Information Package / Course Catalogue
Customer Relationship Management
Course Code: BYY115
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: 4
Objectives of the Course

The course aims to provide students with theoretical and practical knowledge that will enable them to be successful in the future positions in service departments of enterprises producing goods in service producing enterprises.

Course Content

These derste students are aimed to examine and evaluate the applications in the sector in line with the information they provide, in the service sector, in the service sector, to provide the theoretical background about customer service management, increasing customer satisfaction, providing customer loyalty.

Name of Lecturer(s)
Learning Outcomes
1.They will gain knowledge of the structure, processes, and customer service management of the service industry.
2.They gain knowledge about customer behavior in the service industry.
3.They gain the ability to categorize the necessary activities for measuring and improving customer satisfaction.
4.They will gain knowledge about new approaches to Customer Relationship Management.
5.They will gain knowledge about improving service quality in Customer Relationship Management.
Recommended or Required Reading
1. CUSTOMER RELATIONS MANAGEMENT Basic Concepts and Practices, Beyza Gültekin - Üzeyir Kement, Nobel Publisher.
Weekly Detailed Course Contents
Week 1 - Theoretical
Service industry
Week 2 - Theoretical
Customer Relationship Management
Week 3 - Theoretical
New Approaches to CRM
Week 4 - Theoretical
Consumer Behavior in the Retail Industry
Week 5 - Theoretical
Shaping the Retail Environment
Week 6 - Theoretical
Management of Customer Complaints
Week 7 - Theoretical
Customer Feedback
Week 8 - Theoretical
Customer Feedback, (Midterm exam evaluation)
Week 9 - Theoretical
Establishment and Management of Customer Data Base
Week 10 - Theoretical
Storage of data
Week 11 - Theoretical
The transformation data to information
Week 12 - Theoretical
The human resources for CRM
Week 13 - Theoretical
Customer Satisfaction
Week 14 - Theoretical
Measurement and Improvement of Quality of Service
Assessment Methods and Criteria
Type of AssessmentCountPercent
Assignment1%10
Quiz1%10
Midterm Examination1%20
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment150230
Term Project50630
Midterm Examination1516
Final Examination1516
TOTAL WORKLOAD (hours)100
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
PÇ-12
PÇ-13
OÇ-1
5
3
4
2
2
2
2
1
1
2
2
2
OÇ-2
5
3
3
1
3
2
1
1
1
2
2
2
OÇ-3
5
5
4
2
3
3
1
1
1
2
2
2
OÇ-4
5
3
4
3
3
3
1
1
1
2
2
2
OÇ-5
5
4
5
4
4
4
1
1
1
2
2
2
Adnan Menderes University - Information Package / Course Catalogue
2026