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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 Face to face
Coordinator of the Course Unit Prof.Dr. SACİDE VURAL
Instructor(s) of the Course Unit

OBJECTIVES AND CONTENTS

Objectives of the Course Unit: This course aims to inform students about customer relationship management.
Contents of the Course Unit: Customer Relationship Management emerges as a concept that demonstrates its importance in the conditions of competition in today's competitive environment. Contents of the course include the subjects such as emphasizing the importance of CRM applications for enterprises and how the relations between the enterprise and the customer are organized.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)

Evaluate the customer relationship management systems.
Recognize the basic principles of customer relationship management.
Analyze development processes of customer relationship management.
Evaluate customer relationship management practices.
Compare the use of customer relationship management systems.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY

Week Preparatory Topics(Subjects) Method
1 - Introduction to the course, general overview Lecture & Discussion
2 Reading a chapter in the coursebook Developing a framework for customer relations management Lecture & Discussion
3 Reading a chapter in the coursebook Strategy developing process Lecture & Discussion
4 Reading a chapter in the coursebook Value creation process Lecture & Discussion
5 Reading a chapter in the coursebook Information management process Lecture & Discussion
6 Reading a chapter in the coursebook Performance evaluation process Lecture & Discussion
7 Reading a chapter in the coursebook Defining customers Lecture & Discussion
8 - MID-TERM EXAM -
9 Reading a chapter in the coursebook General Revision Lecture & Discussion
10 Reading a chapter in the coursebook Interaction with customer: working strategy with customer Lecture & Discussion
11 Reading a chapter in the coursebook Using interactive tools for learner relations Lecture & Discussion
12 Reading a chapter in the coursebook Privacy and customer feedback Lecture & Discussion
13 Reading a chapter in the coursebook Mass adaptation for learner relations Lecture & Discussion
14 Reading a chapter in the coursebook Determining the success in customer-based initiatives Lecture & Discussion
15 Reading a chapter in the coursebook General Revision Lecture & Discussion
16 - FINAL EXAM -
17 - FINAL EXAM -

SOURCE MATERIALS & RECOMMENDED READING

Odabasi, Y. (2015). Müsteri Iliskileri Yonetimi. Aura Publications.

ASSESSMENT

Assessment & Grading of In-Term Activities Number of Activities Degree of Contribution (%) Description
Level of Contribution
0 1 2 3 4 5

CONTRIBUTION OF THE COURSE UNIT TO THE PROGRAMME LEARNING OUTCOMES

KNOWLEDGE

Theoretical

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Define the basic concepts of economics, administrative and human sciences.
2
Summarize the basic communication theories with information about the field of Radio Television and Cinema.
3
Communicate and explain the current information about communication with communication theories.

KNOWLEDGE

Factual

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Relate the knowledge and facts in the field of communication with other areas of social sciences such as law, philosophy, economics, politics, and sociology.
2
Explain the structure and operation of the radio, television and cinema industries and use this information in their professional life.

SKILLS

Cognitive

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Using the data sources published in his / her field effectively, he /she conduct research and use the results in his / her studies.
2
Analyze the international media structures and choose the media structure that is appropriate for his/her community.

SKILLS

Practical

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Analyze and evaluate social events at national and international level through media practices.

OCCUPATIONAL

Autonomy & Responsibility

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Apply his / her knowledge about media management and organization in his / her professional life.
2
Propose individual or team solutions for any problems in professional applications and production.

OCCUPATIONAL

Learning to Learn

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Follow the developments in the field of communication, the studies related to the field and the mass media tools, and critically discuss the acquired knowledge.
2
Critically interpret the economic, political and sociological dimensions of the media.
3
Recognize universal norms of law and evaluate existing structures in the field of communication in the context of communication law and communication ethics and apply these gains throughout life.

OCCUPATIONAL

Communication & Social

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Conduct literature research in a foreign language related to his/her field.
2
Prepare presentations for the film festival in Turkey and abroad, media organizations and communication symposia by using the communication skills.

OCCUPATIONAL

Occupational and/or Vocational

Programme Learning Outcomes Level of Contribution
0 1 2 3 4 5
1
Defend scientific, social and ethical values in his / her field studies.
2
Create film history, script, fiction, audio and video techniques knowledge and designs short or feature film stages.

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
Total Workload of the Course Unit 125
Workload (h) / 25.5 4,9
ECTS Credits allocated for the Course Unit 5,0