ECTS - Customer Relationship Management
Customer Relationship Management (ETP201) Course Detail
| Course Name | Course Code | Season | Lecture Hours | Application Hours | Lab Hours | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| Customer Relationship Management | ETP201 | 3. Semester | 3 | 0 | 0 | 3 | 5 |
| Pre-requisite Course(s) |
|---|
| N/A |
| Course Language | Turkish |
|---|---|
| Course Type | Compulsory Departmental Courses |
| Course Level | Associate (Short Cycle) |
| Mode of Delivery | Face To Face |
| Learning and Teaching Strategies | Lecture, Demonstration, Discussion, Question and Answer. |
| Course Lecturer(s) |
|
| Course Objectives | |
| Course Learning Outcomes |
The students who succeeded in this course;
|
| Course Content | Introducing customer relationship management (CRM), CRM value chain, information technology of CRM, customer portfolio analysis, customer acquisition, customer network creation and management, creating value for customers, managing customer lifetime value, customer loyalty and development, CRM organization. |
Weekly Subjects and Releated Preparation Studies
| Week | Subjects | Preparation |
|---|---|---|
| 1 | Customer Relationship Management (CRM) Introduction | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 2 | CRM Value Chain | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 3 | Information technologies for CRM | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 4 | Customer portfolio analysis | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 5 | Personalising the Customer | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 6 | Creating and managing a customer network | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 7 | Customer and Corporate Communications | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 8 | Midterm Exam | |
| 9 | Value creation for the customer | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 10 | Managing customer lifetime value: customer acquisition | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 11 | Managing customer lifetime value: improving customer loyalty | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 12 | Organisation according to CRM | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 13 | Synopsis: How to develop effective CRM projects | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 14 | Synopsis: How to develop effective CRM projects | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 15 | End of Term Examination Practices | Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
| 16 | Final exam |
Sources
| Course Book | 1. Müşteri İlişkileri Yönetimi, C. Aktepe, M. Baş, M. Tolon, Detay yayıncılık |
|---|
Evaluation System
| Requirements | Number | Percentage of Grade |
|---|---|---|
| Attendance/Participation | - | - |
| Laboratory | - | - |
| Application | - | - |
| Field Work | - | - |
| Special Course Internship | - | - |
| Quizzes/Studio Critics | - | - |
| Homework Assignments | - | - |
| Presentation | - | - |
| Project | - | - |
| Report | - | - |
| Seminar | - | - |
| Midterms Exams/Midterms Jury | 1 | 50 |
| Final Exam/Final Jury | 1 | 50 |
| Toplam | 2 | 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 | Have knowledge about the basic concepts of e-commerce and marketing | X | ||||
| 2 | Demonstrates the ability to actively use his/her knowledge in the field of e-commerce and marketing. | X | ||||
| 3 | Evaluates the dynamics in the field of e-commerce and marketing within the framework of current practices. | X | ||||
| 4 | Analyses the necessary information to follow technological, commercial and socio-cultural developments related to e-commerce and marketing. | X | ||||
| 5 | Solves the problems in the field of e-commerce and marketing with analytical and objective thinking ability. | X | ||||
| 6 | Has the knowledge to communicate effectively in written and oral communication in the field of e-commerce and marketing. | X | ||||
| 7 | Have professional competence with advanced communication skills, vision, ethical values and high ability to adapt to teamwork. | X | ||||
| 8 | Learns the basics of web design. | X | ||||
| 9 | Have detailed knowledge about e-commerce sites, mobile marketing, digital advertising, digital media planning, social media, digital analysis and measurement | X | ||||
| 10 | Have knowledge about data literacy and data management. | X | ||||
| 11 | Have a command of changing communication strategies and technologies and can manage processes | X | ||||
| 12 | Gains the competencies that have developed in line with the expectations of the business world and society and that our university has defined as institutional outputs at the basic level | X | ||||
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 | 2 | 32 |
| Presentation/Seminar Prepration | |||
| Project | |||
| Report | |||
| Homework Assignments | 2 | 10 | 20 |
| Quizzes/Studio Critics | |||
| Prepration of Midterm Exams/Midterm Jury | 1 | 10 | 10 |
| Prepration of Final Exams/Final Jury | 1 | 15 | 15 |
| Total Workload | 125 | ||