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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
CBUS 217CUSTOMER RELATIONSHIP MANAGEMENT2 + 03rd Semester2

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Elective
Course Objective With this course, students will gain competencies in managing customer relationships.
Course Content Customers can communicate with Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Event and entertainment Event and entertainment Create customer value Create customer value Customer satisfaction Customer satisfaction Customer complaints Customer complaints
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1Knowing the customer.
2Increase customer satisfaction.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
LO 001        4    
Sub Total        4    
Contribution0000000020000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14228
Hours for off-the-classroom study (Pre-study, practice)14114
Mid-terms155
Final examination155
Total Work Load

ECTS Credit of the Course






52

2
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2020-2021 Fall1SERKAN TAN


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
CBUS 217 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2020-2021 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer SERKAN TAN stan@pau.edu.tr ÇMYO A0002 %70
Goals With this course, students will gain competencies in managing customer relationships.
Content Customers can communicate with Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Event and entertainment Event and entertainment Create customer value Create customer value Customer satisfaction Customer satisfaction Customer complaints Customer complaints
Topics
WeeksTopics
1 Concept and importance of Customer Relationship
2 The development of Customer Relationship Management
3 Components of Customer Relationship Management
4 Communication with Customers
5 Customer Service and Quality of Service
6 Customer satisfaction and loyalty
7 Customer acquisition and retention
8 Customer relationship management process
9 Collecting and analyzing customer information
10 Customer Relationship development programs
11 Customer relations management practices
12 Customer complaint management
13 Measurement of customer relationships
14 Measurement of customer relationships
Materials
Materials are not specified.
Resources
ResourcesResources Language
Müşteri İlişkileri Yönetimi-Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, Yrd. Doç. Dr. Cemalettin AKTEPE- Detay YayıncılıkTürkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes