COURSE UNIT TITLE

: CUSTOMER RELATIONS MANAGEMENT

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
PAZ 4210 CUSTOMER RELATIONS MANAGEMENT COMPULSORY 2 0 0 2

Offered By

Marketing

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

ASSOCIATE PROFESSOR SERPIL KESTANE

Offered to

Marketing
Marketing

Course Objective

It provides the student with the necessary knowledge and skills so that be able to communicate with customers according to business goals and strategies, classify the customers, interpret online and traditional consumer behavior, and can arranging and to follow appointment, to please the customer.

Learning Outcomes of the Course Unit

1   Being able to identify the customer s identity
2   Being able to arrange the client appointments and accept the programme
3   Being able to explain the increase customer satisfaction
4   Being able to create customer value
5   Being able to plan the customer complaint management

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 The concept of customer
2 Communication with the customer
3 Classify the customer
4 Traditional consumer behavior
5 Online consumer behavior
6 Arranging and to follow appointment
7 Midterm exam
8 Midterm exam
9 To meet customer
10 Create the customer value
11 Measure customer satisfaction
12 Measure customer satisfaction
13 Customer complaint management
14 Software on customer complaint management

Recomended or Required Reading

Textbook(s): Serpil Ünal Kestane, Customer Relationship Management And Knowledge Teknologies in New Economy, 2011.
Supplementary Book(s): The other Customer Relationship Management books.

Planned Learning Activities and Teaching Methods

Description of the subject, question and answer, individual learning methods and techniques.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 FN Final
3 FCG FINAL COURSE GRADE VZ*0.40 + FN* 0.60
4 RST RESIT
5 FCGR FINAL COURSE GRADE (RESIT) VZ*0.40 + BUT* 0.60


*** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

The five learning outcomes will be assessed by midterm and final exams

Language of Instruction

Turkish

Course Policies and Rules

70% attention to the course is compulsory

Contact Details for the Lecturer(s)

e-mail: serpil.kestane@deu.edu.tr
tel: 0 232 3012559

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 2 24
Preparations before/after weekly lectures 5 1 5
Preparation for midterm exam 1 5 5
Preparation for final exam 1 10 10
Midterm 1 1 1
Final 1 1 1
TOTAL WORKLOAD (hours) 46

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14PO.15
LO.111
LO.211
LO.3111
LO.4111
LO.5111

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

Copyright 2015 DEÜ. BİD

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