1. SHORT CYCLE - ASSOCIATE'S DEGREE
  3. TRANSPORTATION SERVICES DEPARTMENT
  4. 349 CIVIL AIR TRANSPORTATION MANAGEMENT
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
SHU 208CUSTOMER RELATIONSHIP MANAGEMENT3 + 04th Semester4

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Compulsory
Course Objective This course aims to enable the learners to learn about organizational culture and customer relations.
Course Content Customer relationship management definition, scope and importance, communication and dimensions with customers, customer loyalty and quality in services, strategic approach in customer relations, planning and implementation of customer relations, organizational culture and customer relations, customer relations management practices, problems in customer relationship management.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
19The link between theory and practice.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10
LO 0191231354425
Sub Total1231354425
Contribution1231354425

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)264104
Total Work Load

ECTS Credit of the Course





104

4
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2023-2024 Spring1ASLI MANAV
Details 2022-2023 Spring1ASLI MANAV
Details 2021-2022 Spring1ASLI MANAV
Details 2020-2021 Spring1DUYGU EROL
Details 2019-2020 Spring1DUYGU EROL


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
SHU 208 CUSTOMER RELATIONSHIP MANAGEMENT 3 + 0 1 Turkish 2023-2024 Spring
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer ASLI MANAV amanav@pau.edu.tr BOMYO A0006 %60
Goals This course aims to enable the learners to learn about organizational culture and customer relations.
Content Customer relationship management definition, scope and importance, communication and dimensions with customers, customer loyalty and quality in services, strategic approach in customer relations, planning and implementation of customer relations, organizational culture and customer relations, customer relations management practices, problems in customer relationship management.
Topics
WeeksTopics
1 FUNDAMENTALS OF CUSTOMER RELATIONSHIP MANAGEMENT
2 CRM CONCEPT AND FUNDAMENTAL PHILOSOPHY
3 CRM ARCHITECTURE: OPERATIONAL, ANALYTICAL AND COLLABORATIVE CRM
4 CUSTOMER ORIENTED AND CUSTOMER VALUE BASED ORGANIZATION WITHIN CRM FRAMEWORK STRUCTURE
5 RELATIONSHIP CONCEPT AND RELATIONSHIP QUALITY
6 ADVANTAGES AND DISADVANTAGES OF CUSTOMER RELATIONS
7 CUSTOMER SATISFACTION, CUSTOMER LOYALTY AND BUSINESS PERFORMANCE
8 CUSTOMER LIFETIME VALUE
9 UNDERSTANDING CUSTOMER NEEDS: CUSTOMER PORTFOLIO MANAGEMENT AND MARKET SEGMENTATION
10 DATA MINING IN CUSTOMER RELATIONS MANAGEMENT
11 CUSTOMER LIFECYCLE PROCESS: CUSTOMER DIAGNOSIS AND CUSTOMER SELECTION
12 CUSTOMER LIFECYCLE PROCESS: CUSTOMER ATTRACTION
13 CUSTOMER LIFECYCLE PROCESS: CUSTOMER RETENTION AND GROWTH
14 MANAGEMENT OF CUSTOMER COMPLAINTS
Materials
Materials are not specified.
Resources
ResourcesResources Language
Ada, M.S. (2011). İşletmelerde Müşteri İlişkileri Yönetimi Uygulamaları (CRM) ve Müşteri Bakış Açısıyla CRM Uygulamalarının Değerlendirilmesi, Namık Kemal Üniversitesi Fen Bilimleri Enstitüsü Tarım Ekonomisi Anabilim Dalı, Yüksek Lisans Tezi Tekirdağ.Türkçe
Akça, U. (2007) MİY Bileşenleri, http://www.erpMİY.com/, (01.01.2007).Türkçe
Akın, M. H. (2013). Müşteri İlişkileri Yönetimi (Miy) Kapsamında Şikâyetlerin Yönetimi: Seyahat Acenteleri Müşterileri Üzerine Bir Uygulama, Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü Turizm İşletmeciliği ve Otelcilik Ana Bilim Dalı, Yüksek Lisans Tezi, Antalya, 2013 Türkçe
Arslan, M.(2014) Müşteri İlişkileri Yönetimi, Ders Notları, Harran Üniversitesi, Birecik Meslek Yüksekokulu.Türkçe
Barış, G. (2008). Kusursuz Müşteri Memnuniyeti İçin Şikâyet Yönetimi. İstanbul : Mediacat Yayınları Türkçe
Gel, O.C. (2003) MİY Yolculuğu, Sistem Yayıncılık, 2. Baskı, İstanbul, 12Türkçe
Kaynak, T. (2004) İnsan Kaynakları Yönetimi, 1. Baskı, Anadolu Üniversitesi Yayınları, Eskişehir.Türkçe
Selvi, M. S. (2007). Müşteri Sadakati, Detay Yayıncılık, Ankara.Türkçe
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