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Description of Individual Course UnitsCourse Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | 3320004102 | CUSTOMER RELATIONSHIP MANAGEMENT | Elective | 1 | 1 | 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. Hakan DUMAN | 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 | Evening Education | 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 | |
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 | | Language of Instruction | Turkish | Work Placement(s) | None |
| Workload Calculation | |
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 | |
Contribution of Learning Outcomes to Programme Outcomes | LO1 | 2 | | | | | | | | | | | 5 | | | LO2 | | 3 | 2 | | | | 5 | 3 | | | | | 4 | | LO3 | | | 4 | | | | | | 4 | | | | | 5 | LO4 | 3 | | | 5 | | | | | | 2 | 4 | | | | LO5 | | | | | 1 | | | | | | | | | 3 |
| * 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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