1. SHORT CYCLE - ASSOCIATE'S DEGREE
  2. DENİZLİ VOCATIONAL SCHOOL OF TECHNICAL SCIENCES
  3. DESIGN DEPARTMENT
  4. 801 INTERIOR DESIGN
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
IMT 212CUSTOMER RELATIONSHIP MANAGEMENT2 + 03rd Semester3

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
1They can measure customer satisfaction.
2They will be able to define basic information about CRM in businesses.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13PO 14
LO 001              
LO 002              
Sub Total              
Contribution00000000000000

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)14228
Assignments11414
Mid-terms144
Final examination144
Total Work Load

ECTS Credit of the Course





78

3
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Fall1VELİTTİN KALINKARA


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
IMT 212 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2023-2024 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Prof. Dr. VELİTTİN KALINKARA vkalinkara@pau.edu.tr DTMYO B0001-01 %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
WeeksTopics
1 Definition and Development of Marketing (Production Concept, Product Concept, Sales Concept, Modern Marketing Concept, Social Marketing Concept
2 Relationship Marketing Concept (Scope of relational marketing)
3 Relationship Marketing and Customer Relationship Management Concept
4 Customer Relationship Management (CRM) Concept
5 Importance of Customer Relationship Management Types of Customer Relationship Management
6 Misconceptions Regarding Customer Relationship Management Elements of Customer Relationship Management
7 CRM Architecture: Operational, Analytical and collaborative
8 Operational CRM Operational CRM stages according to the life cycle of customer relations Operational CRM implementation stages
9 Analytical CRM (Benefits of analytical CRM) Collaborative CRM
10 Customer Satisfaction, Customer Loyalty and Business Performance (Customer Satisfaction)
11 Customer Satisfaction, Customer Loyalty and Business Performance (Customer Loyalty, Relationship Between Customer Satisfaction and Loyalty, Business Performance)
12 Business Benefits of Relations with Customers (Increasing Customer Retention, Decreasing Marketing Costs, Getting Better Customer Insight)
13 Reasons for Businesses to Avoid Engaging with Customers (Fear of Losing Control; Exit Cost, Resource Commitment, Opportunity Costs)
14 Where Customer Relationships Are Advantageous for Customers; Reasons Customers Avoid Contact with Businesses
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