CUSTOMER RELATIONS MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
HIY427	CUSTOMER RELATIONS MANAGEMENT	5	3	3	5

GENERAL INFORMATION
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
Objectives of the Course Unit:	This course aims to introduce basic knowledge and skills on customer lifetime value, quality, customer loyalty, planning and application processes in Customer Relations Management, effect of Customer Relations Management on gaining customers and customer retention, evaluation of dimensions of communication with the customer in terms of organizational culture in parallel with Customer Relations Management and Sense of Customer Based Marketing.
Contents of the Course Unit:	Contents of the course include concepts regarding Customer Relations Management, (communication, quality, customer orientation, customer lifetime value), complaint management, communication with the customer, organizational culture, customer-based marketing, planning and application processes in Customer Relations Management, gaining customers and customer retention strategies, effects of developments in technology on Customer Relations Management.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Define basic concepts regarding Customer Relations Management (CRM)
Relate Customer Relations Management to customer lifetime value, quality and customer loyalty.
Explain planning and application processes in Customer Relations Management.
Interpret the relations between Customer Relations Management and Customer Based Marketing.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Reading	Introduction to the goals and syllabus of the course. Informing on the main and supplementary sources to be used in the course, the assessment and evaluation system. General Information about Customer Relations Management	Presentation/Lecture & Question and Answer & Discussion
2	Reading	What is Customer Relations Management? Historical Development of It	Presentation/Lecture & Question and Answer & Discussion
3	Reading	Basic Concepts in Customer Relations Management (Customer, Communication, Management, Organizational Culture	Presentation/Lecture & Question and Answer & Discussion
4	Reading	Relations between Customer Relations and Customer Based Marketing	Presentation/Lecture & Question and Answer & Discussion
5	Reading	Communication Types and Tools with Customers	Presentation/Lecture & Question and Answer & Discussion
6	Reading	What are Dimensions of Customer Relations Management? (Total Quality Management, Customer Lifetime Value, Loyal Customer Value)	Presentation/Lecture & Question and Answer & Discussion
7	Reading	Gaining new customer and customer retention methods in Customer Relations Management	Presentation/Lecture & Question and Answer & Discussion
8	-	MID-TERM EXAM	-
9	Reading	General Revision	Presentation/Lecture & Question and Answer & Discussion
10	Reading	Evaluating questions in the mid-term exam and effects of developments in technology on Customer Relations Management (Data, Big Data, Data Warehouse, Data Mining) Industry 4.0)	Presentation/Lecture & Question and Answer & Discussion
11	Reading	Customer Relations Management and Portfolio Management Samples, Problems confronted in Customer Relations Management and solutions for them	Presentation/Lecture & Question and Answer & Discussion
12	Reading	Assessment and Evaluation in Customer Relations Management	Presentation/Lecture & Question and Answer & Discussion
13	Reading	Sale, Role of Customer Relations Management in service and marketing communication	Presentation/Lecture & Question and Answer & Discussion
14	Reading	Customer Complaint Management, Quality Management and Discussion on Customer Relations Management in terms of organizational culture	Presentation/Lecture & Question and Answer & Discussion
15	Reading	General Revision	Presentation/Lecture & Question and Answer & Discussion
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Odabasi, Y. (2015). Satista ve Pazarlamada Musteri Iliskileri Yonetimi (CRM). Aura, Istanbul
Kirim, A. (2012). Strateji ve Bire-Bir Pazarlama CRM .Sistem Publications, Istanbul
Peppers, D.& Rogers, M. (2013). Musteri Iliskileri Yonetimi CRM. (Pinar Sengozer, Trns.) Optimist, Istanbul

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	Explain the basic concepts of Social Service, working fields and application frameworks.	0
2	Uses up-to-date information on Social Service field by associating it with the theory and application information of Social Service.	0

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Establish the link between the application frameworks of Social Service.	0
2	Evaluate the developments in the field of migration, globalization and human rights in the new world by using the theoretical knowledge in the field.	0

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Using the research methods related to the field of Social Service, concludes scientific conclusions about social problems.	0
2	Examine the spatial legislation of Social Service and develop new strategies for implementation.	0

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Solve the problems specific to the field of Social Service according to scientific data.	0
2	Conduct trainings for individual, family and society by using advanced theoretical and practical knowledge in the field of Social Service.	0

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Develop his / her competence in this area by taking the leadership role in working with individuals, groups and society and taking responsibility as a team member.	0

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Describes a life worthy of dignity of the person who is the subject of social service science.	0

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Configures the communication between institutions in order to solve the problems.	0
2	Uses the educational role in the social service area.	0
3	Produces projects that will increase the consciousness level of the society.		1

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Collaborate with other professionals in the work team through an interdisciplinary approach at the stage of Social Service intervention	0
2	Acts as a social worker in accordance with the laws, regulations and professional ethics rules.	0
3	Organize their work in accordance with their rights and responsibilities as an individual.	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	13	3	39
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	5	4	20
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	4	6	24
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	38	0	127