CUSTOMER RELATIONSHIP PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
SBP217	CUSTOMER RELATIONSHIP	3	2	2	4

GENERAL INFORMATION
Language of Instruction :	Turkish
Level of the Course Unit :	ASSOCIATE DEGREE, TYY: + 5.Level, EQF-LLL: 5.Level, QF-EHEA: Short Cycle
Type of the Course :	Elective
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit	Lecturer AYLİN KOÇ
Instructor(s) of the Course Unit	Assist.Prof. PELİN ÖZGÜNAY
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	It is able to apply customer relationship processes, dominate the phenomenon of customer loyalty, recognize customer complaints management, select information technology in the implementation process, and understand the role of customer relationship management in terms of marketing, implementation and control, meeting customer requests and needs and explaining customer relationship usage areas. The aim of this course is to demonstrate its role in terms of making, growing and loyal, and to use the technological products in the service area and to adopt them to the customers.
Contents of the Course Unit:	With the explanation of customer relationship management concept based on strategy, organization and information technologies, it shows its role in marketing practices and its importance in terms of marketing practices. In addition, explanations are made about concepts such as “customer relationship management”, “customer value”, “customer loyalty”, “analytical and operational CRM”.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Knows the importance of Customer Relationship Management as a marketing strategy.
Defines the types and strategies of customer relations.
Recognizes database-based marketing applications.
Evaluates customer loyalty programs and customer strategies for retention.
Knows the features and purposes of Customer Relationship Management.
Evaluates the analysis results and management tools of Customer Relationship Management.
Analyzes what kind of marketing tools will be used in the field of study and the advantages of their applications.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Literature review, question and answer	Introduction to Customer Relationship Management (CRM)	Theoretical, slide
2	Literature review, question and answer	Defining Customer Relations	Theoretical, slide
3	Literature review, question and answer	Relational Marketing Approach	Theoretical, slide
4	Literature review, question and answer	Customer Concept and Defining Customer Needs and Needs	Theoretical, slide
5	Literature review, question and answer	Planning and Implementation of Customer Relations Projects	Theoretical, slide
6	Literature review, question and answer	Customer Portfolio Management	Theoretical, slide
7	Literature review, question and answer	Value Creation Process for Customers	Theoretical, slide
8	-	MID-TERM EXAM	-
9	Literature review, question and answer	Müşteri Kazanma ve Tutma	Theoretical, slide
10	Literature review, question and answer	Customer Information and Customer Pyramid Analysis	Theoretical, slide
11	Literature review, question and answer	Customer Relationship Measurement Analysis	Theoretical, slide
12	Literature review, question and answer	Customer Retention and Development Strategies	Theoretical, slide
13	Literature review, question and answer	Management of Supplier and Partnership Relations	Theoretical, slide
14	Literature review, question and answer	Customer Relations Information Technologies Use and Objectives	Theoretical, slide
15	Literature review, question and answer	Contributing to Customer Complaints Management	Theoretical, slide
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Müşteri İlişkileri Yönetimi ( Seçkin Yayıncılık ), Yavuz DEMİREL
Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi ( Aura ), Yavuz ODABAŞI
İşletme Yönetimi ( Alfa ), Prof.Dr. Ömer DİNÇER
Sağlık İşletmeleri Yönetimi ( Nobel ), Prof.Dr. Dilaver TENGİLLİOĞLU

ASSESSMENT
Assessment & Grading of In-Term Activities	Number of Activities	Degree of Contribution (%)	Description

Level of Contribution
0	1	2	3	4	5

KNOWLEDGE
Theoretical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Defines the types of skin, skin analysis can be done.		1
2	Identifies skin diseases.		1
3	Hair and scalp diseases, learns the factors that affect the health of the hair and scalp		1
4	Will have sufficient technical knowledge about anatomy and physiology of the body		1
5	Have knowledge about message types and techniques.		1
6	Know the structure of nail and define nail diseases.		1

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Be able to access the application of theoretical and practical knowledge and skin care.					4
2	Reaches theoretical and practical knowledge to apply the techniques of body care and the ability to use tools and equipments.						5
3	Can make body analysis and measurements.						5
4	Defines hair types and hair care cures.						5

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Can operate a salon related to hair design or skin and body care.			2
2	Can reach competence in massage hair removal and make-up.						5

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Will have enough information and skills in hair styling techniques.		1
2	Can open a salon related to hair design or skin and body care.					4
3	Effective use of information technologies and prepare presentations.						5

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Can operate a salon related to hair design or skin and body care.			2
2	Can work in a salon related to hair design or skin and body care.						5
3	Can reach competence in massage hair removal and make-up.						5

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Will be able to access the application of theoretical and practical knowledge of skin care.						5
2	Access the theoretical and practical knowledge to do manicure and pedicure.						5
3	Access the activity using the technique to make the appropriate make-up cosmetic products.						5

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Can comminuciate well in service sector, working life, and human relationships.						5
2	Will have the knowledge of foriegn languages to comminucate with colleagues and fallow the latest developments in the sector			2
3	Will fallow career exhibitions and proffessional developments in the field.						5

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Use of tools and equipments in the field of hair care and beauty services.						5
2	Gains the ability to use tools and equipments related to body care.						5
3	Gains the ability to use tools and equipments related to skin care.	0
4	Gains the ability to use devices and equipments for hair removal and depilation.					4

WORKLOAD & ECTS CREDITS OF THE COURSE UNIT
Workload for Learning & Teaching Activities
Type of the Learning Activites	Learning Activities (# of week)	Duration (hours, h)	Workload (h)
Lecture & In-Class Activities	14	2	28
Preliminary & Further Study	14	2	28
Land Surveying	0	0	0
Group Work	0	0	0
Laboratory	0	0	0
Reading	0	0	0
Assignment (Homework)	0	0	0
Project Work	0	0	0
Seminar	0	0	0
Internship	0	0	0
Technical Visit	0	0	0
Web Based Learning	0	0	0
Implementation/Application/Practice	0	0	0
Practice at a workplace	0	0	0
Occupational Activity	0	0	0
Social Activity	0	0	0
Thesis Work	0	0	0
Field Study	0	0	0
Report Writing	0	0	0
Final Exam	1	1	1
Preparation for the Final Exam	7	3	21
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	7	3	21
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	44	0	100