Public Relations And Advertising | |||||
Associate | TR-NQF-HE: Level 5 | QF-EHEA: Short Cycle | EQF-LLL: Level 5 |
Course Code: | MHIT126 | ||||||||
Course Name: | Customer Relationship Management | ||||||||
Course Semester: | Spring | ||||||||
Course Credits: |
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Language of instruction: | TR | ||||||||
Course Requisites: | |||||||||
Does the Course Require Work Experience?: | No | ||||||||
Type of course: | Compulsory | ||||||||
Course Level: |
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Mode of Delivery: | Face to face | ||||||||
Course Coordinator : | Öğr.Gör. ARZU KARAKURT KARABULUT | ||||||||
Course Lecturer(s): |
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Course Assistants: |
Course Objectives: | PROVIDING STUDENTS 'LEARNING CUSTOMER RELATIONS IN BUSINESSES FROM THE PURPOSES OF MARKETING, SALES AND TARGET MASSES IN TERMS OF Establishing LONG-TERM HEALTHY RELATIONS. |
Course Content: | Know the importance of the concept of customer relations management KNOW HEALTHY COMMUNICATION WITH CUSTOMERS Customer CAN DESIGN WRITING AND HANDLING WORKS. Customer can manage their COMPLAINTS. |
The students who have succeeded in this course;
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Week | Subject | Related Preparation |
1) | Communicating with customers | |
2) | Communicating with Customers-2 | |
3) | Help to classify customers -1 | |
4) | Help to classify customers -2 | |
5) | Interpret information related to online consumer behavior -1 | |
6) | Interpret information related to online consumer behavior -2 | |
7) | Interpret information about traditional consumer behavior -1 | |
8) | Interpreting information on traditional consumer behavior -2 | |
9) | Organize and track appointments -1 | |
10) | Welcoming the customer | |
11) | To contribute to creating customer value | |
12) | To contribute to the measurement of customer satisfaction | |
13) | Contribute to customer complaints management | |
14) | PRE-EXAM PREPARATION AN OVERVIEW | |
15) | EXAM |
Course Notes / Textbooks: | ODABASI Y. SATISTA VE PAZARLAMADA MUSTERI ILISKILERI YONETIMI, SISTEM YAYINCILIK, 2007. ARGAN M, YILMAZ RA, ERSOY NF, BARIS G, UYGUN M, PERAKENDECILIKTE MUSTERI ILISKILERI YONETIMI, ANADOLU UNIVERSITESI YAYINLARI, 2013. BAKIRTAS H, YILMAZ RA, OZMEN M, BARIS G, MUSTERI ILISKILERI YONETIMI, ANADOLU UNIVERSITESI YAYINLARI, 2013. |
References: | İNTERNET |
Learning Outcomes | 1 |
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Program Outcomes | |||
1) To be able to evaluate basic knowledge and skills in the field with a critical approach, to be able to identify and meet learning needs. - be able to lead their study to an advanced level of education or to a profession at the same level. - Having gained knowledge of lifelong learning - To be able to communicate the thoughts at the level of basic knowledge and skills that are in possession of the field through written and oral communication. - Share ideas and suggestions for solutions to issues related to the field with experts and non-experts. - Using a foreign language at least in the European Language Portfolio A2 General Level to monitor information in the field and communicate with colleagues. - To be able to use information and communication technologies with the computer software at least at the European Computer Use License Basic Level required by the field. | |||
2) To be able to evaluate basic knowledge and skills in the field with a critical approach, to be able to identify and meet learning needs. - be able to lead their study to an advanced level of education or to a profession at the same level. - Learning to survive is not a conscious winner. | |||
3) - To have social, scientific, cultural and ethical values in the stages of collection, application and announcement of data about the field. - Universality of social rights, social justice, quality and cultural values and environmental protection, occupational health and safety issues. | |||
4) - Be able to carry out a basic level of work independently of the field. - Take responsibility as a team member to solve complex and unforeseen problems encountered in field related applications. - Carrying out activities for the development of employees under the responsibility of a project. |
No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
Program Outcomes | Level of Contribution | |
1) | To be able to evaluate basic knowledge and skills in the field with a critical approach, to be able to identify and meet learning needs. - be able to lead their study to an advanced level of education or to a profession at the same level. - Having gained knowledge of lifelong learning - To be able to communicate the thoughts at the level of basic knowledge and skills that are in possession of the field through written and oral communication. - Share ideas and suggestions for solutions to issues related to the field with experts and non-experts. - Using a foreign language at least in the European Language Portfolio A2 General Level to monitor information in the field and communicate with colleagues. - To be able to use information and communication technologies with the computer software at least at the European Computer Use License Basic Level required by the field. | 5 |
2) | To be able to evaluate basic knowledge and skills in the field with a critical approach, to be able to identify and meet learning needs. - be able to lead their study to an advanced level of education or to a profession at the same level. - Learning to survive is not a conscious winner. | 4 |
3) | - To have social, scientific, cultural and ethical values in the stages of collection, application and announcement of data about the field. - Universality of social rights, social justice, quality and cultural values and environmental protection, occupational health and safety issues. | 4 |
4) | - Be able to carry out a basic level of work independently of the field. - Take responsibility as a team member to solve complex and unforeseen problems encountered in field related applications. - Carrying out activities for the development of employees under the responsibility of a project. | 3 |
Field Study | |
Expression | |
Brainstorming/ Six tihnking hats | |
Individual study and homework | |
Lesson | |
Social Activities |
Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing) | |
Homework | |
Application | |
Individual Project | |
Case study presentation |
Semester Requirements | Number of Activities | Level of Contribution |
Attendance | 1 | % 10 |
Homework Assignments | 1 | % 10 |
Presentation | 1 | % 10 |
Project | 1 | % 10 |
Final | 1 | % 60 |
total | % 100 | |
PERCENTAGE OF SEMESTER WORK | % 40 | |
PERCENTAGE OF FINAL WORK | % 60 | |
total | % 100 |
Activities | Number of Activities | Workload |
Course Hours | 14 | 42 |
Final | 1 | 1 |
Total Workload | 43 |