PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
HIT 307	CUSTOMER RELATIONSHIP MANAGEMENT	3 + 0	3rd Semester	3

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Elective
Course Objective	It is aimed to develop knowledge about what is customer as a concept, how customers can manage, and main mistakes about customer relationship management, basic principles, approaches and practices of customer relationship management
Course Content	Main concepts; Concept of customer; managing customer relations for business tagerts; Main strategies; Main customer analisys techniques
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	Able to define concept of customer
2	Able to align communication ways for customers
3	Able to explain process of customer relationship 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	PO 20	PO 21	PO 22	PO 23
LO 001	2	3	3			1		2						3			2			5	4		5
LO 002	5	5	4	5	5	5		3	4	2	4	5	2		3		5	5	2	5
LO 003	5	5	5	5	5	3	3	3	3	3	5	5	2	3	5	5	5	5		5			5
Sub Total	12	13	12	10	10	9	3	8	7	5	9	10	4	6	8	5	12	10	2	15	4		10
Contribution	4	4	4	3	3	3	1	3	2	2	3	3	1	2	3	2	4	3	1	5	1	0	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
Assignments	4	6	24
Mid-terms	1	12	12
Final examination	1	14	14
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
HIT 307	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 A0209	%70

Goals		It is aimed to develop knowledge about what is customer as a concept, how customers can manage, and main mistakes about customer relationship management, basic principles, approaches and practices of customer relationship management
Content		Main concepts; Concept of customer; managing customer relations for business tagerts; Main strategies; Main customer analisys techniques

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