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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
BYS 247CUSTOMER RELATIONSHIP MANAGEMENT2 + 03rd Semester2

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Compulsory
Course Objective Learning the concepts about holding customers, gaining new customers, Measurement of customer relationship
Course Content Improving customer relationship and customer services-Keeping and gaining customer, communication with customers- Measurement of customer relationship - Organizational culture and changing.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1Controls the process of customer relationship management.
2Comprehends the ways of holding customers in hand and to gain new customers.
3Learns customer value management process.
4Learns customer loyalty programmes.
5Learns and chooses information technologies that compatiable with customer relation process.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13PO 14
LO 001 24  52      5
LO 002 21  544 4   5
LO 003 21  31       
LO 004 21  31       
LO 0052  2 3 2 2 5 3
Sub Total2872 1986 6 5 13
Contribution02100421010103

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14228
Hours for off-the-classroom study (Pre-study, practice)248
Mid-terms248
Final examination248
Total Work Load

ECTS Credit of the Course






52

2
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2020-2021 Fall1İSMAİL ÇELİKAK


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
BYS 247 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2020-2021 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer İSMAİL ÇELİKAK icelikak@pau.edu.tr BEMYO E0003 %70
Goals Learning the concepts about holding customers, gaining new customers, Measurement of customer relationship
Content Improving customer relationship and customer services-Keeping and gaining customer, communication with customers- Measurement of customer relationship - Organizational culture and changing.
Topics
WeeksTopics
1 Telling the content of the lesson
2 Customer and customer relationship concepts,their importance
3 Customer loyalty, customer involvement
4 Relationship Marketing
5 Differences between Relationship Marketing and Traditional Marketing
6 Total Quality Management
7 Customer Value and How to create customer value
8 Communication with the customer and its dimension
9 Communication with the customer and its dimension
10 Planning the Customer Relationship and its Implementation Process
11 Organization Culture and Customer Relations
12 Customer Relationship Management Implementations
13 Problems that firms are facing during Customer Relations and their solutions
14 Problems that firms are facing during Customer Relations and their solutions
Materials
Materials are not specified.
Resources
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam50Final Exam
Midterm Exam50Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes