PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
UTFB 313	CUSTOMER RELATIONSHIP MANAGEMENT	3 + 0	3rd Semester	3

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Elective
Course Objective	The main objective of this course is to get students to comprehend the meaning, content, features and importance of CRM in terms of employees, customers and managers.
Course Content	Customer relations, customer value, customer satisfaction and customer loyalty, analytical and operational CRM, benefits of CRM for businesses, CRM strategies and rules, CRM applications in various businesses, consumer behavior and CRM.
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	Measure customer satisfaction
2	Identify the basic information on CRM in business management

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13	PO 14	PO 15	PO 16	PO 17	PO 18	PO 19
LO 001			1			5	2		3	5			4	2	3
LO 002	5	3	5	5	5	3	5	5	5	4	3	5	5	5	3	5	5	5	5
Sub Total	5	3	6	5	5	8	7	5	8	9	3	5	9	7	6	5	5	5	5
Contribution	3	2	3	3	3	4	4	3	4	5	2	3	5	4	3	3	3	3	3

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	2	28
Mid-terms	1	20	20
Final examination	1	20	20
Presentation / Seminar Preparation	2	5	10
Total Work Load ECTS Credit of the Course			78 3

COURSE DETAILS

Select Year

	Course Term	No	Instructors
Details	2023-2024 Fall	1	AYŞE TAŞER

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
UTFB 313	CUSTOMER RELATIONSHIP MANAGEMENT	3 + 0	1	Turkish	2023-2024 Fall

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer AYŞE TAŞER	ataser@pau.edu.tr		HMYO A0202	%70

Goals		The main objective of this course is to get students to comprehend the meaning, content, features and importance of CRM in terms of employees, customers and managers.
Content		Customer relations, customer value, customer satisfaction and customer loyalty, analytical and operational CRM, benefits of CRM for businesses, CRM strategies and rules, CRM applications in various businesses, consumer behavior and CRM.

Topics

Weeks	Topics
1	Customer Relationship Management and Its Relationship with Marketing
2	Developing Customer Relationships, Importance of Customer Relationships, Phases of Customer Relationship Management
3	Types and Elements of Customer Relationship Management
4	Creating Value for the Customer, Value Based Marketing, Customer Lifetime Value
5	Customer Relationship Management and Relationship Marketing, Database Based Marketing
6	Organizational Culture and Customer Relations
7	Customer Satisfaction, Being Customer Focused, Creating Customer Loyalty, Gaining and Retaining Customers
8	Midterm Exam
9	Strategic Approach to Customer Relations, Customer Relations Planning and Implementation Process, Marketing Campaigns and Loyalty Programs
10	Customer Relationship Measurement Methods
11	Internet and Customer Relationship Management, CRM software, E-CRM and Social CRM
12	Complaint Process and Management
13	Communication with Customers, Communication Model and Its Elements, Communication Skills, Communication Styles
14	Customer Services, Total Quality Management in Sales and Marketing

Materials

Materials are not specified.

Resources

Resources	Resources Language
MÜŞTERİ İLİŞKİLERİ YÖNETİMİ-PRF.DR.YAVUZ ODABAŞI	Türkçe

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	60	Final Exam
Midterm Exam	40	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student