ECTS - Customer Relationship Management
Customer Relationship Management (AVM416) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | AVM416 | Area Elective | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| 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, Field Trip, Problem Solving, Team/Group. |
| 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 based on technology. 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 service facility. The things you need to do for customer acquisition, customer development and customer retention will also be included in this course. Students will have information on the development of an effective customer relationship project. |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Customer relationship management (CRM), the CRM value chain, information technology for CRM, customer portfolio analysis, customer intimacy, creating and managing customer networks, creating value for customers, managing the customer lifecycle (customer acquisition, customer retention and development). |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Introduction to Customer Relationship Management | |
| 2 | The Customer Relationship Management Value Chain | |
| 3 | Information Technology for Customer Relationship Management | |
| 4 | Information Technology for Customer Relationship Management | |
| 5 | Customer Portfolio Analysis | |
| 6 | Customer Intimacy | |
| 7 | Creating and Managing Networks | |
| 8 | Mid-Term Exam | |
| 9 | Creating Value for Customers | |
| 10 | Customer Acquisition | |
| 11 | Customer Acquisition | |
| 12 | Customer Retention and Development | |
| 13 | Customer Retention and Development | |
| 14 | Organizing Customer Relationship Management | |
| 15 | Development of Customer Relationship Projects | |
| 16 | Final Exam |
Sources
| Course Book | 1. Buttle, F. Customer Relationship Management: Concepts and Tools, Elsevier, 2007 |
|---|---|
| 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 | 10 |
| Presentation | 1 | 10 |
| Project | - | - |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 30 |
| Final Exam/Final Jury | 1 | 50 |
| Toplam | 4 | 100 |
| Percentage of Semester Work | 50 |
|---|---|
| Percentage of Final Work | 50 |
| 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 | Has the theoretical background necessary to analyze operational situations encountered during flight. | X | ||||
| 2 | Critically evaluates flight safety, airspace management, and crisis scenarios. | |||||
| 3 | Develops applicable strategic solutions in emergency situations. | |||||
| 4 | Possesses knowledge of flight safety, meteorology, flight planning, and emergency management. | X | ||||
| 5 | Analyzes technical and environmental problems encountered during flight and produces appropriate solutions. | |||||
| 6 | Applies risk management strategies for emergency situations. | |||||
| 7 | Takes responsibility for effective decision-making and conducting safe operations in various flight scenarios. | |||||
| 8 | Has knowledge of task sharing, communication protocols, and team dynamics in flight crews. | |||||
| 9 | Communicates effectively in both written and verbal forms with flight crews. | |||||
| 10 | Collaborates actively within the team and fulfills assigned responsibilities. | |||||
| 11 | Ensures operational safety in multi-crew flights through effective cooperation and communication. | |||||
| 12 | Has knowledge of flight operations management, leadership principles, and crisis management. | |||||
| 13 | Demonstrates leadership in flight planning and operational processes. | |||||
| 14 | Manages teams and uses resources efficiently. | |||||
| 15 | Assumes responsibility for decision-making and guiding flight operations during crises. | |||||
| 16 | Has knowledge of national and international aviation regulations, safety standards, and ethical principles. | |||||
| 17 | Acts in accordance with ethical rules and legal regulations during flight duties. | |||||
| 18 | Complies with safety standards. | |||||
| 19 | Bears responsibility for acting in accordance with ethical principles and regulations in the aviation sector. | |||||
| 20 | Has knowledge of professional development tools and performance evaluation methods. | |||||
| 21 | Evaluates own flight performance and identifies areas for improvement. | |||||
| 22 | Plans personal professional development goals. | |||||
| 23 | Takes responsibility for continuous development with a lifelong learning approach. | |||||
| 24 | Has knowledge of flight simulations, air traffic management, and navigation systems. | |||||
| 25 | Applies learned knowledge in simulator applications and real flight conditions. | |||||
| 26 | Successfully manages crisis scenarios in a simulation environment. | |||||
| 27 | Demonstrates responsibility for operational decision-making by applying skills acquired through simulation-based training. | |||||
| 28 | Has knowledge of commercial flight operations, multi-crew systems, and flight safety procedures. | |||||
| 29 | Carries out duties and assumes operational responsibilities in advanced flight scenarios. | |||||
| 30 | Applies crew coordination and aircraft management processes. | |||||
| 31 | Assumes responsibility for leadership, safety, and management in commercial flight operations. | |||||
| 32 | Acquires an accredited ATPL (Frozen) CPL/IR(A) pilot license with international validity approved by the Directorate General of Civil Aviation (DGCA). | |||||
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 | 14 | 2 | 28 |
| Presentation/Seminar Prepration | 1 | 7 | 7 |
| Project | |||
| Report | |||
| Homework Assignments | 1 | 7 | 7 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 15 | 15 |
| Prepration of Final Exams/Final Jury | 1 | 25 | 25 |
| Total Workload | 130 | ||