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 | Technical 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 | |
|---|---|
| Major Area Courses | X |
| 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 | Obtains the ability to identify, define, formulate, and solve problems in the field of aviation management, and to select and apply appropriate analytical and modeling techniques for this purpose. | |||||
| 2 | Acquires sufficient knowledge in Business Administration, Management, and Aviation Management, and obtains the ability to apply both theoretical and practical knowledge from these fields to identify and solve problems encountered in air transportation management. | X | ||||
| 3 | Acquires the ability to design a complex system or process related to aviation management in such a way that it meets specific requirements under realistic constraints and conditions; and acquires the ability to apply modern design methods for this purpose. Realistic constraints and conditions include factors such as economic considerations, environmental issues, sustainability, manufacturability, ethics, health, safety, and social and political factors, depending on the nature of the design. | X | ||||
| 4 | Acquires the ability to develop, select, and utilize modern techniques and tools required for applications in aviation management; and obtains the ability to effectively use information technologies. | X | ||||
| 5 | Acquires the ability to design experiments, conduct experiments, collect data, and analyze and interpret results for the investigation of problems in aviation management. | X | ||||
| 6 | The ability to work effectively in the disciplinary and multi-disciplinary teams; individual study skills. | |||||
| 7 | Gains the ability to communicate effectively in English, both orally and in writing; and possesses knowledge of at least one foreign language at a minimum of B1 General Level of the Common European Framework of Reference for Languages (CEFR), enabling them to follow developments in their field and share knowledge with others. | X | ||||
| 8 | Develops an awareness of the necessity of lifelong learning; and gains the ability to access information, follow developments in science and technology, and continuously improve oneself. | X | ||||
| 9 | Acquires knowledge about professional practices such as project management, risk management, and change management; and develops awareness of entrepreneurship, innovation, and sustainable development. | |||||
| 10 | Acquires knowledge about the universal and societal impacts of aviation management practices on health, environment, and safety, and develops awareness of the legal consequences of the practices to be implemented. | X | ||||
| 11 | Becomes aware of the impact of management practices and workplace operations in aviation management businesses on employees' health, the environment, and occupational safety, and develops awareness of the legal consequences of practices in these areas. | X | ||||
| 12 | Acquires an awareness of professional and ethical responsibility. | |||||
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 | ||