Aviation Management | |||||
Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 |
Course Code: | ISLT442 | ||||||||
Course Name: | Müşteri İlişkileri Yönetimi | ||||||||
Course Semester: | Fall | ||||||||
Course Credits: |
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Language of instruction: | TR | ||||||||
Course Requisites: | |||||||||
Does the Course Require Work Experience?: | No | ||||||||
Type of course: | Common Pool | ||||||||
Course Level: |
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Mode of Delivery: | Face to face | ||||||||
Course Coordinator : | Dr.Öğr.Üyesi EMİNE BAŞAK TAVMAN | ||||||||
Course Lecturer(s): |
Dr.Öğr.Üyesi UĞUR TARIK ÖZKUT |
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Course Assistants: |
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 definition, purpose and role of CRM in marketing, customer data integration, sales force automation and applications, ethics, privacy and recent practices in CRM. |
Course Content: | Maximizing profitability; customer selection metrics; managing customer profitability; maximizing customer profitability; managing loyalty and profitability simultaneously; optimal allocation of resources across marketing and communication strategies; choosing the right product to the right customer at the right time; preventing attrition of customers; managing multichannel shoppers; linking investments in branding to customer profitability; acquiring profitable customers; managing customer referral behavior; organizational and implementation challenges; the future of customer management. |
The students who have succeeded in this course;
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Week | Subject | Related Preparation |
1) | • Define customer relationship management (CRM) • Discuss the purposes and uses of CRM • Explain the components of CRM • Discuss the important concepts that are related to CRM | |
2) | • Discuss the occurence, development, and importance of CRM • Discuss CRM success and failure examples • Describe the challenges of CRM and the tools that can be used to solve the problems • Explain how to expand CRM applications | Homework: to be posted by email |
3) | • Discuss the occurence, development, and importance of relationship marketing • Explain the characteristics of relationships in marketing • Discuss the connection of relationship marketing with CRM practices | Homework: to be posted by email |
4) | • Discuss the role of human resources in CRM strategy development • Explain company environment and culture • Discuss value chain and its role in CRM strategy | Homework: to be posted by email |
5) | • Discuss the management of customer relationships • Define customer integration problem and its effects on marketing strategy • Explain customer database integration | Homework: to be posted by email |
6) | midterm exam | |
7) | • Discuss the transformation of technology • Explain the technological improvements in marketing • Define recent technological applications • Discuss success stories for technological practices and CRM | |
8) | • Define database • Explain the acquisition and transformation of customer database • Discuss datamining • Explain CRM and database management | Homework: to be posted by email |
9) | • Explain the challenges of sales management • Discuss the changes in sales and CRM applications • Explain sales process and its role in CRM • Discuss the interdependence of sales and customer relationship | Homework: to be posted by email |
10) | • Explain the importance of technology in sales • Discuss the importance of gaining customer information • Explain sales force communication • Define sales force automation technology • Explain CRM systems and automation applications | Homework: to be posted by email |
11) | • Explain customer-company profit chain: satisfaction, loyalty and profitability • Define service quality and customer satisfaction • Explain customer loyalty | Homework: to be posted by email |
12) | • Define marketing automation • Explain the role of CRM in marketing automation • Explain marketing automation software and marketing communication • Discuss the integration of CRM with marketing automation | Homework: to be posted by email |
13) | • Discuss the calculation of CRM return on investment • Define CRM systems and softwares for effectiveness • Describe CRM matrics: factors to be monitored and measured | Homework: to be posted by email |
14) | • Describe customer privacy and ethics in CRM • Explain the importance of ethics in CRM • Discuss the future of CRM and recent issues | Homework: to be posted by email |
15) | • Final exam |
Course Notes / Textbooks: | Yavuz Odabaşı (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık. |
References: | Yok |
Learning Outcomes | 1 |
2 |
3 |
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Program Outcomes | ||||||||||||||||||||
1) He/she has in-depth information required by the legal, social and environmental framework in which all transportation operations, especially aviation, are involved. | ||||||||||||||||||||
2) He/she has advanced theoretical and practical knowledge, supported by books, equipment and other sources containing up-to-date information on air transportation / logistics. | ||||||||||||||||||||
3) He/she has sufficient knowledge for the technical aspects of air transportation and logistics. | ||||||||||||||||||||
4) He/she has sufficient legal knowledge on basic issues related to international trade and business. | ||||||||||||||||||||
5) He/she uses theoretical and practical knowledge in aviation business management, logistics, transportation and business management solutions together. | ||||||||||||||||||||
6) He/she uses theoretical and applied knowledge in mathematics, science and transportation together to solve operational problems. | ||||||||||||||||||||
7) He/she identifies, defines, formulates and solves basic problems related to the field of air transportation / logistics. For this purpose, he/she selects and applies appropriate analytical methods and modeling techniques. | ||||||||||||||||||||
8) He/she analyzes a system, system component or process and designs it under realistic constraints to meet desired requirements; applies modern design methods accordingly. | ||||||||||||||||||||
9) He/she selects and uses modern and technical tools required for basic applications in air transportation / logistics. | ||||||||||||||||||||
10) He/she independently conducts a comprehensive advanced level study in air transportation / logistics. | ||||||||||||||||||||
11) He/she accesses information by doing research, uses databases and other information resources. | ||||||||||||||||||||
12) He/she works effectively in multidisciplinary teams and takes responsibility. | ||||||||||||||||||||
13) He/she plans project development studies in the field and manages related activities. | ||||||||||||||||||||
14) He/she organizes, plans and directs teamwork in air transportation / logistics related comprehensive projects. | ||||||||||||||||||||
15) With the awareness of the necessity of life-long learning, he/she follows science and technology developments in aviation management, logistics and transportation and renews himself/herself constantly. He/she also evaluates the knowledge / skills acquired in the field with a critical thinking. | ||||||||||||||||||||
16) He/she works individually and in multi-disciplinary teams in aviation management, national and international transportation and logistics environments both in theoretical and applied fields. | ||||||||||||||||||||
17) He/she selects and uses modern and technical tools necessary for air transport / logistics applications. | ||||||||||||||||||||
18) He/she communicates effectively with relevant people and institutions, being aware of the universal and social effects of applications and solutions in the aviation field. | ||||||||||||||||||||
19) He/she develops solutions to problems and shares his ideas in writing and verbally, supporting them with quantitative and qualitative data. | ||||||||||||||||||||
20) He/she has a comprehensive understanding about management of aviation companies, safety and security issues in aviation, air law, airport operations and technical aspects of aviation specific applications. | ||||||||||||||||||||
21) He/she is aware of the aviation principles and values. He/she has professional and ethical responsibility. |
No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
Program Outcomes | Level of Contribution | |
1) | He/she has in-depth information required by the legal, social and environmental framework in which all transportation operations, especially aviation, are involved. | |
2) | He/she has advanced theoretical and practical knowledge, supported by books, equipment and other sources containing up-to-date information on air transportation / logistics. | |
3) | He/she has sufficient knowledge for the technical aspects of air transportation and logistics. | |
4) | He/she has sufficient legal knowledge on basic issues related to international trade and business. | |
5) | He/she uses theoretical and practical knowledge in aviation business management, logistics, transportation and business management solutions together. | |
6) | He/she uses theoretical and applied knowledge in mathematics, science and transportation together to solve operational problems. | |
7) | He/she identifies, defines, formulates and solves basic problems related to the field of air transportation / logistics. For this purpose, he/she selects and applies appropriate analytical methods and modeling techniques. | |
8) | He/she analyzes a system, system component or process and designs it under realistic constraints to meet desired requirements; applies modern design methods accordingly. | |
9) | He/she selects and uses modern and technical tools required for basic applications in air transportation / logistics. | |
10) | He/she independently conducts a comprehensive advanced level study in air transportation / logistics. | |
11) | He/she accesses information by doing research, uses databases and other information resources. | |
12) | He/she works effectively in multidisciplinary teams and takes responsibility. | |
13) | He/she plans project development studies in the field and manages related activities. | |
14) | He/she organizes, plans and directs teamwork in air transportation / logistics related comprehensive projects. | |
15) | With the awareness of the necessity of life-long learning, he/she follows science and technology developments in aviation management, logistics and transportation and renews himself/herself constantly. He/she also evaluates the knowledge / skills acquired in the field with a critical thinking. | |
16) | He/she works individually and in multi-disciplinary teams in aviation management, national and international transportation and logistics environments both in theoretical and applied fields. | |
17) | He/she selects and uses modern and technical tools necessary for air transport / logistics applications. | |
18) | He/she communicates effectively with relevant people and institutions, being aware of the universal and social effects of applications and solutions in the aviation field. | |
19) | He/she develops solutions to problems and shares his ideas in writing and verbally, supporting them with quantitative and qualitative data. | |
20) | He/she has a comprehensive understanding about management of aviation companies, safety and security issues in aviation, air law, airport operations and technical aspects of aviation specific applications. | |
21) | He/she is aware of the aviation principles and values. He/she has professional and ethical responsibility. |
Field Study | |
Expression | |
Brainstorming/ Six tihnking hats | |
Individual study and homework | |
Lesson | |
Group study and homework | |
Reading | |
Homework | |
Problem Solving | |
Q&A / Discussion | |
Technical Tour | |
Case Study |
Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing) | |
Oral Examination | |
Homework | |
Application | |
Individual Project | |
Group project | |
Reporting | |
Case study presentation |
Semester Requirements | Number of Activities | Level of Contribution |
Attendance | 1 | % 10 |
Homework Assignments | 1 | % 20 |
Midterms | 1 | % 30 |
Final | 1 | % 40 |
total | % 100 | |
PERCENTAGE OF SEMESTER WORK | % 60 | |
PERCENTAGE OF FINAL WORK | % 40 | |
total | % 100 |
Activities | Number of Activities | Workload |
Course Hours | 15 | 45 |
Study Hours Out of Class | 14 | 89 |
Quizzes | 13 | 26 |
Midterms | 1 | 8 |
Final | 1 | 14 |
Total Workload | 182 |