TÜRKÇE
ENGLISH
Information
| Code | BYA264 |
| Name | Customer Relations Management |
| Term | 2023-2024 Academic Year |
| Semester | 4. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör.Dr. ÜNAL BALCI |
| Course Instructor |
Öğr. Gör.Dr. ÜNAL BALCI
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
With this course, students will gain competencies in managing customer relationships.
Course Content
This course includes following subjects. Relation with the costumers, classification of customers, to create a costumer worth, Customer satisfaction, costumer complaints.
Course Precondition
There are no prerequisites.
Resources
1. S. ÜNAL, Customer Relations and Information Technologies in the New Economy, Beta Publications, 2011. 2. Y. ODABAŞI, Customer Relationship Management in Sales and Marketing, Sistem Publishing, 2010. 3. Y. DEMİREL, Customer Relationship Management and Information Sharing, IQ Culture and Arts Publishing, 2007. 4. M. ARGAN, R. A. YILMAZ, N. F : ERSOY, G. BARIŞ, M. UYGUN, Customer Relationship Management in Retailing, Open Education Faculty Publication No: 1591.
Notes
Lecturer presentation and lecture notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | To be able to explain the theoretical and conceptual framework of customer relationship management |
| LO02 | Defining customer related concepts |
| LO03 | Knows the necessary steps to improve customer satisfaction |
| LO04 | Organizes customer relationships |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Defines the basic concepts and principles of Office Management and Executive Assistantship. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Collects, analyzes and evaluates the data necessary for the solution of the problems encountered in the Office Management and Executive Assistant profession. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Follows and evaluates the developments in the field of Office Management and Executive Assistant by using scientific methods and techniques. | |
| PLO04 | Bilgi - Kuramsal, Olgusal | Have basic knowledge of social, economic, cultural and legal issues. | 4 |
| PLO05 | Bilgi - Kuramsal, Olgusal | Gains information about the supervision and evaluation of the employees working under her in the offices. | |
| PLO06 | Bilgi - Kuramsal, Olgusal | Explains the information about the use of technology in offices. | |
| PLO07 | Bilgi - Kuramsal, Olgusal | Explains the services that can be carried out in the offices related to the field of Office Management and Executive Assistant and the related procedures. | |
| PLO08 | Bilgi - Kuramsal, Olgusal | Develops solution suggestions by using theoretical knowledge and skills, and general problems encountered in the field of Office Management and Executive Assistantship. | 4 |
| PLO09 | Bilgi - Kuramsal, Olgusal | It can collect the necessary information with the organization foreseen by the manager and present it in the form of a report. | |
| PLO10 | Bilgi - Kuramsal, Olgusal | He/She can use office technologies effectively. | |
| PLO11 | Bilgi - Kuramsal, Olgusal | He/She can make time and protocol arrangements for the organizations stipulated by the manager. | |
| PLO12 | Bilgi - Kuramsal, Olgusal | He/She can create appropriate environments by taking into account the social and cultural differences of individuals and their special needs related to their fields. | |
| PLO13 | Bilgi - Kuramsal, Olgusal | He/She can apply methods and techniques that can keep the documents and recording processes under control for the manager. | |
| PLO14 | Bilgi - Kuramsal, Olgusal | He/She can take responsibility individually and as a group in solving the problems encountered. | |
| PLO15 | Beceriler - Bilişsel, Uygulamalı | By gaining self-learning ability, he/she can evaluate the information he/she has learned with a critical approach. | |
| PLO16 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/She can communicate effectively and healthily with the manager and the internal and external environment of the organization. | 5 |
| PLO17 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | He/She can use the software and hardware required by his/her profession together with basic computer usage knowledge. | |
| PLO18 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Have sufficient foreign language knowledge in the field of Office Management and Executive Assistant. | |
| PLO19 | Yetkinlikler - Öğrenme Yetkinliği | Have the necessary knowledge and awareness of social responsibility, ethical values, social security rights, occupational safety, worker health and environmental protection related to the field. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The concept of customer and customer relations | Lecture notes | |
| 2 | To improve customer relationships and changes in marketing approach I | Lecture notes | |
| 3 | To improve customer relationships and changes in marketing approach II | Lecture notes | |
| 4 | Customer lifetime value | Lecture notes | |
| 5 | Creating value alternatives for customers of enterprises | Lecture notes | |
| 6 | Consideration of customer complaints | Lecture notes | |
| 7 | Communication types | Lecture notes | |
| 8 | Mid-Term Exam | ||
| 9 | Communicate with customers | Lecture notes | |
| 10 | The role of the sales force in communication with customers | Lecture notes | |
| 11 | Customer service I | Lecture notes | |
| 12 | Customer service II | Lecture notes | |
| 13 | Customer satisfaction and customer loyalty | Lecture notes | |
| 14 | Measurement of Customer satisfaction | Lecture notes | |
| 15 | General assessment | Lecture notes | |
| 16 | Term Exams | ||
| 17 | Term Exams |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 78 | ||
| Total Workload / 25 (h) | 3,12 | ||
| ECTS | 3 ECTS | ||