TYPE OF COURSE UNIT	Compulsory Course
LEVEL OF COURSE UNIT	Associate Degree
YEAR OF STUDY	2
SEMESTER	Fourth Term (Spring)
NUMBER OF ECTS CREDITS ALLOCATED	6
NAME OF LECTURER(S)	Assistant Professor Şükran Öktem
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
MODE OF DELIVERY	Face to face
PRE-REQUISITES OF THE COURSE	No
RECOMMENDED OPTIONAL PROGRAMME COMPONENT	None
COURSE DEFINITION	To teach the key concepts, processes, and functions that are involved in customer relationship management and ble them to solve costumer complaints.
COURSE CONTENTS	WEEK TOPICS 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 Midterm exam 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
RECOMENDED OR REQUIRED READING	1. Marketing magazines. 2. Pİ (Pazarlama ve İletişim Kültürü Dergisi) 3. Capital magazines. 4. Internet sources.
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture,Project,Presentation
ASSESSMENT METHODS AND CRITERIA	Quantity Percentage(%) 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
ECTS WORKLOAD	Activities Number Hours Workload Midterm exam 1 1 1 Preparation for Quiz Individual or group work 14 1 14 Preparation for Final exam 1 45 45 Course hours 14 3 42 Preparation for Midterm exam 1 40 40 Laboratory (including preparation) Final exam 1 1 1 Homework 1 40 40 Total Workload 183 Total Workload / 30 6,1 ECTS Credits of the Course 6
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No