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 ANIK
Course Assistant(s)
The course has not been opened this semester
Schedule
Wednesday 09:00-10:45, 5A05, İncirli Campus
Office Hour(s)
Wednesday, İncirli 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
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 REWİEV
Lecture, presentation, case study analysis
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
PO 1. To have a basic knowledge in the field of Business Management
PO-2
PO 2. To know organizational structure in the way of planning, organization, leadership and control mechanisms
PO-3
PO 3. Recognizing human resources management and labor and social security legislations
PO-4
PO 4. To be master in the legislations related to the business and take legal responsibility by taking basic legislations which shapes the regulatory framework of the business into account
PO-5
PO 5. To take advantage of data collection techniques for problem solving and decision making
PO-6
PO 6. To have a knowledge about basic methods used in accounting and business practices of these methods
PO-7
PO 7. Identify the functions and implementations of marketing in business life, be able to conduct market research and use the marketing communication as required
PO-8
PO 8. To have the knowledge about computers and relevant programs needed
PO-9
PO 9. To be able to apply business processes and basic principles of project management techniques
PO-10
PO 10. To have the ability of effective communication skills both orally and written
PO-11
PO 11. To be able to make quality-oriented plans within business structure
PO-12
PO 12. To be able to develop business analysis for targeting appropriate investments and follow-up
PO-13
PO 13. To be able to take advantage of financial analysis techniques within business environment
PO-14
PO 14. To be able to benefit from major numerical analysis methods and their implementations in business
PO-15
PO 15. To follow the basic legislation related to the business and have a knowledge on basic law
PO-16
PO 16. To have knowledge about Ataturk's Principles and Revolution History
PO-17
PO 17. Recognize the basic principals and processes of production and sales management
PO-18
PO 18. To have vocational knowledge of English in Business and Management
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
