1. SHORT CYCLE - ASSOCIATE'S DEGREE
  2. HONAZ VOCATIONAL SCHOOL
  3. FOREIGN TRADE DEPARTMENT
  4. 383 FOREIGN TRADE
Course Information Course Learning Outcomes Course's Contribution To Program ECTS Workload Course Details
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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
BURO 217CUSTOMER RELATIONSHIP MANAGEMENT2 + 01st Semester3

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 Communication with customers, clients classify, online consumer behavior, the traditional consumer behavior, appointment and hospitality Create customer value, customer satisfaction, customer complaints.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1Customer relationship management application that uses the self develops and experiences.
2 knows and implements public relations activities.
3communicate effectively in individual and organizational, will follow the developments in information technology, uses technology effectively.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13PO 14PO 15PO 16PO 17PO 18PO 19PO 20PO 21PO 22PO 23PO 24PO 25PO 26PO 27PO 28PO 29
LO 001     5                   54  
LO 002            4  5         5   
LO 003    5          3         5   
Sub Total    55      4  8         154  
Contribution00002200000010030000000005100

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14228
Assignments11010
Mid-terms12020
Final examination12020
Total Work Load

ECTS Credit of the Course





78

3
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Fall1GÜLÇİN AKSÖL


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
BURO 217 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2023-2024 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer GÜLÇİN AKSÖL gpolat@pau.edu.tr HMYO A0015 %70
Goals With this course, students will gain competencies in managing customer relationships.
Content Communication with customers, clients classify, online consumer behavior, the traditional consumer behavior, appointment and hospitality Create customer value, customer satisfaction, customer complaints.
Topics
WeeksTopics
1 Customer Relationship Mangement- Basic Concepts
2 Customer Expectations and Customer Satisfaction
3 Marketing, Shift in Marketing
4 Marketing Mix-Product and Price
5 Marketing Mix-Place and Promotion
6 Elements of the Customer Relationship Management Process
7 Types of CRM
8 MID TERM
9 Customer loyalty and loyalty programs
10 Problems and Solutions Encountered in Customer Relations
11 Customer loyalty and loyalty programs - Student Presentations
12 Customer loyalty and loyalty programs - Student Presentations
13 Customer loyalty and loyalty programs - Student Presentations
14 End of Course Summary
Materials
Materials are not specified.
Resources
ResourcesResources Language
Müşteri İlişkileri Yönetimi Prof. Dr. Yavuz ODABAŞITürkçe
Müşteri İlişkileri Yönetimi, T.C.Anadolu Üniversitesi, YAYINI NO: 3001 Açıköğretim Fakültesi Yayını NO: 1954Türkçe
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