Customer Relationship Management (IE517) Course Detail

Course Name	Course Code	Season	Lecture Hours	Application Hours	Lab Hours	Credit	ECTS
Customer Relationship Management	IE517		3	0	0	3	5

Pre-requisite Course(s)
N/A

Course Language	English
Course Type	N/A
Course Level	Social Sciences Master's Degree
Mode of Delivery	Face To Face
Learning and Teaching Strategies	Lecture, Question and Answer, Observation Case Study, Project Design/Management.
Course Coordinator
Course Lecturer(s)	Asst. Prof. Dr. Turan Erman Erkan
Course Assistants
Course Objectives	In this course, the students will be learning fundamental concepts of customer relationship management to be able to apply for their practical problems.
Course Learning Outcomes	The students who succeeded in this course; Acquaintance of students with the fundamental concepts of customer relationship management (CRM). Ability of students to develop an insight about the role of CRM for the industrial world. Ability of students to evaluate and solve real life processes and problems using CRM.
Course Content	The analysis of operational, analytical and collaborative customer relationship management, operational CRM, connecting with analytical and collaborative CRM, understanding the importance of building and sustaining relationships with customers, enhancing customer loyalty, analyzing customer value and profitability; investigating the use of technolo

Weekly Subjects and Releated Preparation Studies

Week	Subjects	Preparation
1	Operational CRM, connecting with analytical and collaborative CRM
2	Operational CRM, connecting with analytical and collaborative CRM
3	Understanding the importance of building and sustaining relationships with customers.
4	Understanding the importance of building and sustaining relationships with customers.
5	Enhancing customer loyalty.
6	Enhancing customer loyalty.
7	Enhancing customer loyalty.
8	Analyzing customer value and profitability
9	Analyzing customer value and profitability
10	Investigating the use of technologies for the effective management of relationships with individual customers.
11	Investigating the use of technologies for the effective management of relationships with individual customers.
12	Managing the CRM process
13	Implementing CRM systems and evaluating their success
14	Implementing CRM systems and evaluating their success
15	Final Examination Period
16	Final Examination Period

Sources

Course Book	1. Dick, L., The Customer Relationship Marketing Planning Guide, Hym Press, 2000
Other Sources	2. Peppers D., Rogers M., and Dorf Bob, The One to One Fieldbook, Doubleday Pub., 1999

Evaluation System

Requirements	Number	Percentage of Grade
Attendance/Participation	-	-
Laboratory	-	-
Application	-	-
Field Work	-	-
Special Course Internship	-	-
Quizzes/Studio Critics	-	-
Homework Assignments	-	-
Presentation	-	-
Project	1	30
Report	-	-
Seminar	-	-
Midterms Exams/Midterms Jury	1	30
Final Exam/Final Jury	1	40
Toplam	3	100

Percentage of Semester Work	60
Percentage of Final Work	40
Total	100

Course Category

Core Courses
Major Area Courses
Supportive Courses	X
Media and Managment Skills Courses
Transferable Skill Courses

The Relation Between Course Learning Competencies and Program Qualifications

#	Program Qualifications / Competencies	Level of Contribution
#	Program Qualifications / Competencies	1	2	3	4	5
1	1. To be able to combine and use the knowledge of their undergraduate program area with the knowledge of business administration.
2	2. To have knowledge about research methods and techniques and to be able to use them
3	3. To be able to produce creative and constructive solutions in cases of uncertainty and confusion in the field of business
4	Following and evaluating the global and national developments related to businesses and making financial decisions.
5	5. To be able to plan and manage activities for the professional development of employees under his/her responsibility in professional activities and projects in his/her field.
6	6. To be able to produce innovative and creative ideas and to put these ideas into practice
7	7. To be able to carry out a study independently using the knowledge he has in the field of business administration and to take responsibility as a team member in cooperation with other professional groups working in this field.
8	8. To have the ability to reach scientific knowledge in the field of business, to monitor, evaluate and apply the current literature.
9	9. To be able to transfer information about the field of business using effective verbal, written and visual communication methods in the language of learning and professional English.
10	10. To be aware of professional ethics, environmental awareness, sustainability, social responsibility, cultural, social and universal values.
11	11. To be able to work effectively with different disciplines or multicultural teams, to take responsibility, to make risk analysis, to keep up with change, to think critically and to use initiative in problem solving.
12	12. To have the ability to present a research problem, to develop hypotheses, to design research and to reach a conclusion by using qualitative/quantitative methods, by making the necessary literature review, and to have the ability to publish an academic publication as a result.

ECTS/Workload Table

Activities	Number	Duration (Hours)	Total Workload
Course Hours (Including Exam Week: 16 x Total Hours)	16	3	48
Laboratory
Application
Special Course Internship
Field Work
Study Hours Out of Class	16	1	16
Presentation/Seminar Prepration
Project	1	4	4
Report
Homework Assignments	4	4	16
Quizzes/Studio Critics
Prepration of Midterm Exams/Midterm Jury	1	16	16
Prepration of Final Exams/Final Jury	1	25	25
Total Workload			125