TYPE OF COURSE UNIT | Elective Course |
LEVEL OF COURSE UNIT | Associate Degree |
YEAR OF STUDY | - |
SEMESTER | - |
NUMBER OF ECTS CREDITS ALLOCATED | 5 |
NAME OF LECTURER(S) | Assistant Professor Şükran Öktem
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LEARNING OUTCOMES OF THE COURSE UNIT |
At the end of this course, the students; 1) Manage the Customer Relationship process. 2) Possess knowledge about consumer behavior, customer types and develop appropriate behavioral approaches 3) Apprehend the customer retention programs and how to recover the lost customer back. 4) Know customer value management process 5) Possess knowledge about customer loyalty
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MODE OF DELIVERY | Face to face |
PRE-REQUISITES OF THE COURSE | No |
RECOMMENDED OPTIONAL PROGRAMME COMPONENT | None |
COURSE DEFINITION | The aim of this course is customer retention, to win, to teach concepts related to customer relationships with customers such as measuring. |
COURSE CONTENTS | WEEK | TOPICS |
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1st Week | The purpose of customer relationships and key resources related to the course. | 2nd Week | Improving customer relations | 3rd Week | The concept and properties of Customer Relations | 4th Week | New dimensions in customer relations | 5th Week | Creating value for the customer | 6th Week | Communication with customers | 7th Week | Communication with customers | 8th Week | Mid-term | 9th Week | Customer service: Customer service concept, service quality, and customer service systems. | 10th Week | Customer acquisition | 11th Week | Customer retention | 12th Week | Evaluation of customer relations | 13th Week | Organizational culture | 14th Week | Prevents cultural change |
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RECOMENDED OR REQUIRED READING | 1. Journal of Marketing World 2. PI (Marketing and Communication Culture Magazine)
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PLANNED LEARNING ACTIVITIES AND TEACHING METHODS | Project,Presentation,Lecture,Questions/Answers |
ASSESSMENT METHODS AND CRITERIA | | Quantity | Percentage(%) |
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Mid-term | 1 | 40 | Assignment | 1 | 10 | Total(%) | | 50 | Contribution of In-term Studies to Overall Grade(%) | | 50 | Contribution of Final Examination to Overall Grade(%) | | 50 | Total(%) | | 100 |
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ECTS WORKLOAD |
Activities |
Number |
Hours |
Workload |
Midterm exam | 1 | 1 | 1 | Preparation for Quiz | | | | Individual or group work | | | | Preparation for Final exam | 1 | 40 | 40 | Course hours | 14 | 3 | 42 | Preparation for Midterm exam | 1 | 30 | 30 | Laboratory (including preparation) | | | | Final exam | 1 | 1 | 1 | Homework | 1 | 40 | 40 | Total Workload | | | 154 |
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Total Workload / 30 | | | 5,13 |
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ECTS Credits of the Course | | | 5 |
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LANGUAGE OF INSTRUCTION | Turkish |
WORK PLACEMENT(S) | No |
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