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)
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 Coordinator
Course Lecturer(s)
  • Prof. Dr. T. Erman Erkan
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 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


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
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
Special Course Internship
Field Work
Study Hours Out of Class 16 3 48
Presentation/Seminar Prepration
Project 1 16 16
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