ECTS - Customer Relationship Management
Customer Relationship Management (ISL404) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | ISL404 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| None |
| Course Language | Turkish |
|---|---|
| Course Type | Elective Courses |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Demonstration, Discussion. |
| Course Lecturer(s) |
|
| Course Objectives | The aim of this course is to introduce to the students the basic concepts of customer relationship management as a business philosophy and technology. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Making sense of customer relationship management (CRM), the CRM value chain, information technology for CRM, customer portfolio analysis, customer intimacy, creating and managing networks, creating value for customers, managing the customer lifecycle: customer acquisition, customer retention and development, organizing for CRM. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Making sense of customer relationship management (CRM) | The definition and importance of customer relationship management (CRM) should be learned. |
| 2 | The CRM value chain | The stages of the CRM value chain and the role of each stage should be researched. |
| 3 | Information technology for CRM | The information technologies and tools used in CRM processes should be examined. |
| 4 | Customer portfolio analysis | The methods and importance of customer portfolio analysis should be learned. |
| 5 | Customer intimacy | Information about customer personalization strategies and techniques should be obtained. |
| 6 | Midterm I | The topics learned in previous weeks should be reviewed and summarized. |
| 7 | Creating and managing networks | Techniques for creating and managing customer networks should be researched. |
| 8 | Creating value for customers | Information on how value is created for customers should be gathered. |
| 9 | Managing the customer lifecycle: customer acquisition | Strategies for customer acquisition and management of customer lifetime value should be studied. |
| 10 | Managing the customer lifecycle: customer retention and development | Methods for increasing customer loyalty should be researched. |
| 11 | Midterm II | Previous topics should be reviewed and summarized. |
| 12 | Organizing for CRM | CRM organizational structures and management strategies should be examined. |
| 13 | Summary: How to develop effective CRM projects | The processes for developing effective CRM projects should be learned. |
| 14 | Summary: How to develop effective CRM projects | Previous summary information should be consolidated, and how to develop projects more effectively should be considered. |
| 15 | Project Presentations | Preparation for project presentations should be made, and suggestions should be considered. |
| 16 | Final Exam | A general review should be conducted, and all topics should be reviewed in preparation for the final exam. |
Sources
| Course Book | 1. "Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM)", Prof. Dr. Yavuz Odabaşı, Aura Kitapları |
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Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | - | - |
| Presentation | - | - |
| Project | 1 | 20 |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 2 | 40 |
| Final Exam/Final Jury | 1 | 40 |
| Toplam | 4 | 100 |
| Percentage of Semester Work | 60 |
|---|---|
| Percentage of Final Work | 40 |
| Total | 100 |
Course Category
| Core Courses | |
|---|---|
| Major Area Courses | X |
| 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 | Having the conceptual and applied knowledge about the basic functions of the business and gaining the ability to use the knowledge | |||||
| 2 | To be able to diagnose the problems related to the field of business, to use scientific approaches effectively in the solution of problems and decision-making processes. | |||||
| 3 | To be able to reveal and analyze the environmental, social, global effects and legal consequences of the applications related to the basic functions of the business. | |||||
| 4 | To be able to analyze information and reports that concern businesses at the national, regional and global level, to set strategic goals according to the results obtained | X | ||||
| 5 | Gain the ability to use, report and interpret Business Information Systems and sub-modules required by business management | |||||
| 6 | Planning necessary activities such as starting a new business with innovative and creative thinking and taking risks for the sustainability of the business, finding resources, making market analysis, preparing a business plan, and using the learned information in this direction. | |||||
| 7 | Being aware of the fact that the research and learning process continues throughout life, to be able to follow the scientific and technological developments related to the business, to support oneself and the organization in innovation and continuous development. | |||||
| 8 | To have the necessary leadership and managerial skills to achieve business objectives effectively and efficiently. | |||||
| 9 | To be able to conduct scientific research in the field of business and report the results of the research to be used in managerial decision-making processes. | |||||
| 10 | 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 | |||||
| 11 | To be aware of professional ethics, environmental awareness, sustainability, social responsibility, cultural, social and universal values | X | ||||
| 12 | Working effectively with different disciplines or multicultural teams, taking responsibility, making risk analysis, adapting to change, critical thinking and using initiative in problem solving | X | ||||
| 13 | . | |||||
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 | 14 | 2 | 28 |
| Presentation/Seminar Prepration | |||
| Project | 1 | 14 | 14 |
| Report | |||
| Homework Assignments | |||
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 10 | 10 |
| Prepration of Final Exams/Final Jury | 1 | 25 | 25 |
| Total Workload | 125 | ||