Information Package / Course Catalogue
Customer Relationship Management
Course Code: İPZ205
Course Type: Required
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: Students must have to complete their internship within the required time and properties. The required rules are describes at the Adnan Menderes University, Sultanhisar Vocational School, Student Internship Instructions.
Theory: 2
Prt.: 0
Credit: 2
Lab: 0
ECTS: 2
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)
Ins. Alper Turan DEVLİ
Learning Outcomes
1.To know customer
2.To organize customer appointment programme
3.To contrubite to set customer relations levels
4.Understanding the factors that affect customer relations
5.To contrubite to apply customer relations management projects
Recommended or Required Reading
1.Arman Kırım, Strateji ve Birebir Pazarlama CRM, İstanbul: Sistem Yayıncılık
2. Yavuz Odabaşı, Satışta ve Pazarlamada Müşteri ilişkileri Yönetimi, 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
Examination of course materials
Week 2 - Preparation Work
Examination of course materials
Week 3 - Theoretical
Changing customer pofile and customer relationship levels
Week 3 - Preparation Work
Examination of course materials
Week 4 - Theoretical
Benefits of customer relationship
Week 4 - Preparation Work
Examination of course materials
Week 5 - Theoretical
Elements of influences customer relationship
Week 5 - Preparation Work
Examination of course materials
Week 6 - Theoretical
Key of the succesful customer relationship- Model of keeping customers
Week 6 - Preparation Work
Examination of course materials
Week 7 - Theoretical
What is CRM (Customer Relationship Management)? Concepts of CRM
Week 7 - Preparation Work
Examination of course materials
Week 8 - Preparation Work
Preparation for midterm exam
Week 8 - Intermediate Exam
Midterm
Week 9 - Theoretical
Beginning steps to CRM
Week 9 - Preparation Work
Examination of course materials
Week 10 - Preparation Work
Examination of course materials
Week 11 - Theoretical
Goals of CRM, Progresses of CRM and helping the marketing activities
Week 11 - Preparation Work
Examination of course materials
Week 12 - Theoretical
Opportunities that creates CRM, Benefits of CRM
Week 12 - Preparation Work
Examination of course materials
Week 13 - Theoretical
Special features of succesful CRM projects
Week 13 - Preparation Work
Examination of course materials
Week 14 - Theoretical
CRM and 5 basic difficulties
Week 14 - Preparation Work
Examination of course materials
Week 15 - Theoretical
Cause of CRM projects failure
Week 15 - Preparation Work
Examination of course materials
Week 16 - Preparation Work
Preparation for final exam
Week 16 - 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
Midterm Examination1718
Final Examination113114
TOTAL WORKLOAD (hours)50
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
OÇ-1
3
3
3
OÇ-2
3
3
3
OÇ-3
3
3
3
OÇ-4
3
3
3
OÇ-5
3
3
3
Adnan Menderes University - Information Package / Course Catalogue