Information Package / Course Catalogue
Customer Relationship Management
Course Code: PZL205
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: 4
Objectives of the Course

For keeping customers firms must improve the strategies that understand the customer needs

Course Content

Changing customer pofile and customer relationship levels, Key of the succesful customer relationship- Model of keeping customers, Elements of influences customer relationship, Beginning steps to CRM

Name of Lecturer(s)
Learning Outcomes
1.To be able to know customer.
2.To be able to organize customer appointment programme.
3.To be able to contrubite to set customer relations levels.
4. To be able to understand the factors that affect customer relations
5.To be able to contrubite to apply customer relations management projects.
Recommended or Required Reading
1.Strategy and One-to-one Marketing, Arman Kırım, İstanbul: Sistem Yayıncılık
2.CRM in Selling and Marketing, Yavuz Odabaşı, İstanbul: Sistem Yayıncılık, 6. Baskı, 2009
Weekly Detailed Course Contents
Week 1 - Theoretical
What forced the firms apply CRM?- Transition from 4P to 4C
Week 1 - Preparation Work
Instruction book
Week 2 - Preparation Work
Instruction book
Week 3 - Theoretical
Changing customer pofile and customer relationship levels
Week 3 - Preparation Work
Instruction book
Week 4 - Theoretical
Benefits of customer relationship
Week 4 - Preparation Work
Instruction book
Week 5 - Theoretical
Elements of influences customer relationship
Week 5 - Preparation Work
Instruction book
Week 6 - Theoretical
Key of the succesful customer relationship- Model of keeping customers
Week 6 - Preparation Work
Instruction book
Week 7 - Theoretical
What is CRM (Customer Relationship Management)? Concepts of CRM
Week 7 - Preparation Work
Instruction book
Week 8 - Preparation Work
Instruction book
Week 8 - Intermediate Exam
Mid term Exam
Week 9 - Theoretical
Beginning steps to CRM
Week 9 - Preparation Work
Instruction book
Week 10 - Preparation Work
Instruction book
Week 11 - Theoretical
Goals of CRM, Progresses of CRM and helping the marketing activities
Week 11 - Preparation Work
Instruction book
Week 12 - Theoretical
Opportunities that creates CRM, Benefits of CRM
Week 12 - Preparation Work
Instruction book
Week 13 - Theoretical
Special features of succesful CRM projects
Week 13 - Preparation Work
Instruction book
Week 14 - Theoretical
CRM and 5 basic difficulties
Week 14 - Preparation Work
Instruction book
Week 15 - Theoretical
Cause of CRM projects failure
Week 15 - Preparation Work
Instruction book
Week 16 - Preparation Work
Instruction book
Week 16 - Final Exam
Final Exam
Week 17 - Preparation Work
Instruction book
Week 17 - Final Exam
Final Exam
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment27014
Reading142028
Midterm Examination114115
Final Examination114115
TOTAL WORKLOAD (hours)100
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
PÇ-7
PÇ-8
PÇ-9
PÇ-10
PÇ-11
PÇ-12
PÇ-13
PÇ-14
PÇ-15
OÇ-1
3
3
1
4
3
1
1
4
1
1
4
3
1
3
1
OÇ-2
4
4
3
4
1
1
1
5
4
4
4
3
1
3
1
OÇ-3
3
4
1
4
3
1
1
4
1
5
3
3
1
3
1
OÇ-4
4
4
1
5
1
1
1
5
3
4
3
3
1
3
1
OÇ-5
3
4
1
5
1
1
1
4
4
4
3
3
1
3
1
Adnan Menderes University - Information Package / Course Catalogue