Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
STD0523		CUSTOMER RELATIONSHIP MANAGEMENT	2/0/0	DE	Turkish	2

Course Goals	The aim of the course is to enable students to communicate with the customers in accordance with the business targets and strategies, to classify them according to their characteristics, to interpret online customer behaviors, traditional customer behaviors in relation to their features, to arrange appointments, to contribute to the customer satisfaction assessment operations.
Prerequisite(s)	-
Corequisite(s)	-
Special Requisite(s)	-
Instructor(s)	Lecturer Emin AKSAN
Course Assistant(s)
Schedule	-
Office Hour(s)	Wednesday, 13:00-14:00, 4A04
Teaching Methods and Techniques	Lecture and discussion
Principle Sources	Müşteri İlişkileri Yönetimi, Hülya Bakırtaş.
Other Sources	-

Course Schedules
Week	Contents	Learning Methods
1. Week	The definition of customer relationship management , objectives, phases and stages	Presentation
2. Week	Customer satisfaction	Presentation
3. Week	Customer loyalty	Presentation
4. Week	Marketing activities for customers	Presentation
5. Week	Contact the customer relationship management process	Presentation
6. Week	Customer relationship management, customer service	Presentation
7. Week	Midterm Exam	Assesment
8. Week	Customer relationship management and technology	Presentation
9. Week	Customer relationship management success principles and common mistakes	Presentation
10. Week	Organizational culture of customer relationships	Presentation
11. Week	Measurement of customer relationship management and applications	Presentation
12. Week	Sample applications in Customer Relationship Management	Presentation
13. Week	Sample applications in Customer Relationship Management	Presentation
14. Week	Sample applications in Customer Relationship Management	Presentation
15. Week	Final Exam	Final Exam
16. Week	Final Exam	Final Exam
17. Week	Final Exam	Final Exam

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	40
Final Exam	1	60

Program Outcomes PO-1 To have theoretical and practical knowledge about the field of Medical Documentation and Secretarial PO-2 Effectively apply the knowledge and skills on medical documentation and secretarial in the field of health services PO-3 Using the information technologies required by the field in the health care delivery process PO-4 Finding solutions to the problems that arise during the process of health care provision by problem solving skills PO-5 Organization in the unit where he / she is employed, taking place within the team and exhibiting leadership characteristics PO-6 Providing coordination between the unit and the unit for the complete health care PO-7 Using language knowledge in written and verbal communication in a proper and proper manner PO-8 Having the ability to use the terminology used in the field of Medical Documentation and Secretariat and health services correctly and completely PO-9 Correct and effective communication with patients and their relatives PO-10 To know and apply business, duties, powers and responsibilities, professional ethic principles PO-11 Doing the duties correctly and completely in the fields of Medical Documentation and Secretarial PO-12 Adopting the philosophy of providing quality health care and fulfilling its duties related to the field of Medical Documentation and Secretariat in accordance with this philosophy PO-13 To share the thoughts on the issues related to the field of Medical Documentation and Secretariat in the health services and the suggestions for solutions in written and verbal ways with the related parties both inside and outside the institution

Learning Outcomes LO-1 To have a command on customer relations managment process LO-2 To know about consumer behavious LO-3 To undeerstand the programmes of gaining customers LO-4 To know about customer value managment process LO-5 To know about customer allagiance programmes

Course Assessment Matrix:

PO 1

PO 2

PO 3

PO 4

PO 5

PO 6

PO 7

PO 8

PO 9

PO 10

PO 11

PO 12

PO 13