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) |
|---|
| 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, 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 | 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 |
Sources
| 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 | 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 | Gain sufficient knowledge in mathematics, science and computing; be able to use theoretical and applied knowledge in these areas to solve engineering problems related to information systems. | X | ||||
| 2 | To be able to identify, define, formulate and solve complex engineering problems; to be able to select and apply appropriate analysis and modeling methods for this purpose. | |||||
| 3 | Designs a complex system, process, device or product under realistic constraints and conditions to meet specific requirements; applies modern design methods for this purpose. | |||||
| 4 | To be able to develop, select and use modern techniques and tools required for the analysis and solution of complex problems encountered in information systems engineering applications; to be able to use information technologies effectively. | X | ||||
| 5 | Designs and conducts experiments, collects data, analyzes and interprets results to investigate complex engineering problems or research topics specific to the discipline of information systems engineering. | |||||
| 6 | Can work effectively in disciplinary and multidisciplinary teams; can work individually. | |||||
| 7 | a. Communicates effectively both orally and in writing; writes effective reports and understands written reports, prepares design and production reports, makes effective presentations, gives and receives clear and understandable instructions. b. Knows at least one foreign language. | |||||
| 8 | To be aware of the necessity of lifelong learning; to be able to access information, to be able to follow developments in science and technology and to be able to renew himself/herself continuously. | |||||
| 9 | a. Acts in accordance with the principles of ethics, gains awareness of professional and ethical responsibility. b. Gains knowledge about the standards used in information systems engineering applications. | |||||
| 10 | a. Gains knowledge about business life practices such as project management, risk management and change management. b. Gains awareness about entrepreneurship and innovation. c. Gains knowledge about sustainable development. | |||||
| 11 | a. To be able to acquire knowledge about the universal and social effects of information systems engineering applications on health, environment and safety and the problems of the era reflected in the field of engineering. b. Gains awareness of the legal consequences of engineering solutions. | |||||
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 | |||
| Project | 1 | 16 | 16 |
| 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 | ||