Teaching the concepts about to gain consumer, customer retention and measuring the customer relationship
Prerequisite(s)
-
Corequisite(s)
-
Special Requisite(s)
% 70 attendance is required
Instructor(s)
Lecturer Kübra Mertel
Course Assistant(s)
Schedule
Tue 20.2. - 21.5.2024 15:00 - 16:50 İK 1B08 (İncirli 1. Kat B Kor. Derslik 8)
Office Hour(s)
Tue 20.2. - 21.5.2024 15:00 - 16:50 İK 1B08 (İncirli 1. Kat B Kor. Derslik 8)
Teaching Methods and Techniques
LECTURE
Principle Sources
-Yavuz Odabaşı, Satış ve Pazarlamada Müşteri İlişkileri Yönetimi, İstanbul: Sistem Yayıncılık, 2010
Other Sources
-MÜŞTERİ İLİİKİLERİ 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, Case Study
2. Week
Communication and Dimensions With Customers
Presentation, Case Study
3. Week
Customer Loyalty and Quality in Services
Presentation, Case Study
4. Week
Strategic Approach to Customer Relations
Presentation, Case Study
5. Week
Customer Relationship Planning and Implementation Process
Presentation, Case Study
6. Week
Customer Relationship Management and Technology
Presentation, Case Study
7. Week
Reading Week
Presentation, Case Study
8. Week
Customer Relationship Management and Organizational Culture
Presentation, Case Study
9. Week
Measurement and Applications of Customer Relationship Management
Student Project presantation
10. Week
Customer Relations Problems and Solutions
Presentation, Case Study
11. Week
Customer Relationship Management in Healthcare Institutions
Presentation, Case Study
12. Week
Public Health Organizations in Terms of Customer Relationship Management
Presentation, Case Study
13. Week
Private Health Businesses for Customer Relationship Management
Presentation, Case Study
14. Week
Public and Private Health Business Applications in Customer Relationship Management
Presentation, Case Study
15. Week
Final Exam
Final Exam
16. Week
Final Exam
Final Exam
17. Week
Final Exam
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 knowledge about logistics operations and the basic legislation
PO-2
PO 2. To have knowledge about the politics, corporations and the developments in logistics.
PO-3
PO 3. To have knowledge about the economical life and the basic features of the enterprises that take place in logistics sector.
PO-4
PO 4. To have knowledge about the documents that are used in logistics and how to prepare them.
PO-5
PO 5. To have knowledge about the new marketing and sales techniques and the principles of opening to new markets.
PO-6
PO 6. To have knowledge and consciousness about the job security, worker health and environment protection in logistics sector.
PO-7
PO 7. To have knowledge and consciousness about the basic legal attainments, social responsibility, ethics and social security rights in logistics.
PO-8
PO 8. To be involved in communication network in logistics sector and follow the developments.
PO-9
PO 9. To have the ability to analyse complicated problems through the applied education in logistics and to have well rounded point of view.
PO-10
PO 10. To have the ability to use theoretical methods that are learned in planning and decision making.
PO-11
Po 11. To have the ability to comment and evaluate the classical and current theories by taking into account the developments in logistics and supply chain areas.
PO-12
PO 12. To have the basic knowledge about foreign trade and customs legislation
PO-13
PO 13. To have knowledge about relationship between foreign trade and logistics management.
PO-14
PO 14. To have basic knowledge in at least one foreign language
Learning Outcomes
LO-1
Understanding change on marketing and to reveal the importance of customer
LO-2
Mentioning on customer acquisition, customer retention, regain lost customers, customer relations, business management, employees and customers
LO-3
In terms of sustainable competition, there is needen customer satisfaction, total quality,value-oriented products and services
LO-4
Mentioning on customer loyalty programs, customer complaints management, customer relationship management process
LO-5
Selection of appropriate information technologies for crm
