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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
YBS 473E-CUSTOMER RELATIONSHIP MANAGEMENT3 + 05th Semester5

COURSE DESCRIPTION
Course Level Bachelor'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
1Measure customer satisfaction
2Manage customer complaints in some enterprises
3Analyse methods of retention for profitable and valuable customers
4Apply the meeting techniques for customers’desire and requirements in various establishements
5Discuss the CRM practices in especially service companies
6Identify the basic information on CRM in business management

COURSE'S CONTRIBUTION TO PROGRAM
Data not found.

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)13452
Hours for off-the-classroom study (Pre-study, practice)13452
Mid-terms11313
Final examination11313
Total Work Load

ECTS Credit of the Course






130

5
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Fall1EMRE GÜNDÜZ
Details 2020-2021 Summer1ÇETİN KALBURAN
Details 2018-2019 Summer1ÇETİN KALBURAN


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
YBS 473 E-CUSTOMER RELATIONSHIP MANAGEMENT 3 + 0 1 Turkish 2023-2024 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer EMRE GÜNDÜZ egunduz@pau.edu.tr İİBF C0107 %60
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
WeeksTopics
1 Concept and Characteristics of Customer Relations
2 Customer Satisfaction and Customer Loyalty
3 Communication
4 Service Quality
5 Service And Customer Service
6 Strategic Approach İn Customer Relations
7 Customer Complaints
8 Gaining Lost Customers
9 Customer Relations Survey
10 Customer-Focused Change Methods
11 CRM Programları ve Uygulamaları
12 E-CRM
13 Strategic Approach in Customer Relations
14 Customer Relations Planning and Implementation Process
Materials
Materials are not specified.
Resources
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