Objectives of the Course

Dominated by the concept of customer relationship management, customer wants and needs, allowing the process of applying customer relationship management, customer value management, and customer classification, knowing that the concepts of customer acquisition and retention, customer loyalty dominant phenomenon, customer complaints management, enabling technology that can choose the appropriate knowledge in the implementation process, competence in the process of data collection is to educate individuals with relationship marketing.

Name of Lecturer(s)

Öğr. Gör. Uğur PARLAK

Learning Outcomes

1	Understanding of the changing marketing in the discovery of the importance of the customer
2	Customer acquisition, customer retention achievement, recovery of lost customers
3	Customer relations, business management, employees and customers within the frame of investigation
4	Sustainable competitive in terms of quality, customer satisfaction and value-driven products and services for the continuity of production reached a total understanding of the processes
5	Customer loyalty programs, customer complaints management, customer relationship management process, the ability to select the appropriate identification and acquisition of information technology

Mode of Delivery

Daytime Class

Prerequisites and co-requisities

None

Recommended Optional Programme Components

Course Contents

1 Customer Relationship Management: Definition, Scope and Importance 2 Communication with customers and Sizes 3 Customer loyalty services and Quality 4 5 Strategic Approach to Customer Relations Customer Relations Planning and Implementation Process 6 Organizational Culture and Customer Relations 7 Customer Relationship Management Applications 8 Customer Relations: Problems and Solutions

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	Customer Relationship Management: Definition, Scope and Importance
2	Communication Concepts and Process of Communication and Solving Types of Communication Barriers of Effective Listening and Communication with Customers
3	Service Concept, Services and Customer Relations, Customer Loyalty, and Related Concepts
4	Service Quality, Service Quality and Customer Satisfaction, Parasuraman, Zeithaml, and Berry's Service Quality Model
5	Strategic Thinking Customer Relations, Customer Satisfaction and Customer Loyalty
6	Focus on Customer, Customer Value, Customer database, maintain and expand
7	Stages of Planning and Customer Relations Customer Relations
8	Customer Relationship Management Success / Failure Factors and Winning Strategies for Customer Retention and Customer Relationship Applications
9	Organizational Culture, Organizational Culture Organizational Culture Elements and Functions
10	Customer-Focused Organizational Culture, Customer Focused Culture Change Strategy and Process,
11	Customer Relationship Management (CRM), and Organizational Culture Relationship
12	Marketing Campaigns and Loyalty Programs
13	Customer Relations Sales before, during and after the potential problems; Options for Customers experiencing the problem, decided to complain and Tolerance Level
14	Complaint Management and Resolution of Complaints Resolution and Grievance Process to become a pandemic

Recommended or Required Reading

Yavuz ODABAŞI - Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi Sistem Yayıncılık Fahrettin Atıl Bilge - Müşteri İlişkileri Yönetimi (MYO) Cemalettin Aktepe, Mehmet Baş, Metehan Tolon - Müşteri İlişkileri Yönetimi diğer farklı kaynaklar

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

Term (or Year) Learning Activities	Quantity	Weight
Midterm Examination	1	100
SUM		100
End Of Term (or Year) Learning Activities	Quantity	Weight
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

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
Midterm Examination	1	1	1
Final Examination	1	1	1
Attending Lectures	14	2	28
Self Study	14	4	56
Individual Study for Homework Problems	14	1	14
Individual Study for Mid term Examination	1	12	12
Individual Study for Final Examination	1	12	12
TOTAL WORKLOAD (hours)			124

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* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High