PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
UTFB 313	CUSTOMER RELATIONSHIP MANAGEMENT	3 + 0	4th Semester	5

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

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

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13	PO 14	PO 15
LO 001	5			2				4			3		5
Sub Total	5			2				4			3		5
Contribution	3	0	0	1	0	0	0	2	0	0	2	0	3	0	0

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	3	42
Hours for off-the-classroom study (Pre-study, practice)	13	3	39
Mid-terms	1	24	24
Final examination	1	25	25
Total Work Load ECTS Credit of the Course			130 5

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
UTFB 313	CUSTOMER RELATIONSHIP MANAGEMENT	3 + 0	2	Turkish	2023-2024 Spring

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer EMEL SARITAŞ	emels@pau.edu.tr		TUR A0407	%80

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.

Topics

Weeks	Topics
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

Resources	Resources Language
müşteri ilişkileri yönetimi celalalettin aktepe mehmet baş metehan tolon	Türkçe
satış ve pazarlamada müşteri ilişkileri yönetimi yavuz odabaşı	Türkçe
sürdürülebilir rekabette müşteri ilişkileri yönetimi ahmet göksel füsun kocabaş pelin baytekin	Türkçe

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