ECTS - Customer Relationship Management
Customer Relationship Management (IE517) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | IE517 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Elective Courses |
| Course Level | Ph.D. |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Question and Answer, Observation Case Study, Project Design/Management. |
| Course Lecturer(s) |
|
| Course Objectives | In this course, the students will be learning fundamental concepts of customer relationship management to be able to apply for their practical problems. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | The analysis of operational, analytical and collaborative customer relationship management, operational CRM, connecting with analytical and collaborative CRM, understanding the importance of building and sustaining relationships with customers, enhancing customer loyalty, analyzing customer value and profitability; investigating the use of technolo |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Operational CRM, connecting with analytical and collaborative CRM | |
| 2 | Operational CRM, connecting with analytical and collaborative CRM | |
| 3 | Understanding the importance of building and sustaining relationships with customers. | |
| 4 | Understanding the importance of building and sustaining relationships with customers. | |
| 5 | Enhancing customer loyalty. | |
| 6 | Enhancing customer loyalty. | |
| 7 | Enhancing customer loyalty. | |
| 8 | Analyzing customer value and profitability | |
| 9 | Analyzing customer value and profitability | |
| 10 | Investigating the use of technologies for the effective management of relationships with individual customers. | |
| 11 | Investigating the use of technologies for the effective management of relationships with individual customers. | |
| 12 | Managing the CRM process | |
| 13 | Implementing CRM systems and evaluating their success | |
| 14 | Implementing CRM systems and evaluating their success | |
| 15 | Final Examination Period | |
| 16 | Final Examination Period |
Sources
| Course Book | 1. Dick, L., The Customer Relationship Marketing Planning Guide, Hym Press, 2000 |
|---|---|
| Other Sources | 2. Peppers D., Rogers M., and Dorf Bob, The One to One Fieldbook, Doubleday Pub., 1999 |
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | - | - |
| Presentation | - | - |
| Project | 1 | 30 |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 30 |
| Final Exam/Final Jury | 1 | 40 |
| Toplam | 3 | 100 |
| Percentage of Semester Work | 60 |
|---|---|
| Percentage of Final Work | 40 |
| Total | 100 |
Course Category
| Core Courses | X |
|---|---|
| Major Area Courses | |
| Supportive Courses | |
| Media and Managment Skills Courses | |
| Transferable Skill Courses |
The Relation Between Course Learning Competencies and Program Qualifications
| # | Program Qualifications / Competencies | Level of Contribution | ||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | ||
| 1 | Ability to carry out advanced research activities, both individual and as a member of a team | |||||
| 2 | Ability to evaluate research topics and comment with scientific reasoning | |||||
| 3 | Ability to initiate and create new methodologies, implement them on novel research areas and topics | |||||
| 4 | Ability to produce experimental and/or analytical data in systematic manner, discuss and evaluate data to lead scintific conclusions | |||||
| 5 | Ability to apply scientific philosophy on analysis, modelling and design of engineering systems | |||||
| 6 | Ability to synthesis available knowledge on his/her domain to initiate, to carry, complete and present novel research at international level | |||||
| 7 | Contribute scientific and technological advancements on engineering domain of his/her interest area | |||||
| 8 | Contribute industrial and scientific advancements to improve the society through research activities | |||||
ECTS/Workload Table
| Activities | Number | Duration (Hours) | Total Workload |
|---|---|---|---|
| Course Hours (Including Exam Week: 16 x Total Hours) | 16 | 3 | 48 |
| Laboratory | |||
| Application | |||
| Special Course Internship | |||
| Field Work | |||
| Study Hours Out of Class | 16 | 1 | 16 |
| Presentation/Seminar Prepration | |||
| Project | 1 | 4 | 4 |
| Report | |||
| Homework Assignments | 4 | 4 | 16 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 16 | 16 |
| Prepration of Final Exams/Final Jury | 1 | 25 | 25 |
| Total Workload | 125 | ||