MHIT126 Customer Relationship ManagementIstanbul Okan UniversityDegree Programs Public Relations And AdvertisingGeneral Information For StudentsDiploma SupplementErasmus Policy StatementNational Qualifications
Public Relations And Advertising
Associate TR-NQF-HE: Level 5 QF-EHEA: Short Cycle EQF-LLL: Level 5

General course introduction information

Course Code: MHIT126
Course Name: Customer Relationship Management
Course Semester: Spring
Course Credits:
Theoretical Practical Credit ECTS
3 0 3 6
Language of instruction: TR
Course Requisites:
Does the Course Require Work Experience?: No
Type of course: Compulsory
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. ARZU KARAKURT KARABULUT
Course Lecturer(s):

Course Assistants:

Course Objective and Content

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.

Learning Outcomes

The students who have succeeded in this course;
Learning Outcomes
1 - Knowledge
Theoretical - Conceptual
1) Know the importance of the concept of customer relations management
2.1) KNOW HEALTHY COMMUNICATION WITH CUSTOMERS
2.2) Customer CAN DESIGN WRITING AND HANDLING WORKS.
2.3) Customer can manage their COMPLAINTS.
2 - Skills
Cognitive - Practical
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) 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

Sources

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

Course-Program Learning Outcome Relationship

Learning Outcomes

1

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.

Course - Learning Outcome Relationship

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

Learning Activity and Teaching Methods

Field Study
Expression
Brainstorming/ Six tihnking hats
Individual study and homework
Lesson
Social Activities

Assessment & Grading Methods and Criteria

Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing)
Homework
Application
Individual Project
Case study presentation

Assessment & Grading

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

Workload and ECTS Credit Grading

Activities Number of Activities Workload
Course Hours 14 42
Final 1 1
Total Workload 43