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)
-
Instructor(s)
ÖĞR. GÖR. FATMA KÖMÜRCÜOĞLU SOYTÜRK
Course Assistant(s)
-
Schedule
The course has not been opened this semester.
Office Hour(s)
Tuesday, 11:45-12:30, 3A05, İncirli Campus
Teaching Methods and Techniques
-Verbal and Visual Expression, Discussion, Presentations, Sampling, Case Studies
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
Sample Application
Verbal Expression, Presentation, Sampling
14. Week
An Overview
Verbal Lecture
15. Week
Final Exams
Final Exams
16. Week
Final Exams
Final Exams
17. Week
Final Exams
Final Exams
Assessments
Evaluation tools
Quantity
Weight(%)
Midterm(s)
1
40
Final Exam
1
60
Program Outcomes
PO-1
Having basic business and economic information
PO-2
Having information on civil aviation
PO-3
To have basic knowledge in the field of Accounting
PO-4
To have knowledge of transport systems and combined transport
PO-5
Storage, inventory management, having information
PO-6
To have knowledge of basic law
PO-7
Knowledge in the field of supply chain
PO-8
Certifications to know the basic issues in the field of
PO-9
Effective and proper use of Turkish
PO-10
History of Turkish Republic to have a basic knowledge about
PO-11
Effective use of foreign language
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
