Description of Individual Course Units
Course Unit CodeCourse Unit TitleType of Course UnitYear of StudySemesterNumber of ECTS Credits
190500307110CUSTOMER RELATIONS MANAGEMENTElective473
Level of Course Unit
First Cycle
Objectives of the Course
Understanding the role of CRM in planning, implementation and control in terms of effective relationship marketing. Calculating the lifetime value of the customer and explaining the usage areas in CRM applications. Demonstrating the CRM's role in acquiring, growing and retaining customers. Identification of critical success factors in successful CRM practices. Explaining current and emerging technologies used in CRM practices.
Name of Lecturer(s)
Dr. Öğr. Üyesi Turgay OYMAN
Learning Outcomes
1The importance of Customer Relationship Management as a marketing strategy is comprehended.
2Müşteri ilişkileri türleri ve stratejileri tanımlanır.
3Database-based marketing applications are examined.
4Loyalty programs are reviewed.
Mode of Delivery
Daytime Class
Prerequisites and co-requisities
None
Recommended Optional Programme Components
-
Course Contents
Explaining the concept of CRM based on strategy, organization and information technologies. The course reveals the role of CRM in marketing practices and its importance in terms of marketing practices. In addition, explanations are made regarding concepts such as "customer relationship management (CRM)", "customer value", "customer loyalty", "analytical and operational CRM".
Weekly Detailed Course Contents
WeekTheoreticalPracticeLaboratory
1Introduction to customer relationship management (CRM)
2Defining customer relations
3Planning and implementation of CRM projects
4Creation, management and use of customer data
5Management of the customer portfolio
6CRM and customer experience
7The process of creating value for customers
8Customer acquisition
9Customer retention and development strategies
10Network management in CRM performance
11Management of supplier and partnership relations
12Management of investor and employee relations
13CRM information technology
14CRM information technology
Recommended or Required Reading
YAŞİN, Bahar, Müşteri İlişkileri YÖnetimi
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 Lectures14342
Self Study12020
Individual Study for Mid term Examination188
Individual Study for Final Examination11010
TOTAL WORKLOAD (hours)82
Contribution of Learning Outcomes to Programme Outcomes
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LO144444444333333443344
LO233334444444444444333
LO344434444443333344334
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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