>
Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
---|---|---|---|---|---|---|
Customer Relations Management | HIT208 | Elective | Bachelor's degree | 2 | Spring | 4 |
Associate Prof. Dr. Nihal TAŞOĞLU
1) Recognizes the term of “customer-centered”
2) Comprehends the importance of customer satisfaction.
3) Defines customer loyalty term.
4) Recognizes databases
5) Recognizes relationship marketing
Program Competencies | ||||||||||
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | ||
Learning Outcomes | ||||||||||
1 | Middle | Middle | High | High | Middle | High | Middle | High | Middle | |
2 | Middle | High | Middle | High | Middle | High | Middle | High | High | |
3 | Middle | High | Middle | High | High | Middle | High | Middle | High | |
4 | Middle | High | Middle | High | Middle | High | Middle | High | Middle | |
5 | Middle | High | Middle | High | Middle | High | High | Middle | Middle |
Face to Face
None
Direct Sales and Communication
• In this course customer and consumer consept, internal and external customer, relationship marketing, database marketing, customer value, customer satisfaction, customer loyalty, data mining issues will be examined.
1- Payne, Adrian. (2005). Handbook of CRM. Oxford: Butterworth-Heinemann
Kotler, Philip. (2004). Soru ve Cevaplarla Günümüzde Pazarlamanın Temelleri. İstanbul: Optimist Yay.
Odabaşı, Yavuz. (2007). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi. İstanbul: Sistem Yay.
Baş, Mehmet, Tolon, Metehan, Aktepe, Cemalettin. (2015). Müşteri İlişkileri Yönetimi. Ankara: Detay Yayıncılık
1) Lecture
2) Question-Answer
3) Discussion
4) Role Playing
5) Group Study
6) Brain Storming
7) Case Study
8) Lab / Workshop
9) Self Study
10) Problem Solving
Contribution of Midterm Examination to Course Grade |
30% |
---|---|
Contribution of Final Examination to Course Grade |
70% |
Total |
100% |
Turkish
Not Required