CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
MIY208E	CUSTOMER RELATIONSHIP MANAGEMENT	8	3	3	6

GENERAL INFORMATION
Language of Instruction :	English
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. MAHRUK RASHIDI
Instructor(s) of the Course Unit
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	The aim of this course is to provide the necessary information to enable customers to properly understand the needs of their customers and to make successful advertising work in this context.
Contents of the Course Unit:	In this course, deals with the communication model and elements that are determined in the context of the relationship between the customer and advertisement today.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Recognize concepts related to customer relationships.
Know the concept of customer focus.
It has information about customer satisfaction and satisfaction measurement.
It has information about the factors that affect customer loyalty.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	-	Defining concepts related to customer relationship management.	-
2	-	Factors that determine customer relationships in the advertising industry.	-
3	-	Customer relations process in advertising sector I.	-
4	-	Customer relations process in advertising sector II.	-
5	-	Advertising agencies' methods of winning customers.	-
6	-	Challenges in managing customer relationships and suggested solutions.	-
7	-	The main features of the brief and writing brief.	-
8	-	MID-TERM EXAM	-
9	-	Case study solution and applications.	-
10	-	The functioning and management of the process.	-
11	-	Case study solution and applications.	-
12	-	Writing and presentation of campaign reports.	-
13	-	Case study solution and applications.	-
14	-	Evaluation of advertising agencies from the customer's point of view.	-
15	-	Case study solution and applications.	-
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Course notes

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	Have that require advanced theoretical and practical knowledge of the main areas of nursing.	0

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Believes in the philosophy of holistic health care.	0

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Plans, implements, evaluates, and records checks protective, developer, treatment and level of rehabilitative evidence-based nursing care.	0

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Uses that require advanced theoretical and practical knowledge of the main areas of nursing.	0

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Takes responsibility of issues related to person/family/community health.	0

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Sustains learning with the awareness lifelong learning.						5

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Cooperates as a member of the interdisciplinary health care team.	0

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Behaves appropriately with legal regulations, social and professional values, ethics and principles.	0
2	Performs the role of providing collaboration and communication, as a practitioner, educator, researcher, administrator, advocate, consultant, quality improvement.	0

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	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	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	4	10	40
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	3	8	24
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	37	0	150