Information Package / Course Catalogue
Customer Relationship Management
Course Code: TRZM240
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

Informing the students about customer relationship management

Course Content

Customer relationship management, importance of CRM for companies, relation between company and customer

Name of Lecturer(s)
Learning Outcomes
1.Evaluating CRM systems
2.Evaluating CRM process
3.Apprehending usage of CRM systems
4.To ensure customer satisfaction
5.To learn customer loyalty
Recommended or Required Reading
Weekly Detailed Course Contents
Week 1 - Theoretical
Definition and difference of customer and consumer
Week 2 - Theoretical
Customer Pleasure
Week 3 - Theoretical
Customer Satisfaction
Week 4 - Theoretical
Customer Loyalty
Week 5 - Theoretical
Levels of customer loyalty
Week 6 - Theoretical
Relationship management
Week 7 - Theoretical
Definition and content of Customer Relationship Management
Week 8 - Intermediate Exam
Mid term exam
Week 9 - Theoretical
Process of customer relationship management
Week 10 - Theoretical
Complaint management
Week 11 - Theoretical
Definition and content of customer services
Week 12 - Theoretical
Customer relationship management and technology
Week 13 - Theoretical
Customer relationship management and social media
Week 14 - Theoretical
Gauging customer relationship
Week 15 - Theoretical
Composing data base in customer relationship management
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Midterm Examination110111
Final Examination110111
TOTAL WORKLOAD (hours)50
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
OÇ-1
5
OÇ-2
OÇ-3
OÇ-4
OÇ-5
Adnan Menderes University - Information Package / Course Catalogue