PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
MVU 217	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	3rd Semester	3

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	Communicate with customers, clients, classify, online consumer behavior, traditional consumer behavior, Event and entertainment to create customer value, customer satisfaction, customer complaints.
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.

COURSE LEARNING OUTCOMES

1	Customer relationship management application that uses the self develops and experiences.

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
Assignments	2	7	14
Mid-terms	1	10	10
Final examination	1	10	10
Presentation / Seminar Preparation	1	8	8
Report / Project	1	8	8
Total Work Load ECTS Credit of the Course			78 3

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester	Mode of Delivery
MVU 217	CUSTOMER RELATIONSHIP MANAGEMENT	2 + 0	1	Turkish	2023-2024 Fall	Face to Face

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer BEKİR AKYÜREK	bakyurek@pau.edu.tr		KMYO A0104	%70

Goals		With this course, students will gain competencies in managing customer relationships.
Content		Communicate with customers, clients, classify, online consumer behavior, traditional consumer behavior, Event and entertainment to create customer value, customer satisfaction, customer complaints.

Topics

Weeks	Topics
1	Customer Relationship Management
2	Customer satisfaction
3	Customer loyalty
4	customer relations and relationship marketing
5	customer value
6	In the process of customer relationship management communication
7	customer relationship management, customer service
8	customer relationship management and technology
9	measurement of customer relationships
10	organizational culture and change
11	Cultural change and customer relationship management
12	brand value and customer relationship method
13	Examples of customer relationship management
14	Examples of customer relationship management

Materials

Materials are not specified.

Resources

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	60	Final Exam
Midterm Exam	40	Midterm Exam

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

Prospective Student