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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
YBS 473E-CUSTOMER RELATIONSHIP MANAGEMENT3 + 07th Semester5

COURSE DESCRIPTION
Course Level Bachelor'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
1Measure customer satisfaction
2Manage customer complaints in some enterprises
3Analyse methods of retention for profitable and valuable customers
4Apply the meeting techniques for customers’desire and requirements in various establishements
5Discuss the CRM practices in especially service companies
6Identify the basic information on CRM in business management

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12
LO 001232222154322
LO 002122111543244
LO 003212111544323
LO 004111212434324
LO 005121211434334
LO 006212211434434
Sub Total910101078232223181621
Contribution222211444334

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
Hours for off-the-classroom study (Pre-study, practice)14456
Mid-terms11515
Final examination11717
Total Work Load

ECTS Credit of the Course






130

5
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2019-2020 Fall2ÇETİN KALBURAN


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
YBS 473 E-CUSTOMER RELATIONSHIP MANAGEMENT 3 + 0 2 Turkish 2019-2020 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Asts. Prof. Dr. ÇETİN KALBURAN ckalburan@pau.edu.tr İİBF B0121 %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
2
3
4
5
6
7
8
9
10
11
12
13
14
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