ECTS - Customer Relationship Management
Customer Relationship Management (IE422) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | IE422 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Elective Courses |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Discussion, Question and Answer, Project Design/Management. |
| Course Lecturer(s) |
|
| Course Objectives | The aim of this course is to introduce to the students the basic concepts of customer relationship management as a business philosophy and technology. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Making sense of customer relationship management (CRM), The CRM value chain, Information technology for CRM, Customer portfolio analysis, Customer intimacy, Creating and managing networks, Creating value for customers, Managing the customer lifecycle: customer acquisition, customer retention and development, Organizing for CRM. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Introduction to customer relationship management Understanding relationships | Chap 1-2 |
| 2 | Planning and implementing customer relationship management projects | Chap 3 |
| 3 | Developing, managing and using customer-related databases | Chap 4 |
| 4 | Customer portfolio management Customer relationship management and customer experience | Chap 5-6 |
| 5 | Creating value for customers Managing the customer lifecycle: customer acquisition | Chap 7-8 |
| 6 | Mid Term Exam | |
| 7 | Managing the customer lifecycle: customer retention and development | Chap 9 |
| 8 | Managing networks for customer relationship management performance | Chap 10-11 |
| 9 | Managing supplier and partner relationships | Chap 12 |
| 10 | Managing investor and employee relationships Information technology for customer relationship management | Chap 13 |
| 11 | Sales-force automation | Chap 14 |
| 12 | Marketing automation Service automation | Chap 15-16 |
| 13 | Organizational issues and customer relationship management | Chap 17 |
| 14 | Student Presentations | |
| 15 | Student Presentations | |
| 16 | Final Exam |
Sources
| Course Book | 1. Buttle, F. Customer Relationship Management: Concepts and Tools, Elsevier, 2007. |
|---|---|
| Other Sources | 2. Peppers D., Rogers M., and Dorf Bob, The One to One Fieldbook, Doubleday Pub., 1999. Dick, L., The Customer Relationship Marketing Survival Guide, Hym Pres, 2000. |
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | 1 | 30 |
| Presentation | - | - |
| Project | - | - |
| 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 | X |
|---|---|
| Major Area Courses | |
| Supportive Courses | |
| Media and Managment Skills Courses | |
| Transferable Skill Courses |
The Relation Between Course Learning Competencies and Program Qualifications
| # | Program Qualifications / Competencies | Level of Contribution | ||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | ||
| 1 | Gains the ability to use knowledge by acquiring conceptual and practical understanding of all core functions of business. | |||||
| 2 | Identifies problems related to the field of business and effectively uses scientific approaches in problem-solving and decision-making processes. | |||||
| 3 | Demonstrates and analyzes the environmental, social, global impacts and legal consequences of practices related to core business functions. | |||||
| 4 | Analyzes information and reports relevant to businesses at national, regional, and global levels, and sets strategic goals based on the results obtained. | |||||
| 5 | Gains the ability to use, report, and interpret Business Information Systems and their sub-modules required for business management. | |||||
| 6 | Plans the necessary activities such as taking risks, securing resources, conducting market analysis, and preparing business plans for starting a new venture and ensuring its sustainability with innovative and creative thinking, and applies the acquired knowledge accordingly. | |||||
| 7 | Supports oneself and the organization in terms of innovation and continuous improvement, while being aware that the process of research and learning is lifelong and following scientific and technological developments related to business. | |||||
| 8 | Acquires the necessary leadership and managerial skills to achieve business objectives effectively and efficiently. | |||||
| 9 | Conducts scientific research in the field of business and reports the research findings to be used in managerial decision-making processes. | |||||
| 10 | Uses effective verbal, written, and visual communication methods to convey information related to the field of business in the language of instruction and professional English. | |||||
| 11 | Develops awareness of professional ethics, environmental sensitivity, sustainability, social responsibility, and cultural, societal, and universal values. | |||||
| 12 | Takes initiative in working effectively with different disciplines or multicultural teams, assuming responsibility, conducting risk analysis, adapting to change, and applying critical thinking and problem-solving skills | |||||
| 13 | . | |||||
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 | 3 | 48 |
| Presentation/Seminar Prepration | |||
| Project | 1 | 16 | 16 |
| Report | |||
| Homework Assignments | |||
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 5 | 5 |
| Prepration of Final Exams/Final Jury | 1 | 8 | 8 |
| Total Workload | 125 | ||