Yaşlı Bakımı
Associate	TR-NQF-HE: Level 5	QF-EHEA: Short Cycle	EQF-LLL: Level 5

General course introduction information

Course Code:

SKI212

Course Name:

Customer Relationship Management

Course Semester:

Spring

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	4

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Department 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 :

Dr.Öğr.Üyesi TÜRKAN ÖZGÜL

Course Lecturer(s):

Dr.Öğr.Üyesi TÜRKAN ÖZGÜL

Course Assistants:

Course Objective and Content

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.

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
1) To learn the concept of customer relationship management
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
Learning Competence
Field Specific Competence
1) To be able to organize customer relations applications in health institutions
Competence to Work Independently and Take Responsibility

Lesson Plan

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

Sources

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,

Course-Program Learning Outcome Relationship

Learning Outcomes	1	2
Program Outcomes
1) Works for individual professional development, knows and applies the issue of occupational health and safety, knows personal protective precautions and environmental safety rules,
2) Knows how to prepare / organize the working area and ensures that the elderly care service meets the quality standards
3) Helps the individual who receives the elderly care service to gain self-care knowledge and skills, Makes face and neck care, Makes hand-foot-nail care, Makes oral and dental care, Makes hair / beard care
4) Helps the elderly care person to have bathroom or bathing in the bed, Helps to change the clothes , Helps with toilet needs
5) Performs necessary procedures after self-care. Prepares the materials used during the applications according to the hygiene rules. Removes the personal waste that emerges during maintenance according to hygiene rules.
6) Changes the bedding of the person taking elderly care service and provides bedding arrangement, Provides the room arrangement, Takes measures against accidents and injuries in the living area
7) Provides and/or supports oral feeding, Performs necessary procedures after oral feeding
8) Provides mobility of the elderly person, Follows body integrity and bed wounds, Implements the measures necessary to prevent bed wounds
9) Provides participation in social activities, Supports participation in occupational activities, Provides participation in recommended physical activities, Provides participation in proposed mental activities, Supports adaptation process, Facilitates effective communication
10) Supports the use of prescription medication (except for red and green prescriptions) for elderly when there is no health professional, Supports health professionals in the treatment of acute and chronic conditions, Monitor old person receiving treatment

Course - Learning Outcome Relationship

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

	Program Outcomes	Level of Contribution
1)	Works for individual professional development, knows and applies the issue of occupational health and safety, knows personal protective precautions and environmental safety rules,	2
2)	Knows how to prepare / organize the working area and ensures that the elderly care service meets the quality standards	2
3)	Helps the individual who receives the elderly care service to gain self-care knowledge and skills, Makes face and neck care, Makes hand-foot-nail care, Makes oral and dental care, Makes hair / beard care	3
4)	Helps the elderly care person to have bathroom or bathing in the bed, Helps to change the clothes , Helps with toilet needs
5)	Performs necessary procedures after self-care. Prepares the materials used during the applications according to the hygiene rules. Removes the personal waste that emerges during maintenance according to hygiene rules.
6)	Changes the bedding of the person taking elderly care service and provides bedding arrangement, Provides the room arrangement, Takes measures against accidents and injuries in the living area
7)	Provides and/or supports oral feeding, Performs necessary procedures after oral feeding
8)	Provides mobility of the elderly person, Follows body integrity and bed wounds, Implements the measures necessary to prevent bed wounds
9)	Provides participation in social activities, Supports participation in occupational activities, Provides participation in recommended physical activities, Provides participation in proposed mental activities, Supports adaptation process, Facilitates effective communication
10)	Supports the use of prescription medication (except for red and green prescriptions) for elderly when there is no health professional, Supports health professionals in the treatment of acute and chronic conditions, Monitor old person receiving treatment

Learning Activity and Teaching Methods

Expression
Lesson
Reading

Assessment & Grading Methods and Criteria

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

Assessment & Grading

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

Workload and ECTS Credit Grading

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