Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
IBS0535		Customer Relationship Management	2/0/0	DE	Turkish	2

Course Goals	Comprehension of customer relationships in 21st century competitive conditions, mastery of managerial processes, strategies and tactics in customer relations with new customers by keeping existing customers.
Prerequisite(s)	-
Corequisite(s)	-
Special Requisite(s)	% 70 attendance is required
Instructor(s)	Lecturer Kübra Öztürk
Course Assistant(s)	-
Schedule	The course has not been opened this semester.
Office Hour(s)	Thursday 11.00-13.00 CATS V3, Chat Room İÖ: Wednesday 16.00-18.00 CATS V3, Chat Room
Teaching Methods and Techniques	It has been planned as digital distance education up to %40 and will be supported by sectoral E-Webinars that will be given with a digital method and CATS V3 interface enriched as %100 asynchronous and synchronous in the spring semester
Principle Sources	- Course Notes
Other Sources	- Bakırtaş, Hülya. Müşteri İlişkileri Yönetimi, Bursa:Ekin Yayınevi, 2013. - Odabaşı, Yavuz. Satış ve Pazarlamada Müşteri İlişkileri, İstanbul:Der Yayınları, 1997.

Course Schedules
Week	Contents	Learning Methods
1. Week	Introduction course; Meeting and Talking About Customer Relations	Verbal Expression, Presentatio
2. Week	Customer Relationships Concept and Features	Verbal Expression, Presentation, Sampling
3. Week	Market, Marketing and Changing Structure of Customer Relationships	Verbal Expression, Presentation, Sampling
4. Week	Organizational Culture and Change	Verbal Expression, Presentation, Sampling
5. Week	Communication with Customers	Verbal Expression, Presentation, Sampling
6. Week	Customer Relationship Management Models	Verbal Expression, Presentation, Sampling
7. Week	Customer Value, Customer Satisfaction and Loyalty Relationship	Verbal Expression, Presentation, Sampling
8. Week	Mid-Term Exam	Mid-Term Exam
9. Week	Customer Winning and Retention	Verbal Expression, Presentation, Sampling
10. Week	Customer Relationship Management Planning and Implementation	Verbal Expression, Presentation, Sampling
11. Week	Customer Service Quality, System and Check List	Verbal Expression, Presentation, Sampling
12. Week	Customer Relationship Measurement	Verbal Expression, Presentation, Sampling
13. Week	Example: Customer Relationship Analysis in Banking and Insurance Sector	Verbal Expression, Presentation, Sampling
14. Week	Example: Customer Relationship Analysis in Banking and Insurance Sector	Verbal Expression, Presentation, Sampling
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	30
Final Exam	1	40

Program Outcomes PO-1 To know the responsibility about the position of their job in the field of banks and insurance companies. PO-2 To explain the importance of research and development issues of their related field by means of individual or group studies. PO-3 To understand the importance of follow-up the legislation in the field of profession. PO-4 To express the importance of the banking for national economy and businesses. PO-5 To do work of their related field by using computer. Store information and using stored information. PO-6 To take responsibility in the management levels. PO-7 Finding practical solutions against the problems to business activities and giving the right decision. PO-8 Assuming responsibility in finance and banking sector and after providing legal terms opened his/her own office on behalf of, train qualified manpower. PO-9 Analysis and interpretation balance sheet and income statement of a business. PO-10 To make Bank and insurance accounting. PO-11 Equipped in terms of customer relations and human resources PO-12 To receive general information in banking and insurance and be informed about the bank and insurance law. PO-13 To know camputer programmes well about of the profession. PO-14 To have knowledge about professional English in banking and insurance.

Learning Outcomes LO-1 Acquire comprehensive information on current customer retention, new customer acquisition and value creation in customer relations LO-2 Understand the planning and implementation processes of customer relations LO-3 Develop strategies in customer relationship management LO-4 Explain the relationship between customer relations and organizational culture LO-5 Will be able to produce solution strategies against customer problems

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

LO 1

LO 2

LO 3

LO 4

LO 5