Information Package / Course Catalogue
Customer Relationship Management
Course Code: HIT216
Course Type: Required
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 2
Prt.: 0
Credit: 2
Lab: 0
ECTS: 2
Objectives of the Course

Dominated by the concept of customer relationship management, customer requests and needs to recognize, implement the process of customer relationship management, customer value management and customer classification knows, that the concepts of customer acquisition-retention, the dominant phenomenon of customer loyalty, customer complaints management, can choose the appropriate information technology for the application process, in data collection process is to educate individuals with relationship marketing competence.

Course Content

In general, the following information will be given: 1.To introduction Customer Relationship Management 2. Customer Relations Economic Aspects

Name of Lecturer(s)
Learning Outcomes
1.Knowledge of consumer behavior, recognition customer types, and to develop appropriate approaches
2.To understand the customer retention programs to win, and lost customers
Recommended or Required Reading
1.Lecturer's Notes
Weekly Detailed Course Contents
Week 1 - Theoretical
To introduction Customer Relationship Management
Week 2 - Theoretical
Relationship Marketing Approach
Week 3 - Theoretical
Customer Concept and Customer needs and demands
Week 4 - Theoretical
Customer relations Economic Direction
Week 5 - Theoretical
CRM Components
Week 6 - Theoretical
Ways to Build Customer Relationships and Relationship Types
Week 7 - Theoretical
Customer Acquisition and Retention
Week 8 - Intermediate Exam
Mid-term
Week 9 - Theoretical
Analysis of Customer Information and Customer Pyramid Analysis
Week 10 - Theoretical
Customer Value Management
Week 11 - Theoretical
CRM Measurement Approaches
Week 12 - Theoretical
Technology and Systems Evaluation of CRM
Week 13 - Theoretical
Reasons for CRM Failure
Week 14 - Theoretical
Criticism of the Customer Relationship Management and Future of Customer Relationship Management
Week 15 - Theoretical
Criticism of the Customer Relationship Management and Future of Customer Relationship Management
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Midterm Examination1516
Final Examination110111
TOTAL WORKLOAD (hours)45
Contribution of Learning Outcomes to Programme Outcomes
OÇ-1
OÇ-2
Adnan Menderes University - Information Package / Course Catalogue