Information Package / Course Catalogue
| Course Code | : HAT256 |
| Course Type | : Area Elective |
| Couse Group | : Short Cycle (Associate's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 2 |
| Prt. | : 0 |
| Credit | : 2 |
| Lab | : 0 |
| ECTS | : 3 |
To give basic information on the management of customer relationships. To ensure that the theoretical and practical knowledge at work enough to implement with success customer relationship management process of students. To bring up individuals in Relationship marketing is the process of educating who have competence in data collection.
Customer Relationship Management (CRM) Introduction, Relational Approach to Marketing, Customer Concept and customer requests and needs, Economic Aspects of Customer Relationship Management, Customer Relationship Management Components, Relationship Types and Ways of Creating Customer Relations, Customer Acquisition and Retention, Customer Complaints Management , Pyramid of Customer Information and Customer Analysis, Customer Value Management, Customer Relationship Management Measurement Approaches
| Ins. Aydan BAŞÇALIŞKAN |
| 1. | To ba able to master Customer Relationship Management process . |
| 2. | To be able to improve knowledge of consumer behavior, customer types, recognition and appropriate approaches |
| 3. | To be able to comprehend the customer retention programs to win, and lost customers |
| 4. | To be able to recognize the process. of customer value management |
| 5. | To be able to recognize the programs of customer loyalty |
| 1. | On sale and Marketing Customer Relationship Management, Odabaşı, Y., İstanbul, 2013. |
| 2. | Magnetic Service - Secrets of Creating Customer Loyalty, Bell, C. R.,- Bell, B., Ankara, 2004. |
| 3. | 101 Way to Customer Satisfaction, Foster, T. R., İstanbul, 2011. |
| 4. | 100 Gold Strategy on Customer-Focused On Sale, Vardar, A., İstanbul, 2003. |
| Type of Assessment | Count | Percent |
|---|---|---|
| Midterm Examination | 1 | %40 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 1 | 2 | 42 |
| Assignment | 1 | 3 | 2 | 5 |
| Midterm Examination | 1 | 12 | 1 | 13 |
| Final Examination | 1 | 14 | 1 | 15 |
| TOTAL WORKLOAD (hours) | 75 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | PÇ-7 | PÇ-8 | PÇ-9 | |
OÇ-1 | 3 | 2 | 3 | 4 | 1 | 3 | 1 | 1 | 2 |
OÇ-2 | 3 | 2 | 3 | 4 | 1 | 3 | 1 | 1 | 2 |
OÇ-3 | 3 | 2 | 3 | 4 | 1 | 3 | 1 | 1 | 2 |
OÇ-4 | 3 | 2 | 3 | 4 | 1 | 3 | 1 | 1 | 2 |
OÇ-5 | 3 | 2 | 3 | 4 | 1 | 3 | 1 | 1 | 2 |