Health İnstitutions Management | |||||
Associate | TR-NQF-HE: Level 5 | QF-EHEA: Short Cycle | EQF-LLL: Level 5 |
Course Code: | SKI212 | ||||||||
Course Name: | Customer Relationship Management | ||||||||
Course Semester: |
Spring |
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Course Credits: |
|
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Language of instruction: | TR | ||||||||
Course Requisites: | |||||||||
Does the Course Require Work Experience?: | No | ||||||||
Type of course: | Department Elective | ||||||||
Course Level: |
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Mode of Delivery: | Face to face | ||||||||
Course Coordinator : | Dr.Öğr.Üyesi TÜRKAN ÖZGÜL | ||||||||
Course Lecturer(s): |
Dr.Öğr.Üyesi TÜRKAN ÖZGÜL |
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Course Assistants: |
Course Objectives: | This course aims to provide the students to learn the methods of increasing the customer satisfaction and understanding of customer satisfaction principle which is one of the main elements of total quality management, customer concept, characteristics and classification, changes in marketing concept, relational marketing strategies, reasons for failure in customer relations, acquire the customer and grasp the holding. |
Course Content: | Customer relationship concept and its properties. Customer behavior and customer satisfaction. Organizational culture and change. Customer satisfaction focused culture creation. Barriers to cultural change. Customer-focused change management. Total quality management in sales and marketing. customer acquisition and retention. Creating value for the customer. Communication with customers, communication model and subjects. Forms of communication with customers. Customer service, service quality and system. Customer relationship measurement, benchmarking. Focus group interviews, counseling panels, critical event technique, customer relationship questionnaire. |
The students who have succeeded in this course;
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Week | Subject | Related Preparation |
1) | Introduction to Customer Relationship Management, Definition, Objectives, Stages | |
2) | Customer Satisfaction, Definition, Determination Satisfactory Customer Behaviors | |
3) | Customer loyalty, loyalty effects, customer loyalty creation tactics Advantages of loyal customer | |
4) | Customer Relationship Management and Relational Marketing Objectives and Benefits of Relational Marketing | |
5) | Customer Value, Customer Lifetime Value | |
6) | Customer Relations Management Process Communication Process and Communication Elements Problems and Causes in Customer Communication | |
7) | The Importance and Benefits of Customer Service The Customer's Life Cycle | |
8) | Midterm exam | |
9) | Customer Service in Customer Relationship Management Steps to be Taken in Customer Winning Process | |
10) | Customer Retention and Winning Process and Direct Marketing | |
11) | Customer Relationship Management and Technology | |
12) | Measuring Customer Relations Focus Group Talks | |
13) | Consumer Panels, Critical Event Technique | |
14) | Customer Relationship Survey | |
15) | Final exam |
Course Notes / Textbooks: | Yavuz Odabaşı, Satışta Ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM) 2009 Sistem Yayıncılık; |
References: | C. Aktepe, M.Baş, M. Tolon, Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 2009. Ö. Emrah, Müşteri İlişkileri Yönetimi ve Otel İşletmelerinde Uygulanması, Dokuz Eylül Ünv.2006, |
Learning Outcomes | 1 |
2 |
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Program Outcomes | |||||||||||||
1) Having social, scientific, cultural and ethical values in the stages of collecting, implementing and announcing the results related to the field. | |||||||||||||
1) Having theoretical and practical knowledge at the basic level supported by textbooks, application tools and other resources with up-to-date information in the field based on the competences gained at secondary level. | |||||||||||||
1) To be able to share ideas and suggestions for solutions to issues related to the field with experts and non-experts. | |||||||||||||
2) To gain the ability to use the same level of theoretical and applied knowledge at the same level in an advanced education level or the same field in the field. | |||||||||||||
2) The universality of social rights, social justice, quality and cultural values and environmental protection, occupational health and safety. | |||||||||||||
3) 203/5000 To be able to interpret and evaluate data, to identify and analyze data, and to develop evidence-based solutions by using basic knowledge and skills acquired in the field. | |||||||||||||
4) To be able to transfer the thoughts at the level of basic knowledge and skills which are related to the field through written and oral communication. | |||||||||||||
5) Using a foreign language at least in the European Language Portfolio A2 General Level, you can follow the information in your field and communicate with your colleagues. | |||||||||||||
6) To be able to use the information and communications technologies with the computer software at least at the European Computer Use License Basic Level required by the field. | |||||||||||||
7) 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. | |||||||||||||
8) Be able to direct their study to an advanced level of education or to a profession at the same level. | |||||||||||||
9) Be able to carry out a basic level of work independently of the field. | |||||||||||||
10) Taking responsibility as a team member to solve complex and unforeseen problems encountered in field related applications. | |||||||||||||
11) 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) | Having social, scientific, cultural and ethical values in the stages of collecting, implementing and announcing the results related to the field. | |
1) | Having theoretical and practical knowledge at the basic level supported by textbooks, application tools and other resources with up-to-date information in the field based on the competences gained at secondary level. | |
1) | To be able to share ideas and suggestions for solutions to issues related to the field with experts and non-experts. | |
2) | To gain the ability to use the same level of theoretical and applied knowledge at the same level in an advanced education level or the same field in the field. | |
2) | The universality of social rights, social justice, quality and cultural values and environmental protection, occupational health and safety. | |
3) | 203/5000 To be able to interpret and evaluate data, to identify and analyze data, and to develop evidence-based solutions by using basic knowledge and skills acquired in the field. | |
4) | To be able to transfer the thoughts at the level of basic knowledge and skills which are related to the field through written and oral communication. | |
5) | Using a foreign language at least in the European Language Portfolio A2 General Level, you can follow the information in your field and communicate with your colleagues. | |
6) | To be able to use the information and communications technologies with the computer software at least at the European Computer Use License Basic Level required by the field. | |
7) | 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. | |
8) | Be able to direct their study to an advanced level of education or to a profession at the same level. | |
9) | Be able to carry out a basic level of work independently of the field. | |
10) | Taking responsibility as a team member to solve complex and unforeseen problems encountered in field related applications. | |
11) | Carrying out activities for the development of employees under the responsibility of a project. |
Expression | |
Lesson | |
Reading |
Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing) | |
Homework |
Semester Requirements | Number of Activities | Level of Contribution |
Midterms | 1 | % 40 |
Final | 2 | % 60 |
total | % 100 | |
PERCENTAGE OF SEMESTER WORK | % 40 | |
PERCENTAGE OF FINAL WORK | % 60 | |
total | % 100 |
Activities | Number of Activities | Duration (Hours) | Workload |
Course Hours | 15 | 3 | 45 |
Homework Assignments | 15 | 3 | 45 |
Midterms | 1 | 15 | 15 |
Final | 1 | 25 | 25 |
Total Workload | 130 |