Information Package / Course Catalogue
| Course Code | : EF257 |
| Course Type | : Area Elective |
| Couse Group | : First Cycle (Bachelor's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 3 |
| Prt. | : 0 |
| Credit | : 3 |
| Lab | : 0 |
| ECTS | : 5 |
The aim of this course is to introduce to the students the concepts of customer relationship management as a business philosophy and technology.
Making sense of customer relationship management (CRM), the CRM value chain, information technology for CRM, customer portfolio analysis, customer intimacy, creating and managing networks, creating value for customers, managing the customer lifecycle: customer acquisition, customer retention and development, organizing for CRM.
| Prof. Fatma ÇAKIR |
| 1. | Students will analyse the processes of customer relationship management. |
| 2. | Students will analyse the customer relationship management processes feedbacks. |
| 3. | Students will hanve an understanding of the importance of the customer relationship management. |
| 4. | Database-based marketing practices are examined. |
| 5. | Customer relationship types and strategies are defined. |
| 1. | Adrian Payne, HANDBOOK OF CRM: Achieving Excellence in Customer Management, Elsevier, |
| 2. | Don Peppers, Martha Rogers, Managing Customer Relationships: A Strategic Framework, John Wiley & Sons, Inc |
| Type of Assessment | Count | Percent |
|---|---|---|
| Midterm Examination | 1 | %40 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 2 | 3 | 70 |
| Assignment | 4 | 2 | 2 | 16 |
| Individual Work | 10 | 1 | 1 | 20 |
| Midterm Examination | 1 | 8 | 1 | 9 |
| Final Examination | 1 | 9 | 1 | 10 |
| TOTAL WORKLOAD (hours) | 125 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | PÇ-7 | PÇ-8 | PÇ-9 | |
OÇ-1 | 4 | 5 | 4 | 3 | 3 | 4 | 2 | 2 | 5 |
OÇ-2 | 4 | 3 | 3 | 4 | 5 | 5 | 5 | 5 | 4 |
OÇ-3 | 5 | 4 | 4 | 5 | 3 | 4 | 5 | 4 | 4 |
OÇ-4 | 4 | 5 | 5 | 5 | 5 | 5 | 5 | 2 | 4 |
OÇ-5 | |||||||||