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 : | 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. GÜLŞEN FİLAZOĞLU ÇOKLUK |
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 |
Use knowledge sources consisting of the most effective methods and up-to-date information, implementation of tools and materials about psychology and supporting disciplinaries.
(Blooms 3)
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2 |
Determine problems in the field of psychology and solve them. (Blooms 3)
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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 |
Discriminate between normal and abnormal behaviours. (Blooms 2)
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2 |
Interpret psychology researches and report on them. (Blooms 3)
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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 between psychology and other social sciences on relations. (Blooms 4)
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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 |
Apply psychological tests. (Blooms 3)
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2 |
Integrate knowledge and skills gained on the theories of contemporary psychology in the phases of helping individuals. (Blooms 6)
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3 |
Conduct several experiments in the field of psychology. (Blooms 6)
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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 |
Collaborate with relevant organizations and individuals on the field studies. (Blooms 6)
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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 |
Integrate developments in the field of psychology to the existing knowledge.
(Blooms 6)
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2 |
Scientifically analyse human behaviours. (Blooms 4)
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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 knowledge and ideas gained in the field fluently and apprehensibly in a written way and verbally. (Blooms 2)
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2 |
Recognize individual, national and universal effects of problems in the field of psychology. (Blooms 2)
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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 |
Integrate computer software and hardware and statistics in the field of psychology to their studies. (Blooms 6)
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2 |
Survey developments in informatics and communication technologies. (Blooms 4)
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3 |
Support social projects in the field of psychology. (Blooms 5)
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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 |