Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
MEP0024			2/0/0	DE		2

Course Goals	Within the scope of the course, the participants; It is aimed to inform the way businesses follow in creating and developing customer relations by enabling them to master the basic customer relationship management concepts, the concept of experience, and the new generation digital customer relationship management.
Prerequisite(s)	Course Code Course Name…
Corequisite(s)	Course Code Course Name…
Special Requisite(s)	The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.)
Instructor(s)	Lecturer Emine Anık
Course Assistant(s)
Schedule	THURSDAY, 13:00-15:00, 2A08, İNCİRLİ CAMPUS,
Office Hour(s)	THURSDAY, 13:00, 2A08, İNCİRLİ CAMPUS
Teaching Methods and Techniques	-lecture presentation case study analysis
Principle Sources	--MÜŞTERİ DENEYİMİ YÖNETİMİ: 4.0 ÇAĞINDA REKABETTE BAŞARININ SIRRI, CAN ERDEM VE NİHAT TAVŞAN, 2019, BETA YAYINEVİ
Other Sources	-- YENİ NESİL PAZARLAMA YAKLAŞIMLARI, VAKA ANALİZLERİ İLE, AYSUN KAHRAMAN-ESRA GÜVEN, GAZİ KİTAPEVİ,2019

Course Schedules
Week	Contents	Learning Methods
1. Week	INTRODUCTION, DIGITAL TRANSFORMATION IN MARKETING	Lecture, presentation, case study analysis
2. Week	EXPERIENCE CONCEPT AND CUSTOMER EXPERIENCE	Lecture, presentation, case study analysis
3. Week	CUSTOMER EXPERIENCE AND MARKETING COMMUNICATION	Lecture, presentation, case study analysis
4. Week	PREPARING A CUSTOMER JOURNEY MAP	Lecture, presentation, case study analysis
5. Week	CRM	Lecture, presentation, case study analysis
6. Week	SOCIAL CRM	Lecture, presentation, case study analysis
7. Week	CUSTOMER EXPERIENCE MANAGEMENT IN SOCIAL MEDIA	Lecture, presentation, case study analysis
8. Week	CUSTOMER AWARENESS JOURNEY	Lecture, presentation, case study analysis
9. Week	GENERAL REVIEW	Lecture, presentation, case study analysis
10. Week	CUSTOMER EXPERIENCE CUSTOMER SATISFACTION BRAND PERSONALITY AND BRAND IMAGE RELATIONSHIP	Lecture, presentation, case study analysis
11. Week	CUSTOMER EXPERIENCE DESIGN - CONTENT MARKETING	Lecture, presentation, case study analysis
12. Week	CUSTOMER EXPERIENCE TRENDS IN THE DIGITAL WORLD	Lecture, presentation, case study analysis
13. Week	CASE ANALYSIS	Lecture, presentation, case study analysis
14. Week	GENERAL REVIEW	EXAM
15. Week	FINAL	EXAM
16. Week	FINAL	EXAM
17. Week	FINAL	EXAM

Assessments
Evaluation tools	Quantity	Weight(%)
Homework / Term Projects / Presentations	1	40
Final Exam	1	60

Program Outcomes PO-1 Learning the basic concepts of Electronic Commerce PO-2 To be able to analyze the relationship between Electronic Commerce and Internet correctly PO-3 To fully grasp the legal dimension of Electronic Commerce

Learning Outcomes LO-1 To inform about the concepts of Customer Relationship Management LO-2 Informing about the methods of gaining customers, retaining the customers gained, regaining the lost customers LO-3 To inform about the importance of concepts such as customer loyalty, customer satisfaction and total quality management in terms of customer relationship management. LO-4 To inform about experience, customer experience, new generation digital customer relations concepts and strategies. LO-5 To inform about the importance of customer relations for businesses, employees and customers

Course Assessment Matrix:

	PO 1	PO 2	PO 3
LO 1
LO 2
LO 3
LO 4
LO 5