CUSTOMER RELATIONS MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
TTP103	CUSTOMER RELATIONS MANAGEMENT	1	3	3	4

GENERAL INFORMATION
Language of Instruction :	Turkish
Level of the Course Unit :	, TYY: + , EQF-LLL: , QF-EHEA:
Type of the Course :	Compulsory
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit
Instructor(s) of the Course Unit
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)
Understanding the importance of Customer Relationship Management as a marketing strategy. Characteristics and intended use of what is explained.
Customer relationship types and strategies are defined. Analysis results and management tools are evaluated.
Database-based marketing applications are examined. The types of marketing tools to be used in the field of study and the advantages of the applications are analyzed.
Customer loyalty programs and customer strategies for promotion are evaluated and evaluated.

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

SOURCE MATERIALS & RECOMMENDED READING
Customer Relationship Management (Seçkin Yayıncılık), Yavuz DEMİREL
Customer Relationship Management in Sales and Marketing (Aura), Yavuz ODABAŞI
Business Management (Alfa), Prof.Dr. Contact Ömer directly
Health Business Administration (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	To follow and comprehend the legal regulations, professional standards and practices in the field						5
2	To be able to use basic knowledge and skills related to the field, to interpret and evaluate the data and to realize the problems that may occur and to propose solutions.						5
3	To be able to access, evaluate and apply scientific knowledge in line with theoretical and practical knowledge acquired in the field.					4
4	To be able to work on basic level projects related to the field, to take responsibility individually and in team work and to solve problems.	0
5	To be able to make health, safety and risk assessment related to the field and to take precautions against dangers.	0

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Identify problems related to the field, produce and present solutions.					4
2	To improve the professional knowledge and skills of the team and to evaluate the performances objectively.						5
3	To be able to manage technical and professional activities related to the field in complex and unforeseen situations.	0
4	To take responsibility as a team member.					4
5	To be able to use information related to the field in business environment and profession.						5
6	To have basic knowledge about the concepts and principles related to the field.	0
7	To be able to legalize the works in the field and to perform within the professional standards.	0

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses basic theoretical and practical knowledge related to the field, basic computer programs and related technologies.					4
2	Know and apply document management in the field						5
3	Has knowledge of computer programs, has knowledge of keyboard techniques effectively uses						5

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Has the ability to use the knowledge acquired in the field of business administration and management in decisions, practices and behaviors.	0
2	Has the ability to analyze, interpret and evaluate the information related to the field.						5
3	Interprets and evaluates data by using the basic knowledge and skills acquired in the field of health, identifies, analyzes and takes part in studies planned for solution.	0

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Carries out a given task independently by using his / her basic knowledge in the field of health.						5
2	Work as a team member to solve complex and unpredictable problems encountered in health-related practices.					4
3	Manages the activities for the development of the employees under the responsibility of a project.						5
4	Acts in accordance with the laws, regulations, legislation and professional ethics rules related to her duties, rights and responsibilities as an individual.	0
5	In the field of Medical Promotion and Marketing, it monitors the events on the agenda of the society and the world and is sensitive to developments.					4

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Evaluates the basic knowledge and skills acquired in the field of health with a critical approach.	0
2	Identify learning needs and guide learning.						5
3	Has the awareness of lifelong learning.						5

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Informs the related persons and institutions by using the basic knowledge and skills in the field of health, transfers their thoughts and solutions to problems in written and verbal form.	0
2	He / She shares his / her ideas and solutions for problems related to the field of health with experts and non-experts.						5
3	Contributes to projects and activities for the social environment in which he lives with the awareness of social responsibility.					4
4	Contributes to projects and activities for the social environment in which he lives with the awareness of social responsibility.	0
5	Uses information and communication technologies together with computer software at a basic level of at least European Computer Driving License required by the field.						5

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Acts in accordance with social, scientific, cultural and ethical values in the stages of collecting, interpreting, applying and announcing the results related to the field of health.						5
2	Acts in accordance with quality management and processes and participates in these processes.						5
3	Has sufficient awareness about individual and public health, environmental protection and occupational safety.	0
4	Acts in accordance with the laws, regulations, legislation and professional ethics rules related to her duties, rights and responsibilities as an individual.	0
5	Has experience of working with other health disciplines.						5

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	3	42
Preliminary & Further Study	14	3	42
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	1	7
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	7	1	7
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	44	0	100