ECTS - Customer Relationship Management

Customer Relationship Management (AVM416) Course Detail

Course Name Course Code Season Lecture Hours Application Hours Lab Hours Credit ECTS
Customer Relationship Management AVM416 Area Elective 3 0 0 3 5
Pre-requisite Course(s)
N/A
Course Language English
Course Type Elective Courses
Course Level Bachelor’s Degree (First Cycle)
Mode of Delivery Face To Face
Learning and Teaching Strategies Lecture, Discussion, Question and Answer, Field Trip, Problem Solving, Team/Group.
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 based on technology. Students will have an understanding of the principles of the customer relationship management. Students will be able to design a working customer relationship management system at a service facility. The things you need to do for customer acquisition, customer development and customer retention will also be included in this course. Students will have information on the development of an effective customer relationship project.
Course Learning Outcomes The students who succeeded in this course;
  • Students will learn theoretical background information on customer relationship management
  • Students will be able to understand and define necessary functions for an effective customer relationship management.
  • Students will be able to define, analyze and solve problems in customer relationships management
Course Content Customer relationship management (CRM), the CRM value chain, information technology for CRM, customer portfolio analysis, customer intimacy, creating and managing customer networks, creating value for customers, managing the customer lifecycle (customer acquisition, customer retention and development).

Weekly Subjects and Releated Preparation Studies

Week Subjects Preparation
1 Introduction to Customer Relationship Management
2 The Customer Relationship Management Value Chain
3 Information Technology for Customer Relationship Management
4 Information Technology for Customer Relationship Management
5 Customer Portfolio Analysis
6 Customer Intimacy
7 Creating and Managing Networks
8 Mid-Term Exam
9 Creating Value for Customers
10 Customer Acquisition
11 Customer Acquisition
12 Customer Retention and Development
13 Customer Retention and Development
14 Organizing Customer Relationship Management
15 Development of Customer Relationship Projects
16 Final Exam

Sources

Course Book 1. Buttle, F. Customer Relationship Management: Concepts and Tools, Elsevier, 2007
2. Reynolds, J. A Practical Guide to CRM: Building More Profitable Customer Relationships, CMP Books, 2002.

Evaluation System

Requirements Number Percentage of Grade
Attendance/Participation - -
Laboratory - -
Application - -
Field Work - -
Special Course Internship - -
Quizzes/Studio Critics - -
Homework Assignments 1 10
Presentation 1 10
Project - -
Report - -
Seminar - -
Midterms Exams/Midterms Jury 1 30
Final Exam/Final Jury 1 50
Toplam 4 100
Percentage of Semester Work 50
Percentage of Final Work 50
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 Critical thinking: Analyzing situations and generating effective solutions. X
2 Problem solving: Developing practical and innovative solutions to challenges.
3 Teamwork: Collaborating effectively with teams working in different roles.
4 Leadership skills: Managing teams and operations by taking initiative. X
5 Professional ethics: Adhering to professional standards and ethical values.
6 Objective: To support students' general competencies and professional development.

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 1 7 7
Project
Report
Homework Assignments 1 7 7
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury 1 15 15
Prepration of Final Exams/Final Jury 1 25 25
Total Workload 130