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 | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | English |
|---|---|
| Course Type | N/A |
| Course Level | Bachelor’s Degree (First Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Observation Case Study, Problem Solving, Team/Group, 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 | Making sense of customer relationship management (CRM) | [1] pages 1 - 35 |
| 2 | The CRM value chain | [1] pages 37 - 55 |
| 3 | Information technology for CRM | [1] pages 57 - 96 |
| 4 | Customer portfolio analysis | [1] pages 97 - 135 |
| 5 | Customer intimacy | [1] pageS 137 - 167 |
| 6 | Midterm I | |
| 7 | Creating and managing networks | [1] pages 169 - 221 |
| 8 | Creating value for customers | [1] pages 225 - 264 |
| 9 | Managing the customer lifecycle: customer acquisition | [1] pages 267 - 292 |
| 10 | Managing the customer lifecycle: customer retention and development | [1] pages 295 - 325 |
| 11 | Midterm II | |
| 12 | Organizing for CRM | [1] pages 329 - 346 |
| 13 | Summary: How to develop effective CRM projects | [2] |
| 14 | Summary: How to develop effective CRM projects | [2] |
| 15 | Final Examination Period | |
| 16 | Final Examination Period |
Sources
| Course Book | 1. Buttle, F. Customer Relationship Management: Concepts and Tools, Elsevier, 2007. |
|---|---|
| Other Sources | 2. Reynolds, J. A Practical Guide to CRM: Building More Profitable Customer Relationships, CMP Books, 2002. |
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 | |
|---|---|
| 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 | Acquires sufficient knowledge in mathematics, natural sciences, and related engineering disciplines; gains the ability to use theoretical and applied knowledge in these fields in solving complex engineering problems. | |||||
| 2 | Gains the ability to identify, define, formulate, and solve complex engineering problems; acquires the skill to select and apply appropriate analysis and modeling methods for this purpose. | |||||
| 3 | Gains the ability to design a complex system, process, device, or product to meet specific requirements under realistic constraints and conditions, and applies modern design methods for this purpose. | X | ||||
| 4 | Develops the skills to develop, select, and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in industrial engineering applications; gains the ability to effectively use information technologies. | X | ||||
| 5 | Gains the ability to design experiments, conduct experiments, collect data, analyze and interpret results for the investigation of complex engineering problems or discipline-specific research topics. | |||||
| 6 | Acquires the ability to work effectively in intra-disciplinary and multidisciplinary teams, as well as individual work skills. | |||||
| 7 | Acquires effective oral and written communication skills in Turkish; at least one foreign language proficiency; gains the ability to write effective reports, understand written reports, prepare design and production reports, make effective presentations, and give and receive clear instructions. | |||||
| 8 | Develops awareness of the necessity of lifelong learning; gains the ability to access information, follow developments in science and technology, and continuously renew oneself. | |||||
| 9 | Acquires the consciousness of adhering to ethical principles, and gains professional and ethical responsibility awareness. Gains knowledge about the standards used in industrial engineering applications. | |||||
| 10 | Gains knowledge about practices in the business life such as project management, risk management, and change management. Develops awareness about entrepreneurship and innovation. Gains knowledge about sustainable development. | X | ||||
| 11 | Gains knowledge about the universal and social dimensions of the impacts of industrial engineering applications on health, environment, and safety, as well as the problems reflected in the engineering field of the era. Gains awareness of the legal consequences of engineering solutions. | |||||
| 12 | Gains skills in the design, development, implementation, and improvement of integrated systems involving human, material, information, equipment, and energy. | X | ||||
| 13 | Gains knowledge about appropriate analytical and experimental methods, as well as computational methods, for ensuring system integration. | |||||
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 | 1 | 5 | 5 |
| Project | 1 | 11 | 11 |
| 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 | ||