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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
BYA 217CUSTOMER RELATIONSHIP MANAGEMENT2 + 04th Semester3

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Elective
Course Objective With this course, students will gain competencies in managing customer relationships.
Course Content Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Create customer value Customer satisfaction Customer complaints
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1knowing the customer
2Increase customer satisfaction

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13PO 14
LO 001  5  5 5      
LO 002  5  5 5     4
Sub Total  10  10 10     4
Contribution00500505000002

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)14228
Mid-terms11111
Final examination11111
Total Work Load

ECTS Credit of the Course






78

3
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2022-2023 Spring1FİLİZ GÜLSEVİN ERSÖZ
Details 2020-2021 Spring1FİLİZ GÜLSEVİN ERSÖZ
Details 2019-2020 Spring1FİLİZ GÜLSEVİN ERSÖZ
Details 2018-2019 Spring1FİLİZ GÜLSEVİN ERSÖZ
Details 2016-2017 Spring1İLKNUR ÖZDEMİR
Details 2015-2016 Spring1AYŞE GENÇ
Details 2014-2015 Spring1İKBAL VURUCU


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
BYA 217 CUSTOMER RELATIONSHIP MANAGEMENT 2 + 0 1 Turkish 2022-2023 Spring
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer FİLİZ GÜLSEVİN ERSÖZ fersoz@pau.edu.tr ACMYO A0006 %70
Goals With this course, students will gain competencies in managing customer relationships.
Content Customers can communicate with classify customers Online consumer behavior Traditional consumer behavior Event and entertainment Create customer value Customer satisfaction Customer complaints
Topics
WeeksTopics
1 Relationship marketing and customer relationship management
2 Customer and Customer relation
3 The importance of customer relations for the company
4 Relationships and customer relationship stages
5 Structure and properties of Customer Relationship Management
6 Fundamentals of Customer Relationship Management and Relationship Marketing
7 Customer relationship management reasons for failure of investment
8 Customer relationship management projects and technology
9 midterm
10 CRM and Project Management and Process
11 CRM with Example Applications in Retailing
12 Customer relationship management reasons for failure of investment
13 Customer Lifetime Value Analysis
14 The Future of Customer Relationship Management
Materials
Materials are not specified.
Resources
ResourcesResources Language
Yavuz Odabaşı, Müşteri İlişkileri Yönetimi, Sistem YayıncılıkTürkçe
Abdurrahman Bozgeyik, Müşteri İlişkileri YöentimiTürkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes