CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
YBS318	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 :	Elective
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit	Assist.Prof. RAMAZAN İNAN
Instructor(s) of the Course Unit
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	This course aims to inform students about customer relationship management.
Contents of the Course Unit:	Course basic content; the components and models of customer relationship management, transition to customer relationship management and implementation process, elements of customer relationship management, communication with customers, customer satisfaction, customer loyalty and customer loyalty, and customer complaint management.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Explain the components and models of customer relationship management. (Explain) (Bloom’s 2)
Discuss the elements of customer relationship management. (Discuss) (Bloom’s 2)
Compare the concepts of customer satisfaction, customer loyalty and customer loyalty. (Compare) (Bloom’s 2)
Apply customer complaint management processes. (Apply) (Bloom’s 3)
Categorize customer relationship management applications. (Categorize) (Bloom’s 4)

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Reading a chapter in the coursebook	The basic concepts of customer relationship management	Lecture & Discussion
2	Reading a chapter in the coursebook	The components and models of customer relationship management	Lecture & Discussion
3	Reading a chapter in the coursebook	Transition to customer relationship management and implementation process	Lecture & Discussion
4	Reading a chapter in the coursebook	Elements of customer relationship management	Lecture & Discussion
5	Reading a chapter in the coursebook	Communication with customers	Lecture & Discussion
6	Reading a chapter in the coursebook	Customer identification, customer selection and customer acquisition	Lecture & Discussion
7	Reading a chapter in the coursebook	Customer retention and extention	Lecture & Discussion
8	-	MID-TERM EXAM	-
9	Reading a chapter in the coursebook	Success and failure in customer relationship management	Lecture & Discussion
10	Reading a chapter in the coursebook	Customer satisfaction, customer commitment, customer loyalty	Lecture & Discussion
11	Reading a chapter in the coursebook	Customer lifetime value	Lecture & Discussion
12	Reading a chapter in the coursebook	Organizational culture and customer relations	Lecture & Discussion
13	Reading a chapter in the coursebook	Customer complaint management	Lecture & Discussion
14	Reading a chapter in the coursebook	Customer relationship management applications	Lecture & Discussion
15	Reading a chapter in the coursebook	Examples of sector applications	Lecture & Discussion
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Odabasi, Y. (2015). Müsteri Iliskileri Yonetimi. Aura Publications.
Buttle, F. & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies, 4th Edition, NY: Routledge, Taylor & Francis Group.
Kumar, V. & Reinartz, W. (2018). Customer Relationship Management, Concept, Strategy, and Tools, Springer Texts in Business and Economics.
Baran, R. J. & Galka, R. J. (2017). Customer Relationship Management: The Foundation of Contemporary Marketing Strategy, 2nd Edition, NY: Routledge, Taylor & Francis Group.

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	Describe the basic characteristics of the tourism industry and the basic concepts related to the Tourism Guidance profession and relate those with the characteristics of tourism businesses
2	Discusses the structure, operation and importance of tourism industry in country development and relates with tourism business

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Explains and interprets culture, history, religion, art, geography way of thinking and way of life the various civilizations who lived in Turkey.

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Plans a tour program considering the travel purpose, the type and the characteristics of the touristic region in accordance with the theoretical knowledge gained in the field of Tourism Guidance and discusses the functioning.
2	Underlines the importance of professional development by following scientific and current developments in the fields of tourism, art and archeology, and acts defensive attitude and behavior towards the necessity of lifelong learning.

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Analyzes numerical and statistical data and results in accordance with ethical values for current practices in the field of tourism .
2	Knows and applies the legal regulations related to tourism field, tourist guidance professional law and professional organizations.

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	By taking leadership role in tour groups; administers the tour program and solves possible problems during the tour.

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses the skills of explaining and presenting Turkey's and other regions natural and cultural assets that have, ancient city, ruins and historical artefacts and architectural art, culture, cuisine, folklore, flora and fauna features of regions etc.

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Shows the communication skill and presentation skill effectively in written and verbal and expresse his / her professional knowledge accurately and effectively.
2	Shows reading, writing, comprehension, speaking and writing skills in English and in a second foreign language (Arabic, Russian, Chinese).)

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses knowledge and competences related to preparation, implementation and supervision of a tour.
2	By using the personality traits that have social skills required by the Tourism Guidance profession; arranges projects, organizations and activities with sustainable, societal and social content specific to the field.
3	Shows a sensitive attitude towards the negative effects of tourism on the physical and social environment, acts with the consciousness of preserving abstract and concrete cultural assets

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	2	26
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	5	35
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	5	4	20
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	41	0	125