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 | 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, 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 | Critical thinking: Analyzing situations and generating effective solutions. | X | ||||
| 2 | Problem solving: Developing practical and innovative solutions to challenges. | |||||
| 3 | Teamwork: Collaborating effectively with teams working in different roles. | |||||
| 4 | Leadership skills: Managing teams and operations by taking initiative. | X | ||||
| 5 | Professional ethics: Adhering to professional standards and ethical values. | |||||
| 6 | Objective: To support students' general competencies and professional development. | |||||
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 | ||