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 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 | |
|---|---|
| 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 | 4. To be able to comprehend the basic concepts and basic functions of business administration at the level of expertise. | |||||
| 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 | . | |||||
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 | ||