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CUSTOMER RELATIONS MANAGEMENT PROGRAMME COURSE DESCRIPTION

Code Name of the Course Unit Semester In-Class Hours (T+P) Credit ECTS Credit
IBY416 CUSTOMER RELATIONS 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. İSMET GALİP YOLCUOĞLU
Instructor(s) of the Course Unit

OBJECTIVES AND CONTENTS

Objectives of the Course Unit: This course aims to enable students to define the concept of customer relations, to know the other concepts related to customer relations and explain the connection between them, to comprehend the difference between traditional marketing and focal point, market share and customer share.
Contents of the Course Unit: This course aims to explain the importance of communication with the customers needed to comprehend the management dimensions of customer relations and list these dimensions, explain the concept of communication, communication process and its elements, communication types and the importance of listening for analysing communication barriers with customers.

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

Explain customer loyalty and quality concepts in customer relations.
Build the comments about the concept of service and its distinctive features.
Interpret the concepts related to customer loyalty.
Develop the methods of service quality.
Apply strategic methods in analysing communication barriers with customers.
Identify strategic methods in customer relations.
Explain the importance of organizational culture which has a great place in the implementation phase of customer relations.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY

Week Preparatory Topics(Subjects) Method
1 - Conceptual definition of customer relations management, its objectives and content, stages Lecture
2 Literature Review Customer satisfaction, definition, determination and malcontent customer behaviours Lecture
3 Literature Review Customer loyalty, impacts of the loyalty Lecture
4 Literature Review Customer relations management and relational marketing, objectives of relational marketing Lecture
5 Literature Review Customer value, Life-long customer value Lecture
6 Literature Review Communication process in the customer relations management Lecture, Discussion
7 Literature Review Importance of customer services and its benefits and progress of customer’s life Lecture, Discussion
8 - MID-TERM EXAM -
9 Literature Review Customer services in customer relations management, actions to be taken in the process of gaining customer Lecture, Discussion
10 Literature Review Customer retention and gaining process and direct marketing Lecture
11 Literature Review Customer relations management and technology Lecture, Discussion
12 Literature Review Measurement of customer relations, focus group meetings Lecture, Discussion
13 Literature Review Consumer Panels, critical incident technique Discussion, Case Study
14 Literature Review Marketing communication and customer feedback Discussion, Case Study
15 Literature Review Customer relations questionnaire Lecture, Discussion
16 - FINAL EXAM -
17 - FINAL EXAM -

SOURCE MATERIALS & RECOMMENDED READING

Demirel, Y. (2017). Musteri Iliskileri Yonetimi, Teori, Uygulama Olcum, 3rd Edition, Istanbul: Seckin Publications.
Odabasi, Y. (2015). Satista ve Pazarlamada Musteri Iliskileri Yonetimi, Aura Is Dunyasi dizisi, 9th Edition, İstanbul.
Bakirtas, H. (2013). Musteri Iliskileri Yonetimi Kavramlar, Modeller ve Stratejiler, Istanbul: Ekin Publications.
Buttle, F. (2008). Customer relationship Management, Concept and Technologies, Second edition, Routledge.

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
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 6 4 24
Mid-Term Exam 1 1 1
Preparation for the Mid-Term Exam 7 3 21
Short Exam 0 0 0
Preparation for the Short Exam 0 0 0
TOTAL 42 0 128
Total Workload of the Course Unit 128
Workload (h) / 25.5 5
ECTS Credits allocated for the Course Unit 5,0