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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
HLT 203CUSTOMER RELATIONSHIP MANAGEMENT2 + 03rd Semester4

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
5 Learns and chooses information technologies that compatiable with customer relation process

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08
LO 0015   5  5
LO 0025   5  5
LO 0035   5  5
LO 0045   5  5
LO 0055   5  5
Sub Total25   25  25
Contribution50005005

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)14342
Assignments11414
Mid-terms11010
Final examination11010
Total Work Load

ECTS Credit of the Course






104

4
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2019-2020 Fall4İSMAİL ÇELİKAK


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
HLT 203 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 4 Turkish 2019-2020 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer İSMAİL ÇELİKAK icelikak@pau.edu.tr BEMYO E0007 %70
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 The concept of customer relationship
2 New dimensions of customer relationships
3 Connect with customers
4 Customer service
5 customer acquisition and holding
6 Customer complaints
7 Acquisition of lost customers
8 Focus group interviews
9 Advisory panels
10 Customer relations survey
11 The creation of a customer-focused culture in business
12 Customer-oriented exchange methods
13 Examples and Applications
14 Examples and Applications
Materials
Materials are not specified.
Resources
ResourcesResources Language
MÜŞTERİ İLİŞKİLERİ YÖNETİMİ-PRF.DR.YAVUZ ODABAŞITürkçe
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