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)
% 70 attendance is required
Instructor(s)
Lecturer Fatma KÖMÜRCÜOĞLU SOYTÜRK
Course Assistant(s)
Schedule
Tuesday, 13:00-14.50, 4B04, Incirli Campus
Office Hour(s)
Tuesday, 13:00-14.50, 4B04, Incirli Campus
Teaching Methods and Techniques
Lecture and discussion
Principle Sources
SATIŞ ve PAZARLAMADA MÜŞTERİ İLİŞKİLERİ YÖNETİMİ, Yavuz Odabaşı, Aura Yayınevi, 2015
Other Sources
MÜŞTERİ İLİŞKİLERİ YÖNETİMİ (KAVRAMLAR, MODELLER ve STRATEJİLER), Hülya Bakırtaş, Ekin Yayınevi, 2013
Course Schedules
Week
Contents
Learning Methods
1. Week
Definition, Scope and Importance of Customer Relationship Management
presentation and lecture
2. Week
Communication and Dimensions With Customers
presentation and lecture
3. Week
Customer Loyalty and Quality in Services
presentation and lecture
4. Week
Strategic Approach to Customer Relations
presentation and lecture
5. Week
Customer Relationship Planning and Implementation Process
presentation and lecture
6. Week
Customer Relationship Management and Technology
presentation and lecture
7. Week
Midterm
Midterm
8. Week
Customer Relationship Management and Organizational Culture
presentation and lecture
9. Week
Measurement and Applications of Customer Relationship Management
presentation and lecture
10. Week
Customer Relations Problems and Solutions
presentation and lecture
11. Week
Customer Relationship Management in Healthcare Institutions
presentation and lecture
12. Week
Public Health Organizations in Terms of Customer Relationship Management
presentation and lecture
13. Week
Private Health Businesses for Customer Relationship Management
presentation and lecture
14. Week
Public and Private Health Business Applications in Customer Relationship Management
presentation and lecture
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
Homework / Term Projects / Presentations
1
0
Final Exam
1
60
Program Outcomes
PO-1
Where necessary to communicate effectively in Turkish and other foreign languages effectively orally or in writing to use
PO-2
The acquired theoretical knowledge in practice in individual work and team work skills to transform
PO-3
Health institutions, business ethics and social responsibility have the ability to apply concepts
PO-4
Health institutions have gained the skills of human resources management
PO-5
Knowing the types of communication techniques in health care institutions and to apply these techniques to analyze and type.
PO-6
Health institutions have sufficient knowledge about the organization and management.
PO-7
Human resources in healthcare organizations to efficiently use
PO-8
Health sector, local, national and international social issues comprehension
PO-9
Present understanding of management appropriate to apply total quality management in the health sector
PO-10
Used in health care institutions and methods that can be used to develop IT skills have
PO-11
Know the workings of economic and management in healthcare organizations, assessment
PO-12
Health care facilities planning, organization, coordination, execution and control functions to successfully conduct
PO-13
Global health planning in health systems, health policy, etc. Having knowledge on issues and emphasis on patient safety and health, as well as to comprehend the legal consequences of this practice
PO-14
Management functions in health institutions and organizations have sufficient knowledge
PO-15
Cost management in health care organizations to learn about the process and make relevant records and using the Chart of Accounts to make the accounting records
PO-16
The concept of insurance, social security and health systems, Public Health, private health insurance and reimbursement methods to have information.
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
LO-6
to know about customer complaint management
LO-7
to know about information Technologies related with customer relations management
LO-8
to know about the critical approach to customer relations managment
