PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
BYA 217	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	3rd Semester	3

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Elective
Course Objective	With this course, students will gain competencies in managing customer relationships.
Course Content	Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Create customer value Customer satisfaction Customer complaints
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	knowing the customer
2	Increase customer satisfaction

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13
LO 001		5	5	5	5	5						5
LO 002		5	4	4	4	5						5
Sub Total		10	9	9	9	10						10
Contribution	0	5	5	5	5	5	0	0	0	0	0	5	0

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	2	28
Hours for off-the-classroom study (Pre-study, practice)	14	2	28
Mid-terms	1	11	11
Final examination	1	11	11
Total Work Load ECTS Credit of the Course			78 3

COURSE DETAILS

Select Year

	Course Term	No	Instructors
Details	2019-2020 Fall	1	FİLİZ GÜLSEVİN ERSÖZ

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
BYA 217	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	1	Turkish	2019-2020 Fall

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer FİLİZ GÜLSEVİN ERSÖZ	fersoz@pau.edu.tr		ACMYO A0102	%60

Goals		With this course, students will gain competencies in managing customer relationships.
Content		Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Create customer value Customer satisfaction Customer complaints

Topics

Weeks	Topics
1	Relationship marketing and customer relationship management
2	Customer and Customer relation
3	The importance of customer relations for the company
4	Relationships and customer relationship stages
5	Structure and properties of Customer Relationship Management
6	Fundamentals of Customer Relationship Management and Relationship Marketing
7	Customer relationship management reasons for failure of investment
8	Customer relationship management projects and technology
9	midterm
10	CRM and Project Management and Process
11	CRM with Example Applications in Retailing
12	Customer relationship management reasons for failure of investment
13	Customer Lifetime Value Analysis
14	The Future of Customer Relationship Management

Materials

Materials are not specified.

Resources

Resources	Resources Language
Müşteri İlişkileri Yönetimi, Prof. Necdet Timur, Doç. Gülfidan Barış, Anadolu Üniversitesi, 20	Türkçe
Müşteri İlişkileri Yönetimi, Ercan Çiçek, Eğitim Yayınevi, 2017	Türkçe

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	60	Final Exam
Midterm Exam	40	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student