Information Package / Course Catalogue
Customer Relationship Management
Course Code: BSO254
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: 2
Objectives of the Course

The aim of this course is to customer retention, winning, customer relationships, customer-related concepts such as measuring the teach

Course Content

. The process of customer relationship management, customer demands and needs of the customer type and behavior of components of CRM, customer value management, customer satisfaction, satisfaction, and loyalty programs, customer complaints management, CRM and information technology, CRM to critical approach.

Name of Lecturer(s)
Ins. Pınar GAYRET
Learning Outcomes
1.Understanding of the changing marketing in the discovery of the importance of the customer
2.. The process of customer relationship management, customer demands and needs of the customer type and behavior of components of CRM, customer value management, customer satisfaction, satisfaction, and loyalty programs, customer complaints management, CRM and information technology, CRM to critical approach.
3. Having the knowledge to develop appropriate B2C and customer relationship management strategies based on the knowledge of the companies' capacities, customers and general customer behavior in the market
4. To be able to give examples of quantitative techniques to analyze large databases
5. To be able to develop customer relationship management studies for companies by performing customer transactions database
Recommended or Required Reading
Weekly Detailed Course Contents
Week 1 - Theoretical
Customer relationship management (CRM) input
Week 2 - Theoretical
Relationship marketing approach
Week 3 - Theoretical
The concept of the customer and the customer wants and needs
Week 4 - Theoretical
The economic aspect of customer relations
Week 5 - Theoretical
Components of customer relationship management
Week 6 - Theoretical
Relationship types and ways to create customer relationship
Week 7 - Theoretical
Customer acquisition and retention
Week 8 - Theoretical
Customer acquisition and retention
Week 9 - Theoretical
An overview
Week 10 - Theoretical
Customer complaints management
Week 11 - Theoretical
Organizational Problems and Customer Relationship Management
Week 12 - Theoretical
Customer Experience and Service Development
Week 13 - Theoretical
Sales Elements IT for Management and Automation
Week 14 - Theoretical
Reasons for CRM Failure
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%70
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory201428
Midterm Examination101414
Final Examination101414
TOTAL WORKLOAD (hours)56
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
PÇ-7
PÇ-8
OÇ-1
5
4
5
4
5
3
4
5
OÇ-2
4
5
4
5
4
5
4
5
OÇ-3
5
3
5
4
4
3
4
5
OÇ-4
4
5
4
5
5
3
4
5
OÇ-5
5
4
5
4
4
3
4
5
Adnan Menderes University - Information Package / Course Catalogue
2026