1. FIRST CYCLE - BACHELOR'S DEGREE
  2. FACULTY OF ENGINEERING
  3. ENVIRONMENTAL ENGINEERING DEPARTMENT
  4. 257 Environmental Engineering
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
YBS 479CUSTOMER RELATIONSHIP MANAGEMENT2 + 08th Semester2

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective With this course, students will gain competencies in managing customer relationships.
Course Content Relation with the Costumers, Classification of Customers, Online Consumer Behaviors. Conventional Consumer Behaviors, Appointment and Accommodation. To Create a Costumer worth. Customer satisfaction, costumer complaints.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1The students can learn knowing the customer.
2The students can learn increasing customer satisfaction.
3The students can recognize customer complaints.

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)14228
Hours for off-the-classroom study (Pre-study, practice)14114
Mid-terms144
Final examination166
Total Work Load

ECTS Credit of the Course





52

2
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Spring1DUYGU TOPALOĞLU


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
YBS 479 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2023-2024 Spring
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer DUYGU TOPALOĞLU dtopaloglu@pau.edu.tr ÖİDB B0108 YDYO A0007 %70
Goals With this course, students will gain competencies in managing customer relationships.
Content Relation with the Costumers, Classification of Customers, Online Consumer Behaviors. Conventional Consumer Behaviors, Appointment and Accommodation. To Create a Costumer worth. Customer satisfaction, costumer complaints.
Topics
WeeksTopics
1 Customer Relationship Management Fundamentals
2 Customer Relationship Management and Technological Foundations
3 Customer Segmentation and Data Analytics
4 Customer Segmentation and Data Analytics
5 Customer Experience Management
6 CRM Technologies and Tools
7 Midterm Exam
8 CRM and Business Process Engineering
9 Customer Experience Management in Engineering
10 Customer Experience Management in Engineering
11 CRM and Logistics Engineering
12 Data Security and Ethical Engineering
13 Industrial Applications and Case Studies
14 Project Presentations
Materials
Materials are not specified.
Resources
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam50Final Exam
Midterm Exam25Midterm Exam
Project25Project
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes