Ders Planı

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Lesson plan /

Lesson Information

Course Credit
Course ECTS Credit
Teaching Language of Instruction	Türkçe
Level of Course	Bachelor's Degree, TYYÇ: Level 6, EQF-LLL: Level 6, QF-EHEA: First Cycle
Type of Course
Mode of Delivery	Face-to-face
Does the course require compulsory or optional work experience?
Course Coordinator	Assist. Prof. Dr. ÖZGE DEMİRKALE
Instructor (s)	Assist. Prof. Dr. GÜLMİRA KERİM
Course Assistant

Purpose and Content

The aim of the course	The aim of this course is to introduce to the students the concepts of customer relationship management as a business philosophy and technology.
Course Content	The content of the course includes the importance of CRM and different implementations.

Learning Outcomes

Comprehend the fundamental concepts and theories of business administration science.
Comprehend the relationships between fundamental concepts and theories of business administration science.
Illustrate the theoretical frame drawn from business operations.
Comprehend the context of the underlying cases of national and international business administration.
Describe cause-effect relationships in the context of cases covered by national and international business administration cases.
Synthesize information on popular issues related to business administration.
Comprehend the role of business in the operation of global and national economic systems.
Analyze the effect and the contributions of external stakeholders to the relationships between business organizations.
Analyze comments the power and benefit relationship between internal stakeholders.
Synthesize social and technical dimensions based on the integration between business operations.
Use creative, innovative and analytical thinking skills to solve business administration problem.
Use modern methods and technologies of business administration in the business environment.
Behave as a leader or follower when necessary.
Act as a team player to operate and to make a decision in business organizations.
Analyze data about business administration issues by qualitative and quantitative techniques.
Organise the business operations with an entrepreneurial spirit.
Solve business problems quickly and effectively in the national and global competition environment and uses initiative.
Develop innovative and creative projects for industry by using the accumulation of knowledge and skills.
Keep up to date the accumulation of knowledge and skill by following developments in the economics and business administration issues.
Closely follow the developments that may occur in the business profession.
Develop the planning, organisation, operation, coordination and auditing functions of the business management.
Develop the operations to comply with the structure of a business organization.
Adopt their way of behavior that will ensure compliance with the new conditions as parallel to changes in business administration.
Communicate actively and constantly with other stakeholders in business administration profession.
Solve problems by using advanced level of information technology.
Use English language to communicate effectively and fluently.
Act in accordance with moral and ethical concepts related to business administration.
Analyze the relationships between business organization and stakeholders.
Apply the innovative and creative thinking in the business administration fields.
Become conscious intended for the universality of democracy and human rights of the business environment, organizational justice, socio-cultural values in the way of business administration, and the environmental issues.

Weekly Course Subjects

1	Introduction to CRM and strategic framework for CRM
2	Customer Satisfaction and unsatisfied customer behaviour
3	Customer Loyalty, effects of loyalty
4	Customer Relationship management and Relational Marketing
5	Customer Value and Life long customer value
6	Communication in CRM
7	The importnace of customer services
8	Customer relationship management tools
9	Mid term exam
10	Customer retention
11	CRM and technologhy
12	Measuring customer relations
13	Consumer Panells and Critical case technique
14	Final exam

Resources

1-Customer Relationship Management, Concepts and Tools, Buttle, Francis. ELSEVIER, Netherlands, 2007. (ISBN-10= 0-7506-5502-X; ISBN-13= 978-0-7506-5502-6)

CLASS 1

CLASS 2

CLASS 3

CLASS 4

Lesson Information

Purpose and Content

Learning Outcomes

Weekly Course Subjects

Resources

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