Ders Planı

CLASS 4

Lesson plan / CUSTOMER RELATIONSHIP MANAGEMENT & AUTOMATION

Lesson Information

Course Credit	3.0
Course ECTS Credit	4.0
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	Compulsory
Mode of Delivery	Distance Learning
Does the course require compulsory or optional work experience?	Z
Course Coordinator
Instructor (s)
Course Assistant

Purpose and Content

The aim of the course	This course aims to provide the students to learn the methods of increasing the customer satisfaction and understanding of customer satisfaction principle which is one of the main elements of total quality management, customer concept, characteristics and classification, changes in marketing concept, relational marketing strategies, reasons for failure in customer relations, acquire the customer and grasp the holding.
Course Content	Customer relationship concept and its properties. Customer behavior and customer satisfaction. Organizational culture and change. Customer satisfaction focused culture creation. Barriers to cultural change. Customer-focused change management. Total quality management in sales and marketing. customer acquisition and retention. Creating value for the customer. Communication with customers, communication model and subjects. Forms of communication with customers. Customer service, service quality and system. Customer relationship measurement, benchmarking. Focus group interviews, counseling panels, critical event technique, customer relationship questionnaire.

The aim of the course

This course aims to provide the students to learn the methods of increasing the customer satisfaction and understanding of customer satisfaction principle which is one of the main elements of total quality management, customer concept, characteristics and classification, changes in marketing concept, relational marketing strategies, reasons for failure in customer relations, acquire the customer and grasp the holding.

Course Content

Customer relationship concept and its properties. Customer behavior and customer satisfaction. Organizational culture and change. Customer satisfaction focused culture creation. Barriers to cultural change. Customer-focused change management. Total quality management in sales and marketing. customer acquisition and retention. Creating value for the customer. Communication with customers, communication model and subjects. Forms of communication with customers. Customer service, service quality and system. Customer relationship measurement, benchmarking. Focus group interviews, counseling panels, critical event technique, customer relationship questionnaire.

Learning Outcomes

Be aware of the fact that management information systems is a multidisciplinary field and interrelate the other fields
Know information technologies and systems which can be used in diferrent fields of an enterprise
Provide technical and managerial contribution to information projects and take responsibility
Be able to solve problems by using diferrent information technologies, systems and support decision-makers
Convey the experience that they have about information technologies and systems, recent developments and growing tendencies through any sort of means of communication and, if necessary, can do it in a foreign language at least.
Generate ideas for interdisciplinary studies which can combine social and technical fields and be able to conduct these ideas
Analyse the needs for an information systems and have control over the processes at the analysis, design and implementation stages of the database that belongs to the system
Have the conscioussness of social responsibility and understand and practice theprofessional, legal and ethical values in information field
Have the conscioussness of social responsibility and understand and practice theprofessional, legal and ethical values in information field
Have a wide acquaintance with managerial/functional applications of enterprise information systems
Know the algorithm and be able to use an up-to-date software.
Provide technical and managerial contribution to information projects and take responsibility
Be able to think analythically and offer solutions by using the knowledge and skills gained towards problems encountered in daily life
Be aware of the fact that management information systems is a multidisciplinary field and interrelate the other fields
Acquire necessary knowledge in the fields of production,finance, human resources and management and organisation which are the fundamental functions of an enterprise
Keep up with the rapid changes in the field of information technologies and systems and innovate themselves
Keep up with the rapid changes in the field of information technologies and systems and innovate themselves
Provide technical and managerial contribution to information projects and take responsibility
Have a wide acquaintance with managerial/functional applications of enterprise information systems
Acquire necessary knowledge in the fields of production,finance, human resources and management and organisation which are the fundamental functions of an enterprise
Define management information systems in terms of technic, management and organisation and grasp the local, national and international dimensions of it
Generate ideas for interdisciplinary studies which can combine social and technical fields and be able to conduct these ideas
Know the algorithm and be able to use an up-to-date software.
Analyse the needs for an information systems and have control over the processes at the analysis, design and implementation stages of the database that belongs to the system
Provide technical and managerial contribution to information projects and take responsibility
Convey the experince that they have about information technologies and systems, recent developments and growing tendencies through any sort of means of communication and, if necessary, can do it in a foreign language at least.
Have the conscioussness of social responsibility and understand and practice theprofessional, legal and ethical values in information field
Have a wide acquaintance with managerial/functional applications of enterprise information systems
Have the conscioussness of social responsibility and understand and practice theprofessional, legal and ethical values in information field
Analyse the needs for an information systems and have control over the processes at the analysis, design and implementation stages of the database that belongs to the system
Generate ideas for interdisciplinary studies which can combine social and technical fields and be able to conduct these ideas
Have a wide acquaintance with managerial/functional applications of enterprise information systems

Weekly Course Subjects

1	Introduction to Customer Relationship Management, Definition, Objectives, Stages
2	Customer Satisfaction, Definition, Identification Satisfactory Customer Behaviors
3	Customer Loyalty, Sadakatin Effects, Customer Loyalty Creation Tactics Advantages of Sadık Customer
4	Customer Relationship Management and Relationship Marketing Objectives and Benefits of Relational Marketing
5	Customer Value, Customer Lifetime Value
6	Customer Relationship Management Communication Process Communication and Communication Elements Problems and Causes in Customer Communication
7	The Importance and Benefits of Customer Service The Customer's Life Cycle
8	Customer Service in Customer Relationship Management Steps to be Taken in Customer Winning Process
9	Midterm exam
10	Customer Retention and Winning Process and Direct Marketing
11	Customer Relationship Management and Technology
12	Customer Relationship Measurement Focus Group Talks
13	Consumer Panels, Critical Event Technique
14	Customer Relations Survey

Resources

1-Yavuz Odabaşı, Satışta Ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM)
2009 Sistem Yayıncılık; C. Aktepe, M.Baş, M. Tolon, Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 2009.
2-Ö. Emrah, Müşteri İlişkileri Yönetimi ve Otel İşletmelerinde Uygulanması, Dokuz Eylül Ünv.2006,

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Lesson Information

Purpose and Content

Learning Outcomes

Weekly Course Subjects

Resources

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