FOREIGN TRADE(ENGLISH)
Associate	TR-NQF-HE: Level 5	QF-EHEA: Short Cycle	EQF-LLL: Level 5

General course introduction information

Course Code:

MFTR216

Course Name:

Introduction to Customer Relationships Management

Course Semester:

Fall

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	5

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Department/Faculty Elective

Course Level:

Associate

TR-NQF-HE:5. Master`s Degree

QF-EHEA:Short Cycle

EQF-LLL:5. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

Öğr.Gör. MÜRÜVVET AKAR

Course Lecturer(s):

Course Assistants:

Course Objective and Content

Course Objectives:	The aim of this course is to explain students the fundamental principles and concepts of customer relationship management. Upon successful completion of this class, students will have knowledge of CRM and CRM applications,
Course Content:	CRM and CRM applications, benefits of CRM, managing customer interactions, customer data integration and requirements, CRM systems and sales force automation applications, the importance of ethics and privacy in CRM

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) • Understand the purpose and benefits of CRM
2) • Explain how CRM fits into overall marketing strategy
2 - Skills
Cognitive - Practical
1) • Explain CRM integration with marketing automation
3 - Competences
Communication and Social Competence
Learning Competence
Field Specific Competence
Competence to Work Independently and Take Responsibility

Lesson Plan

Week	Subject	Related Preparation
1)	• Introduction to customer relationship management	lecture notes
2)	• History and development of CRM	lecture notes
3)	• Relationship between marketing and CRM	lecture notes
4)	• Organization and CRM	lecture notes
5)	• CRM and data management	lecture notes
6)	• Technology and data platforms	lecture notes
7)	• Database and customer data development	lecture notes
8)	Midterm	lecture notes
9)	• Sales strategy and CRM	lecture notes
10)	• CRM technology and sales	lecture notes
11)	• Marketing strategy and CRM	lecture notes
12)	• CRM, marketing automation, and communication	lecture notes
13)	• CRM program measurement and tools	lecture notes
14)	• Privacy and ethics considerations and future of CRM	lecture notes
15)	final exam	lecture notes

Sources

Course Notes / Textbooks:	Okuma materyali, ödev fotokopileri ile birlikte haftalık olarak verilecektir. Reading material will be given on weekly basis together with the assignment sheets
References:	Roger Joseph Baran, Robert J. Galka, Daniel P. Strunk (2011). Principles of Customer Relationship Management, Cengage Learning.

Course-Program Learning Outcome Relationship

Learning Outcomes	1	2	3
Program Outcomes
1) Being knowledgeable in the field of foreign trade and knowing the various documents used
2) Having basic knowledge about export and customs legislation
3) Having the knowledge of associating foreign trade with logistics management
4) To have knowledge about international trade organizations and European Union
5) To have knowledge of foreign trade financing
6) To have the practice of researching and reporting information with graduation Project
7) Being conscious about Atatürk Principles and having knowledge about History of Turkish Revolution
8) To have basic knowledge in business administration and vision of international business
9) To have knowledge about basic methods used in financial accounting
10) Having effective communication skills in oral and written
11) Use at least one foreign language as scientific language

Course - Learning Outcome Relationship

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Being knowledgeable in the field of foreign trade and knowing the various documents used	2
2)	Having basic knowledge about export and customs legislation	3
3)	Having the knowledge of associating foreign trade with logistics management	1
4)	To have knowledge about international trade organizations and European Union	3
5)	To have knowledge of foreign trade financing	3
6)	To have the practice of researching and reporting information with graduation Project	3
7)	Being conscious about Atatürk Principles and having knowledge about History of Turkish Revolution	2
8)	To have basic knowledge in business administration and vision of international business	2
9)	To have knowledge about basic methods used in financial accounting	2
10)	Having effective communication skills in oral and written	1
11)	Use at least one foreign language as scientific language	1

Learning Activity and Teaching Methods

Expression
Brainstorming/ Six tihnking hats
Seminar
Q&A / Discussion

Assessment & Grading Methods and Criteria

Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing)
Presentation

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Seminar	1	% 30
Midterms	1	% 30
Final	1	% 40
total		% 100
PERCENTAGE OF SEMESTER WORK		% 60
PERCENTAGE OF FINAL WORK		% 40
total		% 100

Workload and ECTS Credit Grading

Activities	Number of Activities	Duration (Hours)	Workload
Course Hours	1	3	3
Presentations / Seminar	1	1	1
Midterms	1	1	1
Final	1	1	1
Total Workload			6