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 General Elective 3 0 0 3 5
Pre-requisite Course(s)
N/A
Course Language English
Course Type Free Elective
Course Level Social Sciences Master's Degree
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture, Question and Answer, Observation Case Study, Project Design/Management.
Course Coordinator
Course Lecturer(s)
  • Asst. Prof. Dr. Turan Erman Erkan
Course Assistants
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;
  • Acquaintance of students with the fundamental concepts of customer relationship management (CRM).
  • Ability of students to develop an insight about the role of CRM for the industrial world.
  • Ability of students to evaluate and solve real life processes and problems using CRM.
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
Major Area Courses
Supportive Courses X
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 1. To be able to combine and use the knowledge of their undergraduate program area with the knowledge of business administration.
2 2. To have knowledge about research methods and techniques and to be able to use them
3 3. To be able to produce creative and constructive solutions in cases of uncertainty and confusion in the field of business
4 Following and evaluating the global and national developments related to businesses and making financial decisions.
5 5. To be able to plan and manage activities for the professional development of employees under his/her responsibility in professional activities and projects in his/her field.
6 6. To be able to produce innovative and creative ideas and to put these ideas into practice
7 7. To be able to carry out a study independently using the knowledge he has in the field of business administration and to take responsibility as a team member in cooperation with other professional groups working in this field.
8 8. To have the ability to reach scientific knowledge in the field of business, to monitor, evaluate and apply the current literature.
9 9. To be able to transfer information about the field of business using effective verbal, written and visual communication methods in the language of learning and professional English.
10 10. To be aware of professional ethics, environmental awareness, sustainability, social responsibility, cultural, social and universal values.
11 11. To be able to work effectively with different disciplines or multicultural teams, to take responsibility, to make risk analysis, to keep up with change, to think critically and to use initiative in problem solving.
12 12. To have the ability to present a research problem, to develop hypotheses, to design research and to reach a conclusion by using qualitative/quantitative methods, by making the necessary literature review, and to have the ability to publish an academic publication as a result.

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