Code | Name of the Course Unit | Semester | In-Class Hours (T+P) | Credit | ECTS Credit |
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YBS318 | CUSTOMER RELATIONSHIP MANAGEMENT | 5 | 3 | 3 | 5 |
GENERAL INFORMATION |
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Language of Instruction : | Turkish |
Level of the Course Unit : | , TYY: + , EQF-LLL: , QF-EHEA: |
Type of the Course : | Elective |
Mode of Delivery of the Course Unit | - |
Coordinator of the Course Unit | |
Instructor(s) of the Course Unit | |
Course Prerequisite | No |
OBJECTIVES AND CONTENTS |
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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) |
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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 |
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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 |
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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 |
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Assessment & Grading of In-Term Activities | Number of Activities | Degree of Contribution (%) | Description |
Level of Contribution | |||||
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0 | 1 | 2 | 3 | 4 | 5 |
KNOWLEDGE |
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Theoretical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Describe basic theories of microeconomics and macroeconomics by benefiting from assumptions and axioms.
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2 |
Recognize the entries in the book and financial balance sheet of the business organization.
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3 |
Define concepts, theories and principles of basic and subfields of international trade by adhering to the background knowledge.
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KNOWLEDGE |
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Factual |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Summarize historical development of the international trade theories by adhering to the chronological order.
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2 |
Use theoretical knowledge gained in the field of international trade in occupational practices and daily life.
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3 |
Solve financial and legal problems confronted in international trade practices.
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SKILLS |
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Cognitive |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Relate statistical raw data by benefiting from computer programs and relate data with one another in consideration of theoretical knowledge.
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2 |
Evaluate developments in the world in consideration of common courses in the faculty with an intellectual perspective.
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SKILLS |
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Practical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Interpret current events and facts in international trade based on advanced knowledge and skills from an analytical and systematic holistic view.
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OCCUPATIONAL |
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Autonomy & Responsibility |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Relate knowledge about economic globalization and internationalization with current knowledge in the field.
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OCCUPATIONAL |
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Learning to Learn |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Examine current economic policies applied over the gained advanced knowledge and skills by a critical approach.
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OCCUPATIONAL |
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Communication & Social |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Explain demands in written or verbally by using the foreign language skill in business and social life effectively.
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2 |
Tell knowledge, thoughts and solution offers regarding subjects in international trade to relevant stakeholders demands in written or verbally.
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3 |
Design a healthy communication network for themselves in the business world by using social life skills.
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OCCUPATIONAL |
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Occupational and/or Vocational |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Analyze current issues, events and problems by benefiting from theoretical and historical knowledge of international trade and economics.
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2 |
Develop suggestions for international trade policies by determining economic problems in the macro level.
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3 |
Apply commercial applications in consideration of knowledge gained in financing and management of international trade by being inclusive of international market
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4 |
Discuss the effects of commercial and financial globalization processes on the income distribution, by benefiting from data.
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WORKLOAD & ECTS CREDITS OF THE COURSE UNIT |
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Workload for Learning & Teaching Activities |
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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 |
Total Workload of the Course Unit | 125 | ||
Workload (h) / 25.5 | 4,9 | ||
ECTS Credits allocated for the Course Unit | 5,0 |