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 | Natural & Applied Sciences Master's Degree |
| 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 | 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 | Ability to apply the acquired knowledge in mathematics, science and engineering | |||||
| 2 | Ability to identify, formulate and solve complex engineering problems | |||||
| 3 | Ability to accomplish the integration of systems | |||||
| 4 | Ability to design, develop, implement and improve complex systems, components, or processes | |||||
| 5 | Ability to select/develop and use suitable modern engineering techniques and tools | |||||
| 6 | Ability to design/conduct experiments and collect/analyze/interpret data | |||||
| 7 | Ability to function independently and in teams | |||||
| 8 | Ability to make use of oral and written communication skills effectively | |||||
| 9 | Ability to recognize the need for and engage in life-long learning | |||||
| 10 | Ability to understand and exercise professional and ethical responsibility | |||||
| 11 | Ability to understand the impact of engineering solutions | |||||
| 12 | Ability to have knowledge of contemporary issues | |||||
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 | ||