GRS429 Customer Relations Management

3 ECTS - 2-0 Duration (T+A)- 7. Semester- 2 National Credit

Information

Code GRS429
Name Customer Relations Management
Term 2024-2025 Academic Year
Semester 7. Semester
Duration (T+A) 2-0 (T-A) (17 Week)
ECTS 3 ECTS
National Credit 2 National Credit
Teaching Language Türkçe
Level Lisans Dersi
Type Normal
Mode of study Yüz Yüze Öğretim
Catalog Information Coordinator Prof. Dr. MEHMET CİHAN YAVUZ
Course Instructor Prof. Dr. MEHMET CİHAN YAVUZ (A Group) (Ins. in Charge)


Course Goal / Objective

The aim of this course is to teach the students the concepts of customer retention, winning, customer relations.

Course Content

Customer, customer varieties, customer relationship management, customer in the economy, data mining, customer value creation, customer relations applications, customer acquisition and retention, customer relationship management activity and measurement.

Course Precondition

None

Resources

Odabaşı, Yavuz (2015), Customer Relationship Management (CRM), Aura Publishing

Notes

Lecture presentations, lecture notes and internet sources


Course Learning Outcomes

Order Course Learning Outcomes
LO01 Recognizes the importance of the customer within the changing marketing approach
LO02 Recalls the technics for customer retention, recovering lost customers
LO03 Handles customer relations from the view point of business management, employees and customers
LO04 Recall the essential process for he continuity of customer satisfaction in terms of sustainable competition
LO05 Recognizes customer loyalty programs, customer complaints management, information technologies appropriate to customer relationship management process


Relation with Program Learning Outcome

Order Type Program Learning Outcomes Level
PLO01 Bilgi - Kuramsal, Olgusal Has knowledge about the basic elements and principles of Art and Design.
PLO02 Bilgi - Kuramsal, Olgusal Recognition of national/international artistic and cultural elements which can effect Graphic design practices.
PLO03 Bilgi - Kuramsal, Olgusal Identification of communication methods, communication elements and mass communication media 3
PLO04 Bilgi - Kuramsal, Olgusal Using research methods, techniques and dialectic to make access to information. 5
PLO05 Beceriler - Bilişsel, Uygulamalı It uses the basic principles of art and design such as color, hierarchy, size and scale.
PLO06 Beceriler - Bilişsel, Uygulamalı Following and using the current applications, innovations and technological devolopments in line with the visual communication world.
PLO07 Beceriler - Bilişsel, Uygulamalı Using different materials, paints and technological tools in the process of design.
PLO08 Beceriler - Bilişsel, Uygulamalı Using the information of ther field with the practices of other diciplines. 3
PLO09 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği Have the skills to work effectively and take responsibility individually and in groups. 5
PLO10 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği Taking responsibility in the use of correct language when designing.
PLO11 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği Understands the importance of a planned, meticulous and disciplined design process. 4
PLO12 Yetkinlikler - Öğrenme Yetkinliği Gains the ability to read, understand and interpret what is read, and evaluate it with a critical approach.
PLO13 Yetkinlikler - Öğrenme Yetkinliği Operating information and communication technologies effectively, both in learning process and design process.
PLO14 Yetkinlikler - İletişim ve Sosyal Yetkinlik Creating designs that serve its purpose, communicates successfully and reaches the target audience. 4
PLO15 Yetkinlikler - İletişim ve Sosyal Yetkinlik Having the self-confidence and ability of communicating, written, orally and visually. 4
PLO16 Yetkinlikler - İletişim ve Sosyal Yetkinlik Have the ability to communicate well with colleagues, employers and individuals to whom they serve. 5
PLO17 Yetkinlikler - İletişim ve Sosyal Yetkinlik Being competent in at least one foreign language to be able to understand and communicate in the field.
PLO18 Yetkinlikler - Alana Özgü Yetkinlik Being a responsible citizen with his/her awareness of social, cultural, scientific and artistic values. 2
PLO19 Yetkinlikler - Alana Özgü Yetkinlik Being aware of the role and importance of graphic design in social life. 3
PLO20 Yetkinlikler - Alana Özgü Yetkinlik Showing personal and professional care in protecting the environment and defending the ethical and legal values of the profession.
PLO21 Yetkinlikler - Alana Özgü Yetkinlik Prepares creative, original, economical, aesthetic alternative drafts for visual communication problems.


Week Plan

Week Topic Preparation Methods
1 Introduction, consumer and client concepts Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
2 Consumer relations management soncept Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
3 Consumer and client types in new economy Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
4 Data Mining in Customer Relationship Management Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
5 Customer Relationship Management in E-Commerce Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
6 Customer Creation, Customer Relationship Management Applications, Innovations and Benefits Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
7 Relations with Consumers: Contact Reactive Approach - Proactive Approach Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
8 Mid-Term Exam Reading related chapter of the textbook, lecture notes Ölçme Yöntemleri:
Yazılı Sınav
9 Customer Service: Customer Service Concept, Service Quality and Customer Service Systems Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
10 Customer Winning and Retention Strategies Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
11 5 Regions of Customer Relationship Management Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
12 Triggers of Customer Relationship Management, Cross-Selling Management Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
13 Determination of Business Needs for Customer Relationship Management Projects to be Successful Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
14 Control and Measurement in Customer Relationship Management Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
15 Reasons for Failure of Customer Relationship Management Applications Reading related chapter of the textbook, lecture notes and web search Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
16 Final Exam Reading related chapter of the textbook, lecture notes Ölçme Yöntemleri:
Yazılı Sınav
17 Final Exam Reading related chapter of the textbook, lecture notes Ölçme Yöntemleri:
Yazılı Sınav


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

Update Time: 14.05.2024 10:13