PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
PAZR 213	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	3rd Semester	4

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Elective
Course Objective	The student, according to the business goals and strategies to communicate with clients and customers that can help according to their classification, according to the characteristics of online shopping system, online consumer behavior, according to the frequency method and the traditional consumer purchasing behavior of customers yorumlayabilmesini, import and export according to the rules an appointment, the appointment to edit and watch the customer according to the technique ağırlayabilmesini hospitality, customer retention programs, customer value and customer satisfaction measurement techniques to create a measure to help ensure customer satisfaction according to
Course Content	Customers can communicate with To assist the classification of customers Interpret the information related to online consumer behavior The traditional interpretation of the information about consumer behavior Regulate and monitor the Event entertain customers To contribute to creating customer value To contribute to the measurement of customer satisfaction To contribute to the management of customer complaints
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	knowing the customer
2	Customer to make an appointment and acceptance program
3	Increase customer satisfaction

COURSE'S CONTRIBUTION TO PROGRAM

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	2	28
Hours for off-the-classroom study (Pre-study, practice)	14	1	14
Assignments	11	2	22
Mid-terms	1	15	15
Final examination	1	25	25
Total Work Load ECTS Credit of the Course			104 4

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
PAZR 213	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	1	Turkish	2019-2020 Fall

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer İBRAHİM ERSİN TURGUT	ieturgut@pau.edu.tr		BUMYO A0101 BUMYO A0202	%

Goals		The student, according to the business goals and strategies to communicate with clients and customers that can help according to their classification, according to the characteristics of online shopping system, online consumer behavior, according to the frequency method and the traditional consumer purchasing behavior of customers yorumlayabilmesini, import and export according to the rules an appointment, the appointment to edit and watch the customer according to the technique ağırlayabilmesini hospitality, customer retention programs, customer value and customer satisfaction measurement techniques to create a measure to help ensure customer satisfaction according to
Content		Customers can communicate with To assist the classification of customers Interpret the information related to online consumer behavior The traditional interpretation of the information about consumer behavior Regulate and monitor the Event entertain customers To contribute to creating customer value To contribute to the measurement of customer satisfaction To contribute to the management of customer complaints

Topics

Materials

Materials are not specified.

Resources

Resources	Resources Language
müşteri ilişkileri yönetimi- Yavuz Odabaşı	Türkçe
müşteri ilişkileri yönetimi- Yavuz Odabaşı	Türkçe

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	50	Final Exam
Midterm Exam	50	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student