Course Description
Course | Code | Semester | T+P (Hour) | Credit | ECTS |
---|
CUSTOMER RELATIONSHIP MANAGEMENT | TDS2126520 | Fall Semester | 2+0 | 2 | 4 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | Turkish |
Course Level | Short Cycle (Associate's Degree) |
Course Type | Required |
Course Coordinator | Assist.Prof. Derya TUĞLU |
Name of Lecturer(s) | Lect. Ceren Selma ŞENTÜRK |
Assistant(s) | |
Aim | To give general information about Customer Relationship Management. |
Course Content | This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management (CRM),Components of CRM,Stages of CRM,Customer keeping and customer loyalty,Communication with customers,Organisational Culture,CRM in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation of the sales team and performance evaluation. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1.Explains the Customer Relationship Management and its processes. | 16, 9 | A |
2.Explains the importance of communication and Customer Relationship Management for the business organisations | 10, 9 | A |
Implements activities to create patient loyalty. | 10, 13, 16, 9 | A |
Illustrates methods of creating patient satisfaction. | 10, 13, 16, 19, 9 | A |
Will be able to evaluate patient acquisition and retention activities. | 10, 13, 19, 9 | A |
Examples of patient complaints. | 10, 16, 19, 9 | A |
Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 19: Brainstorming Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Consumer behaviours-I | |
2 | Consumer behaviours-II | |
3 | Introduction to customer relationship management (CRM) | |
4 | Components of CRM | |
5 | Stages of CRM | |
6 | Customer keeping and customer loyalty | |
7 | Communication with customers | |
8 | Organisational Culture | |
9 | CRM in health sector | |
10 | Sales management-I | |
11 | Sales management-II | |
12 | Sales technics-I | |
13 | Sales technics-II | |
14 | Motivation of the sales team and performance evaluation | |
Resources |
Lecturer's own notes |
Müşteri İlişkileri Yönetimi, Detay Yayınları
Müşteri İlişkileri Yönetimi, Anadolu Üni.A.Ö.F. Yayınları
Müşteri İlişkileri Yönetimi ve Satış Gücü Niteliklerinin Firma Marka İmajına Etkisi, (Pelin Özgen, Özgür SAkınç) |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | The student acquires theoretical and practical knowledge related to his field at a basic level. | | | | X | |
2 | The student owns information about moral discipline and ethical rules related to his field. | | | | X | |
3 | The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies. | | | | X | |
4 | The student manages a duty independently by using the knowledge about his field at a basic level. | | | | X | |
5 | The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning. | | | X | | |
6 | The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires. | | | X | | |
7 | The student complies with and contributes to quality management and processes. | | | | X | |
8 | The student has sufficient consciousness about individual and public health, environmental protection and work safety issues. | | | | | |
9 | The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities. | | | 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 | 14 | 2 | 28 |
Guided Problem Solving | 2 | 5 | 10 |
Resolution of Homework Problems and Submission as a Report | 0 | 0 | 0 |
Term Project | 0 | 0 | 0 |
Presentation of Project / Seminar | 0 | 0 | 0 |
Quiz | 0 | 0 | 0 |
Midterm Exam | 1 | 30 | 30 |
General Exam | 1 | 50 | 50 |
Performance Task, Maintenance Plan | 0 | 0 | 0 |
Total Workload(Hour) | 118 |
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(118/30) | 4 |
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 | TDS2126520 | Fall Semester | 2+0 | 2 | 4 |
Prerequisites Courses | |
Recommended Elective Courses | |
Language of Course | Turkish |
Course Level | Short Cycle (Associate's Degree) |
Course Type | Required |
Course Coordinator | Assist.Prof. Derya TUĞLU |
Name of Lecturer(s) | Lect. Ceren Selma ŞENTÜRK |
Assistant(s) | |
Aim | To give general information about Customer Relationship Management. |
Course Content | This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management (CRM),Components of CRM,Stages of CRM,Customer keeping and customer loyalty,Communication with customers,Organisational Culture,CRM in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation of the sales team and performance evaluation. |
Dersin Öğrenme Kazanımları | Teaching Methods | Assessment Methods |
1.Explains the Customer Relationship Management and its processes. | 16, 9 | A |
2.Explains the importance of communication and Customer Relationship Management for the business organisations | 10, 9 | A |
Implements activities to create patient loyalty. | 10, 13, 16, 9 | A |
Illustrates methods of creating patient satisfaction. | 10, 13, 16, 19, 9 | A |
Will be able to evaluate patient acquisition and retention activities. | 10, 13, 19, 9 | A |
Examples of patient complaints. | 10, 16, 19, 9 | A |
Teaching Methods: | 10: Discussion Method, 13: Case Study Method, 16: Question - Answer Technique, 19: Brainstorming Technique, 9: Lecture Method |
Assessment Methods: | A: Traditional Written Exam |
Course Outline
Order | Subjects | Preliminary Work |
---|
1 | Consumer behaviours-I | |
2 | Consumer behaviours-II | |
3 | Introduction to customer relationship management (CRM) | |
4 | Components of CRM | |
5 | Stages of CRM | |
6 | Customer keeping and customer loyalty | |
7 | Communication with customers | |
8 | Organisational Culture | |
9 | CRM in health sector | |
10 | Sales management-I | |
11 | Sales management-II | |
12 | Sales technics-I | |
13 | Sales technics-II | |
14 | Motivation of the sales team and performance evaluation | |
Resources |
Lecturer's own notes |
Müşteri İlişkileri Yönetimi, Detay Yayınları
Müşteri İlişkileri Yönetimi, Anadolu Üni.A.Ö.F. Yayınları
Müşteri İlişkileri Yönetimi ve Satış Gücü Niteliklerinin Firma Marka İmajına Etkisi, (Pelin Özgen, Özgür SAkınç) |
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications |
No | Program Qualification | Contribution Level |
1 | 2 | 3 | 4 | 5 |
1 | The student acquires theoretical and practical knowledge related to his field at a basic level. | | | | X | |
2 | The student owns information about moral discipline and ethical rules related to his field. | | | | X | |
3 | The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies. | | | | X | |
4 | The student manages a duty independently by using the knowledge about his field at a basic level. | | | | X | |
5 | The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning. | | | X | | |
6 | The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires. | | | X | | |
7 | The student complies with and contributes to quality management and processes. | | | | X | |
8 | The student has sufficient consciousness about individual and public health, environmental protection and work safety issues. | | | | | |
9 | The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities. | | | 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: 08/11/2023 - 10:00Son Güncelleme Tarihi: 08/11/2023 - 10:02
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