ECTS - Customer Relationship Management
Customer Relationship Management (IE422) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | IE422 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Elective Courses |
| Course Level | Natural & Applied Sciences Master's Degree |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Discussion, Question and Answer, Project Design/Management. |
| 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 | Introduction to customer relationship management Understanding relationships | Chap 1-2 |
| 2 | Planning and implementing customer relationship management projects | Chap 3 |
| 3 | Developing, managing and using customer-related databases | Chap 4 |
| 4 | Customer portfolio management Customer relationship management and customer experience | Chap 5-6 |
| 5 | Creating value for customers Managing the customer lifecycle: customer acquisition | Chap 7-8 |
| 6 | Mid Term Exam | |
| 7 | Managing the customer lifecycle: customer retention and development | Chap 9 |
| 8 | Managing networks for customer relationship management performance | Chap 10-11 |
| 9 | Managing supplier and partner relationships | Chap 12 |
| 10 | Managing investor and employee relationships Information technology for customer relationship management | Chap 13 |
| 11 | Sales-force automation | Chap 14 |
| 12 | Marketing automation Service automation | Chap 15-16 |
| 13 | Organizational issues and customer relationship management | Chap 17 |
| 14 | Student Presentations | |
| 15 | Student Presentations | |
| 16 | Final Exam |
Sources
| Course Book | 1. Buttle, F. Customer Relationship Management: Concepts and Tools, Elsevier, 2007. |
|---|---|
| Other Sources | 2. Peppers D., Rogers M., and Dorf Bob, The One to One Fieldbook, Doubleday Pub., 1999. Dick, L., The Customer Relationship Marketing Survival Guide, Hym Pres, 2000. |
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | 1 | 30 |
| Presentation | - | - |
| Project | - | - |
| 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 apply the acquired knowledge in mathematics, science and engineering | |||||
| 2 | Ability to identify, formulate and solve complex engineering problems | |||||
| 3 | Ability to accomplish the integration of systems | |||||
| 4 | Ability to design, develop, implement and improve complex systems, components, or processes | X | ||||
| 5 | Ability to select/develop and use suitable modern engineering techniques and tools | X | ||||
| 6 | Ability to design/conduct experiments and collect/analyze/interpret data | |||||
| 7 | Ability to function independently and in teams | |||||
| 8 | Ability to make use of oral and written communication skills effectively | |||||
| 9 | Ability to recognize the need for and engage in life-long learning | |||||
| 10 | Ability to understand and exercise professional and ethical responsibility | |||||
| 11 | Ability to understand the impact of engineering solutions | |||||
| 12 | Ability to have knowledge of contemporary issues | |||||
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 | 3 | 48 |
| Presentation/Seminar Prepration | |||
| Project | 1 | 16 | 16 |
| Report | |||
| Homework Assignments | |||
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 5 | 5 |
| Prepration of Final Exams/Final Jury | 1 | 8 | 8 |
| Total Workload | 125 | ||