E-CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
ELT303	E-CUSTOMER RELATIONSHIP MANAGEMENT	5	3	3	5

GENERAL INFORMATION
Language of Instruction :	Turkish
Level of the Course Unit :	BACHELOR'S DEGREE, TYY: + 6.Level, EQF-LLL: 6.Level, QF-EHEA: First Cycle
Type of the Course :	Compulsory
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit	Assoc.Prof. MUSTAFA ÇANAKÇIOĞLU
Instructor(s) of the Course Unit	Assist.Prof. PINAR BACAKSIZ
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	The main aim of the course is to enable to realize customer relationship management in digital environment.
Contents of the Course Unit:	Customer orientation, customer satisfaction, E-CRM, Customer loyalty

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Ability to manage customer relations in digital environments
Resolving customer complaints in digital environments, providing customer satisfaction
Developing personal communication
Increasing problem solving skills
Developing analytical thinking skills

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Reading lecture notes	CRM- Customer Relations Concept and Features	Lecture, Presentation, Question and Answer
2	Reading lecture notes	Differences between E-CRM Concept and traditional CRM	Lecture, Presentation, Question and Answer
3	Reading lecture notes	The concept of communication and the importance of communication in marketing	Lecture, Presentation, Question and Answer
4	Reading lecture notes	Customer value, customer loyalty and customer focus concepts	Lecture, Presentation, Question and Answer
5	Reading lecture notes	Digital Consumer behavior (consumer perception, attitude, behavior patterns)	Lecture, Presentation, Question and Answer
6	Reading lecture notes	Digital Consumer behavior (models of purchasing behavior)	Lecture, Presentation, Question and Answer
7	Reading lecture notes	Relationship marketing on digital platforms	Lecture, Presentation, Question and Answer
8	-	MID-TERM EXAM	-
9	Reading lecture notes	Strategic CRM management	Lecture, Presentation, Question and Answer
10	Reading lecture notes	E-CRM planning	Lecture, Presentation, Question and Answer
11	Reading lecture notes	Digital Customer Complaint Management	Lecture, Presentation, Question and Answer
12	Reading lecture notes	CRM programları ve uygulamaları	Lecture, Presentation, Question and Answer
13	Reading lecture notes	Customer Satisfaction Studies	Lecture, Presentation, Question and Answer
14	Reading lecture notes	The Concept of Service and Its Importance in Customer Relationships	Lecture, Presentation, Question and Answer
15	Reading lecture notes	General review and evaluation of project work	Lecture, Presentation, Question and Answer
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Müşteri ilişkileri eğitimi / Erdoğan, Taşkın.
Turizm işletmelerinde elektronik müşteri ilişkileri : (E-Miy) / Evrim Çeltek ; ed. Meryem Kozak Akoğlan.

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	Learns the basic information about electronic commerce.						5
2	Gains awareness about project and risk management skills and the importance of entrepreneurship, innovation and sustainable development.			2

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Follows new generation marketing strategies by learning digital marketing.						5

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Correctly relates the relationship between electronic commerce and information and communication technologies.						5

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Applies the knowledge and skills related to the field, taking into account its social and ethical responsibilities.						5

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Researches developments in science and technology and understands the importance of constantly renewing themselves adopting lifelong learning as a principle.						5

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Gains skills in web and graphic design.	0
2	Has the ability to produce innovative works by learning to use digital tools effectively.				3

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Evaluates the developments in the world from an intellectual perspective in the light of the joint faculty courses taken.					4

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Analyzes the current e-commerce environment.						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	13	5	65
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	9	5	45
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	6	4	24
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	44	0	178