Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
ISN6206		Customer Relationship Management	2/0/0	DE	Turkish	3

Course Goals	The students who takes this lesson will communicate with their clients the most effective and accurate way when they start their practice / job in PR or Ad Agencies. They also might find a job at client/customer relations department.
Prerequisite(s)	None
Corequisite(s)	None
Special Requisite(s)	None
Instructor(s)	Lecturer Aysun Pekkutlucan
Course Assistant(s)
Schedule	Wednesday, 09:00-10:45, Ataköy Campus, 3B-02
Office Hour(s)	Wednesday, 09:00-10:45, Ataköy Campus, 3B-02
Teaching Methods and Techniques	Students will interview account executives of companies and plan a campaign according to the brief they have.
Principle Sources	Vavra G, Terry. Different ways to improve customer satisfaction measurements. (Müşteri Tatmini Ölçümlerinizi Geliştirmenin Yolları), İstanbul: Kalder Publications, 1999.    - Odabaşı, Yavuz ve Gülfidan Barış. Consumer Behaviours ( Tüketici Davranışı) , İstanbul: MediaCat Publications, 2002
Other Sources

Course Schedules
Week	Contents	Learning Methods
1. Week	Philosophy of customer satisfaction and definition of satisfaction	Verbal Lecture
2. Week	The role and importance of customer satisfaction in American Companies	Verbal Lecture
3. Week	The methods to be implemented in order to maximize customer satisfaction	Verbal Lecture
4. Week	The methods to be implemented in order to maximize customer satisfaction	Verbal Lecture
5. Week	To achieve effective and efficient manner and methods of determining customers' wants and needs	Verbal Lecture
6. Week	To achieve effective and efficient manner and methods of determining customers' wants and needs	Verbal Lecture
7. Week	Midterm Exam	Midterm Exam
8. Week	Customers' requirements and the types of research needed	Verbal Lecture
9. Week	Customers' requirements and the types of research needed	Verbal Lecture
10. Week	Customer buying process and post-purchase behavior	Verbal Lecture
11. Week	Customer buying process and post-purchase behavior	Verbal Lecture
12. Week	General review	Verbal Lecture
13. Week	The role of consumer behavior and customer relations in the market	Verbal Lecture
14. Week	The link between customer behaviour and marketing strategy	Verbal Lecture
15. Week	Assessment	Assessment
16. Week	Assessment	Assessment
17. Week	Assessment	Assessment

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	30
Attendance	1	10
Final Exam	1	60

Program Outcomes PO-1 Students will be able to define the concepts of communication, art, culture and others on the field and to associate the acquired theoretical information with the practices in the sector. PO-2 To gain the success on the field they will acquire the must theoretical acquisitions and they will be able to make creative designs by learning the quantitative and qualitative methods of the field. PO-3 By understanding developments of the subjects like communication, media, culture and art in their historical processes students will be able to evaluate the changes and results in the field related to cultural, social and technological improvements. PO-4 They will observe the technological, cultural and social improvements and will be able to practice these changes in the field. PO-5 They will be able to analysis the subjects they read, perceived and understand. PO-6 Students will embrace contemporary academic and professional approaches on communication and design and will be able to adapt them to their works. PO-7 By improving their research skills, students will be able to bring together different information sources and communication channels, thus developing creative communication strategies. PO-8 By improving their skills on management and leadership they will be able organize their time and sources effectively. PO-9 They will develop detailed and must knowledge in the main professional fields like advertisement writership, customer representative, brand manager, communication strategist and communication consultancy. PO-10 Students will generate communication strategy in certain subjects and realize every related works. PO-11 They will work creatively, freely and flexibly in their personal lines. PO-12 Students will be able to provide and amass the necessary ideas and knowledge to give their projects a more effective and convincing formation in written, verbal or other ways. PO-13 During a relation with target group in a work they will be promoters who are encouraging the team work. PO-14 Students will be able to use necessary items and equipments of their profession in exact time and place and will practice their projects on time. PO-15 They will improve solutions to problems in the communication process and able to use their initiatives.

Learning Outcomes LO-1 Will be able to communicate effectively and efficiently with customers/clients. LO-2 Will be able to analyze customers' attitudes towards the institution LO-3 Will be able to analyze customers’ wants and needs towards the firm LO-4 Will be able to report customers’ wants and needs towards the firm LO-5 Will be able to sketch the draft campaign to meet customers' demands and needs LO-6 Will be able to practice the campaign that meets customers' demands and needs

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

PO 14

PO 15

LO 1

LO 2

LO 3

LO 4

LO 5

LO 6