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 | Technical 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 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 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;
|
| 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 | |
|---|---|
| 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 | Ability to determine, identify, formulate and solve the problems in the field of aviation management; for this purpose, ability to select and apply appropriate methods of analyzing and modelling | |||||
| 2 | Adequate knowledge in the areas of business, management, and aviation management; ability to apply to identify and solve the problems encountered in the field of air transport operations and theoretical and practical knowledge in these areas. | X | ||||
| 3 | Ability to design to meet the specific requirements of complex system or process related to aviation management, under realistic constraints and conditions; for this purpose, ability to apply modern design methods.( Realistic constraints and conditions, depending on the nature of the design, contain items as economics, environmental issues, sustainability, manufacturability, ethical, health, safety, social and political problems.) | X | ||||
| 4 | The ability to select, use and develop of modern techniques and tools that are needed for the applications needed in aviation management;the ability to use information technologies effectively. | X | ||||
| 5 | To examine the problem of aviation management experimental design, conducting experiments, collecting data, analyzing and interpreting the results skills. | X | ||||
| 6 | The ability to work effectively in the disciplinary and multi-disciplinary teams; individual study skills. | |||||
| 7 | Effective verbal and written communication skills in English; follow the information and developments in the field and be able to share with other people, use it in the B1 level of European Language Portfolio, knowing at least one foreign language. | X | ||||
| 8 | Aware of the necessity of lifelong learning, ability to access to information, follow developments in science and technology and continuous self-renewal ability. | X | ||||
| 9 | Information about business applications such as project management, risk management and change management; awareness of entrepreneurship, innovation and sustainable development. | |||||
| 10 | Information about the effects of aviation management applications on health, environment and safety in the universal and social dimensions and be aware of the legal consequences of the applications to be performed. | X | ||||
| 11 | To possess conscious about the effects of management and workplace applications of aviation management enterprises on occupational and environmental safety and the health of employees, as well as awareness about legal consequences of these applications. | X | ||||
| 12 | To possess conscious about responsibility of professional and ethics. | |||||
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 | ||