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. |
Week |
Subject |
Related Preparation |
1) |
Introduction to Customer Relationship Management, Definition, Objectives, Stages |
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2) |
Customer Satisfaction, Definition, Determination Satisfactory Customer Behaviors |
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3) |
Customer loyalty, loyalty effects, customer loyalty creation tactics Advantages of loyal customer |
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4) |
Customer Relationship Management and Relational Marketing Objectives and Benefits of Relational Marketing |
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5) |
Customer Value, Customer Lifetime Value |
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6) |
Customer Relations Management Process Communication Process and Communication Elements Problems and Causes in Customer Communication |
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7) |
The Importance and Benefits of Customer Service The Customer's Life Cycle |
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8) |
Midterm exam |
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9) |
Customer Service in Customer Relationship Management Steps to be Taken in Customer Winning Process |
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10) |
Customer Retention and Winning Process and Direct Marketing |
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11) |
Customer Relationship Management and Technology |
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12) |
Measuring Customer Relations Focus Group Talks |
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13) |
Consumer Panels, Critical Event Technique |
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14) |
Customer Relationship Survey |
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15) |
Final exam |
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Program Outcomes |
Level of Contribution |
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. |
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2) |
- Gaining the ability to use the same level of theoretical and practical knowledge at the same level in an advanced level of education or in the same field.
- To be able to interpret and evaluate data, to identify and analyze data, to develop evidence-based solution proposals using basic knowledge and skills acquired in the field. |
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3) |
- 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. |
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4) |
- 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. |
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5) |
- 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.
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6) |
- 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. |
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