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 | Bachelor’s Degree (First Cycle) |
| 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 | Adequate knowledge in mathematics, science and computing fields; ability to apply theoretical and practical knowledge of these fields in solving engineering problems related to information systems. | X | ||||
| 2 | Ability to identify, define, formulate and solve complex engineering problems; selecting and applying proper analysis and modeling techniques for this purpose. | |||||
| 3 | Ability to design a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; ability to apply modern design methods for this purpose. | |||||
| 4 | Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in information systems engineering applications; ability to use information technologies effectively. | X | ||||
| 5 | Ability to gather data, analyze and interpret results for the investigation of complex engineering problems or research topics specific to the information systems discipline. | |||||
| 6 | Ability to work effectively in inter/inner disciplinary teams; ability to work individually. | |||||
| 7 | a. Effective oral and written communication skills in Turkish; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. b. Knowledge of at least one foreign language; ability to write effective reports and comprehend written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions. | |||||
| 8 | Recognition of the need for lifelong learning; the ability to access information and follow recent developments in science and technology with continuous self-development. | |||||
| 9 | a. Ability to behave according to ethical principles, awareness of professional and ethical responsibility. b. Knowledge of the standards utilized in information systems engineering applications. | |||||
| 10 | a. Knowledge on business practices such as project management, risk management and change management. b. Awareness about entrepreneurship, and innovation. c. Knowledge on sustainable development. | |||||
| 11 | a. Knowledge of the effects of information systems engineering applications on the universal and social dimensions of health, environment, and safety. b. Awareness of the legal consequences of engineering solutions. | |||||
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 | ||