TYPE OF COURSE UNIT	Elective Course
LEVEL OF COURSE UNIT	Bachelor's Degree
YEAR OF STUDY	-
SEMESTER	-
NUMBER OF ECTS CREDITS ALLOCATED	5
NAME OF LECTURER(S)	Professor Feride Bahar Işın
LEARNING OUTCOMES OF THE COURSE UNIT	At the end of this course, the students; 1) Will be able to define the role that CRM plays in modern managerial decision. 2) Will be able to evaluate CRM strategies in Sales, Marketing and Customer Service Contexts. 3) Will be able to explain the view of the organization of business and its integration with CRM.
MODE OF DELIVERY	Face to face
PRE-REQUISITES OF THE COURSE	No
RECOMMENDED OPTIONAL PROGRAMME COMPONENT	NA
COURSE DEFINITION
COURSE CONTENTS	WEEK TOPICS 1st Week Basic Concepts in Customer Relationship Management 2nd Week CRM Value Chain 3rd Week IT for CRM 4th Week Case Analysis 5th Week Customer Portfolio Analysis 6th Week Case Analysis 7th Week Building a Customer Database 8th Week Mid-term examination 9th Week Creating and Managing Networks 10th Week Creating Value for Customers 11th Week Case Analysis 12th Week Integrating CRM Strategies 13th Week Organizing for Customer Relationship Management 14th Week The Future of CRM
RECOMENDED OR REQUIRED READING	Müşteri İlişkileri yönetimi ile ilgili akademik makaleler ve web siteleri
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture,Questions/Answers,Case Study,Discussion
ASSESSMENT METHODS AND CRITERIA	Quantity Percentage(%) Mid-term 1 30 Assignment 3 10 Quiz 3 10 Total(%) 50 Contribution of In-term Studies to Overall Grade(%) 50 Contribution of Final Examination to Overall Grade(%) 50 Total(%) 100
ECTS WORKLOAD	Activities Number Hours Workload Midterm exam 1 2 2 Preparation for Quiz 3 2,5 7,5 Individual or group work Preparation for Final exam 1 45 45 Course hours 14 3 42 Preparation for Midterm exam 1 45 45 Laboratory (including preparation) Final exam 1 2 2 Homework 3 3 9 Quiz 3 ,5 1,5 Total Workload 154 Total Workload / 30 5,13 ECTS Credits of the Course 5
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No