| 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 Macide Berna Çağlar
|
| LEARNING OUTCOMES OF THE COURSE UNIT |
At the end of this course, the students;
1) Get basic customer relationship management information.
2) Learn the application areas of customer relationship management in the field of logistics.
3) Learn how to communicate with the customer.
|
| MODE OF DELIVERY | Face to face |
| PRE-REQUISITES OF THE COURSE | No |
| RECOMMENDED OPTIONAL PROGRAMME COMPONENT | No |
| COURSE DEFINITION | This course aims to teach the concepts and methods of customer relationship management to the students. |
| COURSE CONTENTS | | WEEK | TOPICS |
|---|
| 1st Week | The Concept of Customer Relations and Properties | | 2nd Week | Customer Behavior and Customer Satisfaction | | 3rd Week | Organizational Culture and Change | | 4th Week | The Creation of Culture Focused on Customer Satisfaction | | 5th Week | Cultural Change Barriers | | 6th Week | Customer-Focused Change Management | | 7th Week | Sales and Marketing,Total Quality Management | | 8th Week | Midterm Exam | | 9th Week | Customer Acquisition and Retention | | 10th Week | Value Creation for Customer | | 11th Week | Communication with Customers, Communication Model | | 12th Week | Forms of Communication with Customers | | 13th Week | Service of Customer and service quality | | 14th Week | An overview |
|
| RECOMENDED OR REQUIRED READING | Lecture notes |
| PLANNED LEARNING ACTIVITIES AND TEACHING METHODS | Lecture,Discussion,Questions/Answers,Presentation,Case Study,Problem Solving |
| ASSESSMENT METHODS AND CRITERIA | | | Quantity | Percentage(%) |
|---|
| Mid-term | 1 | 30 | | Assignment | 1 | 15 | | Total(%) | | 45 | | Contribution of In-term Studies to Overall Grade(%) | | 45 | | Contribution of Final Examination to Overall Grade(%) | | 55 | | Total(%) | | 100 |
|
| ECTS WORKLOAD |
| Activities |
Number |
Hours |
Workload |
| Midterm exam | 1 | 1 | 1 | | Preparation for Quiz | 4 | 5 | 20 | | Individual or group work | 14 | 4 | 56 | | Preparation for Final exam | 1 | 25 | 25 | | Course hours | 14 | 2 | 28 | | Preparation for Midterm exam | 1 | 20 | 20 | | Laboratory (including preparation) | | | | | Final exam | 1 | 1 | 1 | | Homework | | | | | Total Workload | | | 151 |
|---|
| Total Workload / 30 | | | 5,03 |
|---|
| ECTS Credits of the Course | | | 5 |
|---|
|
| LANGUAGE OF INSTRUCTION | Turkish |
| WORK PLACEMENT(S) | No |
| | |
