Information Package / Course Catalogue
Customer Relationship Management
Course Code: İŞY261
Course Type: Non Departmental Elective
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

To enable the student to communicate with customers according to the goals and strategies of the business and to help classify customers according to their characteristics

Course Content

Understanding today's changing and inquisitive customer profile; In this way, we can develop strategies to retain customers

Name of Lecturer(s)
Learning Outcomes
1.It explains the concept of a customer.
2.It explains how to create a customer profile.
3.Interpretations of identifying customer needs
4.It analyzes customer satisfaction.
5.It explains how to retain customers and increase customer profitability.
Recommended or Required Reading
1.YAVUZ ODABAŞI,Customer Relationship Management in Sales and Marketing,
2.İSMET BARUTÇUGİL,Customer Relations and Sales Management,
3.BAHAR YAŞİN,Customer Relationship Management, Istanbul University Press
4.CUSTOMER RELATIONSHIP MANAGEMENT, PUBLICATION OF ATATÜRK UNIVERSITY OPEN AND DISTANCE LEARNING FACULTY.
Weekly Detailed Course Contents
Week 1 - Theoretical
Fundamentals of Customer Relationship Management
Week 1 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 2 - Theoretical
Definition and Development of Marketing, Production Concept, Product Concept, Sales Concept
Week 2 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 3 - Theoretical
CRM Concept and Basic Philosophy
Week 3 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 4 - Theoretical
Classifying customers,
Week 4 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 5 - Theoretical
Customer Relationship Management Architecture: Operational, Analytical and Collaborative CRM
Week 5 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 6 - Theoretical
Customer-Focused and Customer Value-Based Organizational Structure within the Framework of Customer Relationship Management
Week 6 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 7 - Theoretical
Concept of Relationship, Advantages and Disadvantages of Customer Relationships
Week 7 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 8 - Theoretical
Creating customer value
Week 8 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 9 - Theoretical
Customer Satisfaction, Customer Loyalty and Business Performance
Week 9 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 10 - Theoretical
Measuring customer satisfaction and Customer Lifetime Value
Week 10 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 11 - Theoretical
Interpret information about traditional consumer and online consumer behavior
Week 11 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 12 - Theoretical
Customer lifecycle process: customer identification, customer Selection, customer acquisition, customer retention and growth.
Week 12 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 13 - Theoretical
Data Mining in Customer Relationship Management
Week 13 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Week 14 - Theoretical
Management of customer complaints
Week 14 - Preparation Work
Reading the relevant week's topic from course materials and conducting a literature review.
Assessment Methods and Criteria
Type of AssessmentCountPercent
Assignment1%5
Quiz1%5
Midterm Examination1%30
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140235
Assignment1101
Quiz1202
Midterm Examination1505
Final Examination1718
TOTAL WORKLOAD (hours)51
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
OÇ-1
3
3
2
1
2
2
OÇ-2
3
1
3
3
2
2
3
OÇ-3
3
1
3
3
2
3
4
OÇ-4
4
1
4
3
2
3
5
OÇ-5
4
1
4
4
2
3
5
Adnan Menderes University - Information Package / Course Catalogue
2026