ISTANBUL OKAN UNIVERSITY INFORMATION PACKAGE / COURSE CATALOGUE
| Civil Aviation Cabin Services (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 |
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| Course Credits: |
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| Language of instruction: | EN | ||||||||
| Course Requisites: | |||||||||
| Does the Course Require Work Experience?: | No | ||||||||
| Type of course: | Department/Faculty Elective | ||||||||
| Course Level: |
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| 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;
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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) 1.Civil Aviation can take responsibility within the group as an individual while working in the industry. |
Course - Learning Outcome Relationship
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | 1.Civil Aviation can take responsibility within the group as an individual while working in the industry. |
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 | ||