Information Package / Course Catalogue
| Course Code | : HIT005 |
| Course Type | : Area Elective |
| Couse Group | : Short Cycle (Associate's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 2 |
| Prt. | : 1 |
| Credit | : 3 |
| Lab | : 0 |
| ECTS | : 3 |
The aim of this course is to enable students to understand the concept of customer relationship management (CRM), the processes of building customer satisfaction and loyalty, digital customer relationship applications, and customer experience management; and to acquire the skills to plan, execute, and evaluate customer relationship processes practically from a public relations and communication perspective.
Basic concepts of customer relationship management, customer focus, customer behavior, customer satisfaction and loyalty, complaint management, call center applications, digital customer relationship management, social media customer service, CRM software, database management, customer experience design, the connections between public relations and customer relations, case studies and applied customer relationship management exercises.
| 1. | 1. Explains the basic concepts and objectives of customer relationship management. |
| 2. | 2. Analyzes customer expectations and needs. |
| 3. | 3. Develops strategies to create customer satisfaction and loyalty. |
| 4. | 4. Explains the basic operation and application areas of CRM systems. |
| 5. | 5. Manages customer communication on social media and online platforms. |
| 6. | 6. Implements customer relationship management practices in accordance with professional ethical principles. |
| 1. | Odabaşı, Y. (Prof. Dr.) • Customer Relationship Management (CRM) • Aura Publications, Istanbul. |
| 2. | Demirel, Y. (Prof. Dr.) • Customer Relationship Management: Theory-Practice-Measurement • Seçkin Publishing, Ankara. |
| 3. | Varinli, İ. (Prof. Dr.) • Current Approaches in Marketing and Customer Relationship Management • Detay Publishing. |
| Type of Assessment | Count | Percent |
|---|---|---|
| Assignment | 1 | %5 |
| Term Assignment | 1 | %5 |
| Midterm Examination | 1 | %30 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 1 | 2 | 42 |
| Lecture - Practice | 14 | 1 | 1 | 28 |
| Assignment | 3 | 1 | 1 | 6 |
| Midterm Examination | 1 | 0 | 1 | 1 |
| Final Examination | 1 | 0 | 1 | 1 |
| TOTAL WORKLOAD (hours) | 78 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | |
OÇ-1 | 5 | 2 | 2 | 1 | 1 | 3 |
OÇ-2 | 4 | 3 | 4 | 1 | 3 | 3 |
OÇ-3 | 4 | 3 | 5 | 2 | 5 | 4 |
OÇ-4 | 5 | 3 | 3 | 1 | 3 | 2 |
OÇ-5 | 3 | 5 | 4 | 3 | 4 | 4 |
OÇ-6 | 3 | 3 | 3 | 1 | 3 | 5 |