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
LEARNING OUTCOMES OF THE COURSE UNIT	At the end of this course, the students; 1) Explain the CRM process 2) Know customer,customer behavior. Develop new approaches 3) Understand customer retention and gain customers programs 4) Recognize customer value process 5) Recognize customer loyalty programs
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 Customer relationships concept and features 2nd Week New dimensions in customer relationship 3rd Week Creating customer value 4th Week Comminication with customers 5th Week Online Customer Relations, Traditional Customer Behavior 6th Week Customer Services 7th Week Gaining Customer 8th Week Midterm 9th Week Keeping Customer 10th Week Customer relations, focus groups 11th Week Creating Value for Customers 12th Week Customer Satisfaction 13th Week Handling Customer Complaints 14th Week Organization culture
RECOMENDED OR REQUIRED READING	Müşteri İlişkileri Yönetimi, (Aktepe, C. ) Yönetim Bilimi (Koç,H.)
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture, Proje, Sunum
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 Preparation for Final exam 1 50 50 Course hours 14 3 42 Preparation for Midterm exam 1 50 50 Laboratory (including preparation) Final exam 1 1 1 Homework Total Workload 144 Total Workload / 30 4,8 ECTS Credits of the Course 5
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No