| TYPE OF COURSE UNIT | Elective Course |
| LEVEL OF COURSE UNIT | Master's Degree With Thesis |
| YEAR OF STUDY | - |
| SEMESTER | - |
| NUMBER OF ECTS CREDITS ALLOCATED | 10 |
| NAME OF LECTURER(S) | Associate Professor Selay Ilgaz Sümer
|
| LEARNING OUTCOMES OF THE COURSE UNIT |
At the end of this course, the students;
1) Describes the main concepts of customer relations.
2) Knows the importance of customer loyalty in companies.
3) Knows database marketing.
|
| MODE OF DELIVERY | Face to face |
| PRE-REQUISITES OF THE COURSE | No |
| RECOMMENDED OPTIONAL PROGRAMME COMPONENT | None |
| COURSE DEFINITION | In this course subjects such as communication, database marketing, creating a database, using database information and combining external/internal data will be examined. |
| COURSE CONTENTS | | WEEK | TOPICS |
|---|
| 1st Week | The main concepts of customer relationship | | 2nd Week | The added value of customer relationship in marketing | | 3rd Week | Techniques of the development of customer relationship | | 4th Week | Customer relationship and the characteristics | | 5th Week | New dimensions in customer relationship | | 6th Week | Value creating in customer relationship | | 7th Week | Communication techniques | | 8th Week | Midterm exam | | 9th Week | Art of creating communication with customers | | 10th Week | Customer services | | 11th Week | Customer services and qualification | | 12th Week | Gaining customer | | 13th Week | Keeping customer | | 14th Week | Measurement of customer relationship |
|
| RECOMENDED OR REQUIRED READING | V. Kumar, W. Reinartz. 2012. Customer Relationship Management: Concept, Strategy and Tools,Springer. |
| PLANNED LEARNING ACTIVITIES AND TEACHING METHODS | Lecture,Discussion |
| ASSESSMENT METHODS AND CRITERIA | | | Quantity | Percentage(%) |
|---|
| Mid-term | 1 | 30 | | Project | 1 | 20 | | Presentation of Article | 1 | 10 | | Total(%) | | 60 | | Contribution of In-term Studies to Overall Grade(%) | | 60 | | Contribution of Final Examination to Overall Grade(%) | | 40 | | Total(%) | | 100 |
|
| ECTS WORKLOAD |
| Activities |
Number |
Hours |
Workload |
| Midterm exam | 1 | 2 | 2 | | Preparation for Quiz | | | | | Individual or group work | | | | | Preparation for Final exam | 1 | 110 | 110 | | Course hours | 14 | 3 | 42 | | Preparation for Midterm exam | 1 | 70 | 70 | | Laboratory (including preparation) | | | | | Final exam | 1 | 2 | 2 | | Homework | | | | | Project | 1 | 40 | 40 | | Article Presentation | 1 | 40 | 40 | | Total Workload | | | 306 |
|---|
| Total Workload / 30 | | | 10,2 |
|---|
| ECTS Credits of the Course | | | 10 |
|---|
|
| LANGUAGE OF INSTRUCTION | Turkish |
| WORK PLACEMENT(S) | No |
| | |
