ECTS - Customer Relationship Management
Customer Relationship Management (IE517) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | IE517 | General Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | Free Elective |
| 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 Lecturer(s) |
|
| 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;
|
| 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 | ||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | ||
| 1 | Integrates the knowledge acquired in their undergraduate field with business administration and uses them in conjunction. | |||||
| 2 | Possesses knowledge of research methods and techniques and is able to apply them. | |||||
| 3 | Produces creative and constructive solutions in cases of uncertainty and complexity in the field of business administration. | |||||
| 4 | Comprehends the fundamental concepts and core functions of business administration at an advanced level. | |||||
| 5 | Plans and manages activities aimed at the professional development of subordinates in projects and professional activities within their field. | |||||
| 6 | Generates innovative and creative ideas and is able to implement them. | |||||
| 7 | Independently carries out a study using their knowledge in the field of business administration and takes responsibility as a team member in collaboration with other professional groups in the field. | |||||
| 8 | Has the ability to access scientific knowledge in business administration, follow current literature, critically evaluate and apply it. | |||||
| 9 | Communicates knowledge related to the field of business effectively by using verbal, written, and visual communication methods in both the language of instruction and professional English. | |||||
| 10 | Demonstrates awareness of professional ethics, environmental sensitivity, sustainability, social responsibility, and cultural, societal, and universal values. | |||||
| 11 | Works effectively in interdisciplinary and multicultural teams, takes responsibility, performs risk analysis, adapts to change, thinks critically, and takes initiative in problem-solving. | |||||
| 12 | . | |||||
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 | ||