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 Coordinator
Course Lecturer(s)
Course Assistants
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; Students will have an understanding of the principles of the customer relationship management. Students will be able to design a working customer relationship management system at a manufacturing or service facility. Students will be able to develop and manage CRM projects.
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
#	Program Qualifications / Competencies	1	2	3	4	5
1	An ability to apply knowledge of mathematics, science and engineering to Industrial Engineering; an ability to apply theoretical and practical knowledge to model and solve engineering problems.
2	An ability to identify, formulate and solve complex engineering problems; an ability to select and apply proper analysis and modeling methods.
3	An ability to design a complex system, process, tool or component to meet desired needs within realistic constraints; an ability to apply modern design.				X
4	An ability to develop, select and put into practice techniques, skills and modern engineering tools necessary for engineering practice; an ability to use information technology effectively.			X
5	An ability to design, conduct experiments, collect data, analyze and interpret results for the study of complex engineering problems or disciplinary research topics.
6	An ability to work individually, on teams, and/or on multidisciplinary teams.
7	Ability to communicate effectively in Turkish orally and in writing; knowledge of at least one foreign language; effective report writing and understand written reports, preparing design and production reports, making effective presentations, giving and receiving clear and understandable instruction.
8	A recognition of the need for, and an ability to engage in life-long learning; an ability to use information-seeking tools and to follow the improvements in science and technology.
9	An ability to behave according to the ethical principles, an understanding of professional and ethical responsibility. Information on standards used in industrial engineering applications.
10	Knowledge of business applications such as project management, risk management and change management. A recognition of entrepreneurship, innovativeness. Knowledge of sustainable improvement.			X
11	Information on the effects of industrial engineering practices on health, environment and security in universal and societal dimensions and the information on the problems of the in the field of engineering of the era. Awareness of the legal consequences of engineering solutions.
12	An ability to design, development, implementation and improvement of integrated systems that include human, materials, information, equipment and energy.				X
13	Knowlede on appropriate analytical, computational and experimental methods to provide 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