Code | Name of the Course Unit | Semester | In-Class Hours (T+P) | Credit | ECTS Credit |
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HTP214 | CUSTOMER RELATIONSHIP MANAGEMENT | 4 | 3 | 2 | 5 |
GENERAL INFORMATION |
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Language of Instruction : | Turkish |
Level of the Course Unit : | ASSOCIATE DEGREE, TYY: + 5.Level, EQF-LLL: 5.Level, QF-EHEA: Short Cycle |
Type of the Course : | Compulsory |
Mode of Delivery of the Course Unit | - |
Coordinator of the Course Unit | Lecturer ATİLLA AKALIN |
Instructor(s) of the Course Unit | Lecturer ATİLLA AKALIN |
Course Prerequisite | No |
OBJECTIVES AND CONTENTS |
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Objectives of the Course Unit: | It is the transfer of information about the basic principles, approaches and applications of the customer-oriented marketing approach. |
Contents of the Course Unit: | Introduction to Customer Relationship Management - Communication with Customers and Its Dimensions - Customer Loyalty and Quality in Services - Strategic Approach in Customer Relationships - Customer Acquisition, Retention and Customer Lifetime Value Creation - Customer Objections and Complaint Management - Relationship of Customer Relationship Management with Other Concepts - Customer Relationship Management and E-Commerce - Measuring Customer Relationships - Customer Relationship Management Industry Practices - Case Studies |
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 definition and concept of customer relationship management. |
It reveals misconceptions about customer relationship management. |
Explain the importance of listening in resolving communication barriers with customers. |
Explain the concepts of customer loyalty and quality in customer relations. |
Relates strategic issues with each other in terms of customer relations. |
Learns information about customer objections and meeting. |
The complainant knows the characteristics of the customer. |
Gains information about the competitive advantages that customer relationship management can provide to businesses. |
Have an idea about the relationship of CRM with total quality management, data-based marketing, market orientation, organizational culture and public relations |
Understands the relationship between customer relationship management and e-commerce. |
Knows the techniques used in the measurement of customer relations. |
WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY |
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Week | Preparatory | Topics(Subjects) | Method |
1 | Related Reading | Introduction to Customer Relationship Management | Lecture, Question and Answer |
2 | Related Reading | Communication with Customers and Dimensions | Lecture, Question and Answer, Practice, Discussion Method |
3 | Related Reading | Customer Loyalty and Quality in Services | Lecture, Question and Answer, Practice, Discussion Method |
4 | Related Reading | Strategic Approach in Customer Relations | Lecture, Question and Answer, Practice, Discussion Method |
5 | Related Reading | Customer Acquisition, Retention, and Creating Customer Lifetime Value | Lecture, Question and Answer, Practice, Discussion Method |
6 | Related Reading | Customer Objections and Complaint Management | Lecture, Question and Answer, Practice, Discussion Method |
7 | Related Reading | Relationship of Customer Relationship Management with Other Concepts | Lecture, Question and Answer, Practice, Discussion Method |
8 | - | MID-TERM EXAM | - |
9 | Related Reading | Customer Relationship Management and E-Commerce | Lecture, Question and Answer, Practice, Discussion Method |
10 | Related Reading | Measuring Customer Relations | Lecture, Question and Answer, Practice, Discussion Method |
11 | Related Reading | Customer Relationship Management Industry Practices | Lecture, Question and Answer, Practice, Discussion Method |
12 | Related Reading | Case Studies | Lecture, Question and Answer, Practice, Discussion Method |
13 | Related Reading | Case Studies | Lecture, Question and Answer, Practice, Discussion Method |
14 | Related Reading | Case Studies | Lecture, Question and Answer, Practice, Discussion Method |
15 | _ | An overview | Lecture, Question and Answer |
16 | - | FINAL EXAM | - |
17 | - | FINAL EXAM | - |
SOURCE MATERIALS & RECOMMENDED READING |
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Ünal, S. (2020). Müşteri İlişkileri Yönetimi, Atatürk Üniversitesi Açıköğretim Fakültesi Yayını |
Timur, N. ve Barış, G. (2019). Müşteri İlişkileri Yönetimi, Anadolu Üniversitesi Açıköğretim Fakültesi Yayın |
Odabaşı, Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Aura Kitapçılığı |
Odabaşı, Y. (2013). Kalıcı Başarı İçin Müşteri Hizmetleri, MediaCat Kitapları |
Demirel, Y. (2017). Müşteri İlişkileri Yönetimi, Seçkin Yayıncılık |
Sasık, T. B. (2018). Fanatik Müşteri Yaratmanın Yolları, Ceres Yayınları |
Durukal, E. ve Armağan, E. (2019). E-CRM, The Kitap |
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 |
Communication Science explains the basic concepts of public relations and associate them with the theoretical foundation of Communication Sciences.
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3 |
KNOWLEDGE |
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Factual |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Sosyloj and statistical issues related to their branches as they have in the theoretical and practical information solutions for public relations use.
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3 |
SKILLS |
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Cognitive |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Analyzes the social requirements and in accordance with the requirements of applications under realistic models of communication design.
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3 | |||||
2 |
A specific conceptual model using the methods of modern public relations knows.
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3 |
SKILLS |
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Practical |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Existing applications in the field of Public Relations analyze, evaluate and develop applications for their development.
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2 | |||||
2 |
PR issues involved in the field selects the appropriate research methods and techniques, apply.
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3 | |||||
3 |
PR modern techniques and tools necessary for the application selects and uses effective.
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3 |
OCCUPATIONAL |
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Autonomy & Responsibility |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Research design and methods, surveys, collecting data, analyzing the results, evaluation of consciousness and responsibility to have.
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3 | |||||
2 |
May carry out work effectively as an individual.
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3 | |||||
3 |
Ability to work effectively within a team and take responsibility shows.
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3 |
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 |
Conscious of the necessity of lifelong learning, science and technology developments can be followed through the mass media and can renew themselves.
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3 | |||||
2 |
Project management, workplace practices, employee health, environmental and safety issues is conscious.
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3 | |||||
3 |
Social Responsibility solutions and applications are aware of the universal and social effects and is aware of the importance of this issue.
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3 |
OCCUPATIONAL |
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Communication & Social |
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Programme Learning Outcomes | Level of Contribution | ||||||
0 | 1 | 2 | 3 | 4 | 5 | ||
1 |
Oral or written, express a problem and can communicate effectively and have at least one foreign language.
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3 |
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 |
Contact management, supervision, development and safety / reliability knowledgeable about and be able to apply this information in the study.
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3 | |||||
2 |
With professional and ethical responsibility of spreading awareness in the society has this responsibility.
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3 |
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 | 14 | 3 | 42 |
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 | 3 | 10 | 30 |
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 | 2 | 2 | 4 |
Mid-Term Exam | 1 | 1 | 1 |
Preparation for the Mid-Term Exam | 2 | 2 | 4 |
Short Exam | 0 | 0 | 0 |
Preparation for the Short Exam | 0 | 0 | 0 |
TOTAL | 37 | 0 | 124 |
Total Workload of the Course Unit | 124 | ||
Workload (h) / 25.5 | 4,9 | ||
ECTS Credits allocated for the Course Unit | 5,0 |