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)
N/A

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 Coordinator
Course Lecturer(s)
Course Assistants
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; Understand the principles of customer relationship management (CRM). Design effective CRM systems for manufacturing or service environments. Develop CRM projects tailored to specific business needs. Manage and oversee the successful implementation of CRM projects.
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

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	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
#	Program Qualifications / Competencies	1	2	3	4	5
1	Acquiring the skills of understanding, explaining, and using the fundamental concepts and methods of economics
2	Acquiring the skills of macro level economic analysis
3	Acquiring the skills of micro level economic analysis
4	Understanding the formulation and implementation of economic policies at the local, national, regional, and/or global level
5	Learning different approaches on economic and related issues
6	Acquiring the quantitative and/or qualitative techniques in economic analysis
7	Improving the ability to use the modern software, hardware and/or technological devices
8	Developing intra-disciplinary and inter-disciplinary team work skills
9	Acquiring an open-minded behavior through encouraging critical analysis, discussions, and/or life-long learning
10	Adopting work ethic and social responsibility
11	Developing the skills of communication.
12	Improving the ability to effectively implement the knowledge and skills in at least one of the following areas: economic policy, public policy, international economic relations, industrial relations, monetary and financial affairs.

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