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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
PZR 258CUSTOMER RELATIONS MANAGEMENT2 + 04th Semester3

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Compulsory
Course Objective It is give active time management conscious and using it in private sector .
Course Content Improving customer relationship and customer services-Keeping and gaining customer, communication with customers- Measurement of customer relationship - Organizational culture and changing.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1Controls the process of customer relationship management.
2Comprehends the ways of holding customers in the company and to gain new customers.
3Learns customer value management process.
4Learns customer loyalty programmes.
5Learns and chooses information technologies that compatiable with customer relation process.
25Controls the process of customer relationship management.
8Controls the process of customer relationship management.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
LO 001455      3   
LO 002355  434 5   
LO 003 55      3   
LO 004 554     3   
LO 005 55  4   3 5 
LO 008             
LO 025             
Sub Total725254 834 17 5 
Contribution1441010102010

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
Mid-terms11010
Final examination11212
Total Work Load

ECTS Credit of the Course






78

3
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2016-2017 Spring1ŞEYDA İRDEM
Details 2015-2016 Spring1DENİZ ÜNAL ADIGÜZEL
Details 2014-2015 Spring1DENİZ ÜNAL ADIGÜZEL
Details 2013-2014 Spring1EMEL SARITAŞ
Details 2013-2014 Spring1EMEL SARITAŞ
Details 2012-2013 Spring1EMEL SARITAŞ


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
PZR 258 CUSTOMER RELATIONS MANAGEMENT 2 + 0 1 Turkish 2016-2017 Spring
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer ŞEYDA İRDEM seydas@pau.edu.tr BEMYO E0204 %
Goals It is give active time management conscious and using it in private sector .
Content Improving customer relationship and customer services-Keeping and gaining customer, communication with customers- Measurement of customer relationship - Organizational culture and changing.
Topics
WeeksTopics
1 Improving customer relationship
2 Creating of customer faithfulness.
3 New expansion of customer relationship
4 Create worth for customer
5 Communication with Customer
6 Manner of communications with customer
7 Customer service
8 Customer service system Keeping and gaining customer
9 Middle exam
10 Improving of Programmes of Customer keeping
11 Complaints of customers
12 Measurement of customer relationship
13 Customer relationship questionnaire
14 Organizational culture and changing.
Materials
Materials are not specified.
Resources
ResourcesResources Language
Müşteri İlişkileri Yönetimi-Prof.Dr.Yavuz OdabaşıTürkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Midterm Exam40Midterm Exam
Final Exam60Final Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes