COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
UTFB 313CUSTOMER RELATIONSHIP MANAGEMENT3 + 07th Semester5

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective The main objective of this course is to get students to comprehend the meaning, content, features and importance of CRM in terms of employees, customers and managers.
Course Content Customer relations, customer value, customer satisfaction and customer loyalty, analytical and operational CRM, benefits of CRM for businesses, CRM strategies and rules, CRM applications in various businesses, consumer behavior and CRM.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to face

COURSE LEARNING OUTCOMES
1Measure customer satisfaction
2Identify the basic information on CRM in business management

COURSE'S CONTRIBUTION TO PROGRAM
Data not found.

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
Hours for off-the-classroom study (Pre-study, practice)14570
Mid-terms177
Final examination11111
Total Work Load

ECTS Credit of the Course






130

5

COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2020-2021 Fall2MURAT KANTAR

Course Details
Course Code:  UTFB 313 Course Title:  CUSTOMER RELATIONSHIP MANAGEMENT
L+P Hour : 3 + 0   Course Code : 2   Language Of Instruction: English Course Semester :  2020-2021 Fall
Course Coordinator :  RESEARCH ASSISTANT MURAT KANTAR E-Mail:  mkantar@pau.edu.tr Phone Number : 
Course Location İİBF B0121,
Goals : The main objective of this course is to get students to comprehend the meaning, content, features and importance of CRM in terms of employees, customers and managers.
Content : Customer relations, customer value, customer satisfaction and customer loyalty, analytical and operational CRM, benefits of CRM for businesses, CRM strategies and rules, CRM applications in various businesses, consumer behavior and CRM.
Attendance : %80
Topics
WeeksTopics
1 Customer relationship management concept
2 Reasons for the emergence of customer relationship management
3 Objectives and milestones of customer relationship management
4 Customer satisfaction
5 Customer loyalty
6 Customer relationship management and relational marketing
7 Customer relationship management and total quality
8 Customer value
9 Communication in customer relationship management
10 Customer service management in customer relationship management
11 Customer retention and winning process
12 Problems and reasons in customer relationship management
13 Customer relationship measurement
14 Organizational culture and customer relationship management
Materials
Materials are not specified.
Resources
ResourcesResources Language
Buttle, F., & Maklan, S. (2015). Customer Relationship Management: Concepts and Technologies. 3rd Edition. Routledge.English
Peppers, D., & Rogers, M. (2017). Managing Customer Experience and Relationships: A Strategic Framework. 3rd Edition. John Wiley & Sons.English
Kumar, V. & Reinartz, W. (2018). Customer Relationship Management: Concept, Strategy, and Tools. 3rd Edition. SpringerEnglish
Peppers, D., & Rogers, M. (2013). Müşteri İlişkileri Yönetimi. (çev. Pınar Şengözer). Optimist.Türkçe
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
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