TYPE OF COURSE UNIT	Elective Course
LEVEL OF COURSE UNIT	Bachelor's Degree
YEAR OF STUDY	-
SEMESTER	-
NUMBER OF ECTS CREDITS ALLOCATED	3
NAME OF LECTURER(S)	-
LEARNING OUTCOMES OF THE COURSE UNIT	At the end of this course, the students; 1) Dominates the customer relationship management process. 2) Know consumer behavior, recognize customer types and develop appropriate approaches. 3) Understands the programs of holding the customer and winning the lost customer. 4) Recognize customer value management process. 5) Recognizes customer loyalty programs.
MODE OF DELIVERY	Face to face
PRE-REQUISITES OF THE COURSE	No
RECOMMENDED OPTIONAL PROGRAMME COMPONENT	None
COURSE DEFINITION	Customer relationship management concept, objectives, phases, success principles and benefits are taught. The relationship between the concepts of customer satisfaction, loyalty and customer value is conveyed between the concepts of service, service marketing and customer service. Customer relationship concepts and customer relationship management and measurement methods are also taught.
COURSE CONTENTS	WEEK TOPICS 1st Week Customer relations concept and characteristics 2nd Week New dimensions in customer relations 3rd Week Creating value for the customer 4th Week Communication with customers 5th Week Online consumer behavior and traditional consumer behavior 6th Week Customer service 7th Week Customer acquisition 8th Week Midterm 9th Week Customer retention 10th Week Focus groups in customer relations 11th Week Creating customer value 12th Week Customer satisfaction 13th Week Customer complaints 14th Week Organizational culture 15th Week Final Exam
RECOMENDED OR REQUIRED READING	1. Journal of Marketing World. 2. PI (Marketing and Communication Culture Magazine).
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture,Discussion,Questions/Answers,Practice,Project,Presentation
ASSESSMENT METHODS AND CRITERIA	Quantity Percentage(%) Mid-term 1 30 Assignment 1 10 Total(%) 40 Contribution of In-term Studies to Overall Grade(%) 40 Contribution of Final Examination to Overall Grade(%) 60 Total(%) 100
ECTS WORKLOAD	Activities Number Hours Workload Midterm exam 1 1 1 Preparation for Quiz 2 2 4 Individual or group work 2 5 10 Preparation for Final exam 1 15 15 Course hours 14 2 28 Preparation for Midterm exam 1 15 15 Laboratory (including preparation) Final exam 1 1 1 Homework 2 2 4 Total Workload 78 Total Workload / 30 2,6 ECTS Credits of the Course 3
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No