Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
SOPO535		CUSTOMER RELATIONS 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 Kübra ÖZTÜRK
Course Assistant(s)	-
Schedule	Friday 14:00-15:50 2A01 İncirli Campus
Office Hour(s)	Friday 13:00-13:50 3A05 İncirli Campus
Teaching Methods and Techniques	Lecture,discussion
Principle Sources	-Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, 2000, Yavuz Odabaşı
Other Sources	-paper,article

Course Schedules
Week	Contents	Learning Methods
1. Week	Definition, objectives, stages and phases of customer relationship management	Presentation and expression
2. Week	Customer satisfaction	Presentation and expression
3. Week	Customer loyalty	Presentation and expression
4. Week	Marketing activities for customers	Presentation and expression
5. Week	Customer relationship management in-process communication	Presentation and expression
6. Week	Customer service management in customer relationship management	Presentation and expression
7. Week	Customer relationship management and technology	Presentation and expression
8. Week	Success principles in customer relationship management and mistakes made	Presentation and expression
9. Week	Organizational culture in customer relations	Presentation and expression
10. Week	Customer relationship management measurement and applications	Presentation and expression
11. Week	Sample applications in customer relationship management	Presentation and expression
12. Week	Sample applications in customer relationship management	Presentation and expression
13. Week	Sample applications in customer relationship management	Presentation and expression
14. Week	Final
15. Week
16. Week
17. Week

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

Program Outcomes PO-1 Optician has a basic level of theoretical knowledge in the field PO-2 They describes terms related to Opticianry field PO-3 They will have a basic level of practical knowledge in Opticianry field PO-4 They define problems when faced with an unexpected situation in line with the information obtained from the device. PO-5 Detects problems and looks for solutions in their field PO-6 Optician, using the basic knowledge of a given task is executed independently owned. PO-7 Lifelong learning awareness, identify learning requirements and access to information resources. PO-8 Inform individuals and organizations about the use of technological knowledge and skills they possess in the relevant issues, share their suggestions for solutions to problems orally and in writing. PO-9 An optician, use the acquired knowledge and skills at a basic level, he served as a member of the team to face any problem. PO-10 Personal and public health have sufficient awareness of safety and environmental protection will be aware of the risks that threaten the environment, warned the environmental and human health protection.

Learning Outcomes LO-1 Domination of the Customer Relationship Management process LO-2 Know consumer behaviors. LO-3 Understand customer retention and lost customer acquisition programs. LO-4 Recognize the customer value management process. LO-5 Recognizing customer loyalty programs

Course Assessment Matrix:

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10