Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
CUSTOMER RELATIONSHIP MANAGEMENT | ILM3171360 | Fall Semester | 3+0 | 3 | 5 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | English |
Course Level | First Cycle (Bachelor's Degree) |
Course Type | Elective |
Course Coordinator | Assist.Prof. Fatih PINARBAŞI |
Name of Lecturer(s) | Assist.Prof. Fatih PINARBAŞI |
Assistant(s) | |
Aim | The course aims to examine the concept of customer relationship management from a theoretical perspective and to convey an integrated customer relationship management knowledge by associating it with examples in terms of practice. |
Course Content | This course contains; Introduction to Customer Relationship Management concept,Understandig the concept of Relationship / I,Understandig the concept of Relationship / II,Managing the Customer Life-cycle: Customer Acquisition,Managing the Customer Life-cycle: Customer Retention and Development / I,Managing the Customer Life-cycle: Customer Retention and Development / II,Customer Portfolio Management,How to Deliver Customer-experienced Value,Managing Customer Experience,Marketing Automation,Sales Force Automation,Service Automation,CRM Practises / I,CRM Practises / II. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1.Will be able to apply different methods of consumer relation activities. | 10, 12, 13, 16, 9 | A |
1.1. Explain the concept and characteristics of consumer relations. | 10, 12, 13, 16, 9 | A |
1.2. Apply the activities of ensuring consumer loyalty. | 10, 12, 13, 16, 9 | A |
1.3. Exemplify the methods of ensuring consumer satisfaction. | 10, 12, 13, 16, 9 | A |
2. Will be able to evaluate the activities of attracting and retaining the consumer. | 10, 12, 13, 16, 9 | A |
2.1. Define the model of retaining of the consumer. | 10, 12, 13, 16, 9 | A |
2.2. Develop programs for retaining consumers. | 10, 12, 13, 16, 9 | A |
2.3. Exemplify consumer complaints | 10, 12, 13, 16, 9 | A |
3. Will be able to explain customer portfolio management and value delivery concepts based on customer value. | 10, 12, 13, 16, 9 | A |
3.1. Define and explain the concept of customer portfolio. | 10, 12, 13, 16, 9 | A |
3.2. Explain customer-experienced value. | 10, 12, 13, 16, 9 | A |
4. Will be able to identify what customer experience is and explain customer experience. | 10, 12, 13, 16, 9 | A |
4.1. Explain customer experience concept. | 10, 12, 13, 16, 9 | A |
4.2. Explain the models related to customer experience. | 10, 12, 13, 16, 9 | A |
5. Will be able to explain the components of operational CRM. | 10, 12, 13, 16, 9 | A |
5.1. Explain the marketing automation. | 10, 12, 13, 16, 9 | A |
5.2. Explain the sales force automation. | 10, 12, 13, 16, 9 | A |
5.3. Explain the service automation. | 10, 12, 13, 16, 9 | A |
Teaching Methods: | 10: Discussion Method, 12: Problem Solving Method, 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Introduction to Customer Relationship Management concept | |
2 | Understandig the concept of Relationship / I | |
3 | Understandig the concept of Relationship / II | |
4 | Managing the Customer Life-cycle: Customer Acquisition | |
5 | Managing the Customer Life-cycle: Customer Retention and Development / I | |
6 | Managing the Customer Life-cycle: Customer Retention and Development / II | |
7 | Customer Portfolio Management | |
8 | How to Deliver Customer-experienced Value | |
9 | Managing Customer Experience | |
10 | Marketing Automation | |
11 | Sales Force Automation | |
12 | Service Automation | |
13 | CRM Practises / I | |
14 | CRM Practises / II | |
Resources |
1. Customer Relationship Management, Concepts and Technologies, Francis Buttle, Stan Maklan, Routledge Yayınevi, 2019
2. Don Peppers, Martha Rogers, Müşteri İlişkileri Yönetimi (CRM), Optimist Yayınları, İstanbul, 2013
3. Odabaşı Y. Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul, 2010. |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında teorik bilgileri tanımlar. | | X | | | |
2 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli matematiksel ve istatistiki yöntemleri anlatır. | | | | | |
3 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli en az bir bilgisayar programını kullanır. | | | | | |
4 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli olan mesleki yabancı dil yeterliliğini gösterir. | | X | | | |
5 | Alanına dair projeler hazırlar ve takım çalışmalarını yönetir. | | | | | |
6 | Mesleki alanda yaşam boyu öğrenmenin bilinciyle uluslararası lojistik ve tedarik zinciri yönetimi alanında gelişmeleri izleyerek kendini sürekli yenileyip edindiği bilgi ve becerileri eleştirel olarak değerlendirir. | | X | | | |
7 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında teorik ve uygulamaya yönelik bilgileri kullanır. | | X | | | |
8 | En az A1 düzeyinde bir yabancı dili kullanarak güncel teknolojileri takip eder, sözlü/yazılı iletişim kurar. | X | | | | |
9 | Örgüt/kurumsal, iş ve toplumsal etik değerlerini benimser ve kullanır. | | | | | |
10 | Topluma hizmet duyarlılığı çerçevesinde, sosyal sorumluluk ilkelerini benimser ve gerektiğinde inisiyatif alır. | | | | | |
11 | Disiplinler arası çalışmalar yürütebilmek için farklı disiplinlerde temel bilgileri ve verileri analiz ederek alanında kullanır. | | X | | | |
12 | Uluslararası lojistik ve tedarik zinciri yönetimi sektörlerindeki sorunlar karşısında hem mikro hem makro çerçevede uygun öneriler sunar. | X | | | | |
Assessment Methods
Contribution Level | Absolute Evaluation |
Rate of Midterm Exam to Success | | 40 |
Rate of Final Exam to Success | | 60 |
Total | | 100 |
ECTS / Workload Table |
Activities | Number of | Duration(Hour) | Total Workload(Hour) |
Course Hours | 1 | 42 | 42 |
Guided Problem Solving | 4 | 3 | 12 |
Resolution of Homework Problems and Submission as a Report | 4 | 10 | 40 |
Term Project | 4 | 5 | 20 |
Presentation of Project / Seminar | 4 | 3 | 12 |
Quiz | 0 | 0 | 0 |
Midterm Exam | 1 | 8 | 8 |
General Exam | 1 | 16 | 16 |
Performance Task, Maintenance Plan | 0 | 0 | 0 |
Total Workload(Hour) | 150 |
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(150/30) | 5 |
ECTS of the course: 30 hours of work is counted as 1 ECTS credit. |
Detail Informations of the Course
Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
CUSTOMER RELATIONSHIP MANAGEMENT | ILM3171360 | Fall Semester | 3+0 | 3 | 5 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | English |
Course Level | First Cycle (Bachelor's Degree) |
Course Type | Elective |
Course Coordinator | Assist.Prof. Fatih PINARBAŞI |
Name of Lecturer(s) | Assist.Prof. Fatih PINARBAŞI |
Assistant(s) | |
Aim | The course aims to examine the concept of customer relationship management from a theoretical perspective and to convey an integrated customer relationship management knowledge by associating it with examples in terms of practice. |
Course Content | This course contains; Introduction to Customer Relationship Management concept,Understandig the concept of Relationship / I,Understandig the concept of Relationship / II,Managing the Customer Life-cycle: Customer Acquisition,Managing the Customer Life-cycle: Customer Retention and Development / I,Managing the Customer Life-cycle: Customer Retention and Development / II,Customer Portfolio Management,How to Deliver Customer-experienced Value,Managing Customer Experience,Marketing Automation,Sales Force Automation,Service Automation,CRM Practises / I,CRM Practises / II. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1.Will be able to apply different methods of consumer relation activities. | 10, 12, 13, 16, 9 | A |
1.1. Explain the concept and characteristics of consumer relations. | 10, 12, 13, 16, 9 | A |
1.2. Apply the activities of ensuring consumer loyalty. | 10, 12, 13, 16, 9 | A |
1.3. Exemplify the methods of ensuring consumer satisfaction. | 10, 12, 13, 16, 9 | A |
2. Will be able to evaluate the activities of attracting and retaining the consumer. | 10, 12, 13, 16, 9 | A |
2.1. Define the model of retaining of the consumer. | 10, 12, 13, 16, 9 | A |
2.2. Develop programs for retaining consumers. | 10, 12, 13, 16, 9 | A |
2.3. Exemplify consumer complaints | 10, 12, 13, 16, 9 | A |
3. Will be able to explain customer portfolio management and value delivery concepts based on customer value. | 10, 12, 13, 16, 9 | A |
3.1. Define and explain the concept of customer portfolio. | 10, 12, 13, 16, 9 | A |
3.2. Explain customer-experienced value. | 10, 12, 13, 16, 9 | A |
4. Will be able to identify what customer experience is and explain customer experience. | 10, 12, 13, 16, 9 | A |
4.1. Explain customer experience concept. | 10, 12, 13, 16, 9 | A |
4.2. Explain the models related to customer experience. | 10, 12, 13, 16, 9 | A |
5. Will be able to explain the components of operational CRM. | 10, 12, 13, 16, 9 | A |
5.1. Explain the marketing automation. | 10, 12, 13, 16, 9 | A |
5.2. Explain the sales force automation. | 10, 12, 13, 16, 9 | A |
5.3. Explain the service automation. | 10, 12, 13, 16, 9 | A |
Teaching Methods: | 10: Discussion Method, 12: Problem Solving Method, 13: Case Study Method, 16: Question - Answer Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Introduction to Customer Relationship Management concept | |
2 | Understandig the concept of Relationship / I | |
3 | Understandig the concept of Relationship / II | |
4 | Managing the Customer Life-cycle: Customer Acquisition | |
5 | Managing the Customer Life-cycle: Customer Retention and Development / I | |
6 | Managing the Customer Life-cycle: Customer Retention and Development / II | |
7 | Customer Portfolio Management | |
8 | How to Deliver Customer-experienced Value | |
9 | Managing Customer Experience | |
10 | Marketing Automation | |
11 | Sales Force Automation | |
12 | Service Automation | |
13 | CRM Practises / I | |
14 | CRM Practises / II | |
Resources |
1. Customer Relationship Management, Concepts and Technologies, Francis Buttle, Stan Maklan, Routledge Yayınevi, 2019
2. Don Peppers, Martha Rogers, Müşteri İlişkileri Yönetimi (CRM), Optimist Yayınları, İstanbul, 2013
3. Odabaşı Y. Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul, 2010. |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında teorik bilgileri tanımlar. | | X | | | |
2 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli matematiksel ve istatistiki yöntemleri anlatır. | | | | | |
3 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli en az bir bilgisayar programını kullanır. | | | | | |
4 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında gerekli olan mesleki yabancı dil yeterliliğini gösterir. | | X | | | |
5 | Alanına dair projeler hazırlar ve takım çalışmalarını yönetir. | | | | | |
6 | Mesleki alanda yaşam boyu öğrenmenin bilinciyle uluslararası lojistik ve tedarik zinciri yönetimi alanında gelişmeleri izleyerek kendini sürekli yenileyip edindiği bilgi ve becerileri eleştirel olarak değerlendirir. | | X | | | |
7 | Uluslararası lojistik ve tedarik zinciri yönetimi alanında teorik ve uygulamaya yönelik bilgileri kullanır. | | X | | | |
8 | En az A1 düzeyinde bir yabancı dili kullanarak güncel teknolojileri takip eder, sözlü/yazılı iletişim kurar. | X | | | | |
9 | Örgüt/kurumsal, iş ve toplumsal etik değerlerini benimser ve kullanır. | | | | | |
10 | Topluma hizmet duyarlılığı çerçevesinde, sosyal sorumluluk ilkelerini benimser ve gerektiğinde inisiyatif alır. | | | | | |
11 | Disiplinler arası çalışmalar yürütebilmek için farklı disiplinlerde temel bilgileri ve verileri analiz ederek alanında kullanır. | | X | | | |
12 | Uluslararası lojistik ve tedarik zinciri yönetimi sektörlerindeki sorunlar karşısında hem mikro hem makro çerçevede uygun öneriler sunar. | X | | | | |
Assessment Methods
Contribution Level | Absolute Evaluation |
Rate of Midterm Exam to Success | | 40 |
Rate of Final Exam to Success | | 60 |
Total | | 100 |
Numerical Data
Ekleme Tarihi: 15/12/2023 - 21:16Son Güncelleme Tarihi: 15/12/2023 - 21:17
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