Ordu University Lifelong Learning Programme

Description of Individual Course Units

Course Unit Code	Course Unit Title	Type of Course Unit	Year of Study	Semester	Number of ECTS Credits
HITP116201291200	CUSTOMER RELATIONSHIP MANAGEMENT	Compulsory	1	2	2

Level of Course Unit

Short Cycle

Objectives of the Course

The aim of the course is • to teach customer relationship management • to equip students with the knowledge and skills of the basic laws of Customer relationship management • to provide the basic knowledge about Customer relationship management

Name of Lecturer(s)

Öğr.Gör.Mehmet YALÇINKAYA

Learning Outcomes

1	Organize Customer Relation Management process
2	Categorize consumer behaviours and types of Customers
3	Describe Customer Retention and regaining programs

Mode of Delivery

Formal Education

Prerequisites and co-requisities

Recommended Optional Programme Components

Course Contents

the basic Customer relationship management

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	Introduction to Customer Relationship Management
2	Relational marketing approach
3	Customer concept, requirements and needs
4	Economy of Customer Relationship Management
5	CRM components
6	Types of relationship
7	Customer retention
8	Midterm Exam
9	Customer complain management
10	Customer pyramid and customer information
11	Customer Value Management
12	CRM Measurement
13	Evaluation of CRM techology and systems
14	Reasons of failure on CRM
15	Critics and Future of CRM
16	Final Exam

Recommended or Required Reading

TAŞKIN., E., “Müşteri İlişkileri Eğitimi”, Papatya Yay., 2000, İstanbul, Türkiye Handouts

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

Term (or Year) Learning Activities	Quantity	Weight
SUM		0
End Of Term (or Year) Learning Activities	Quantity	Weight
SUM		0
Yarıyıl (Yıl) İçi Etkinlikleri		40
Yarıyıl (Yıl) Sonu Etkinlikleri		60
SUM		100

Language of Instruction

Turkish

Work Placement(s)

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
Midterm Examination	1	1	1
Final Examination	1	1	1
Makeup Examination	1	1	1
Attending Lectures	14	2	28
Case Study	14	1	14
Individual Study for Mid term Examination	1	6	6
Individual Study for Final Examination	1	9	9
TOTAL WORKLOAD (hours)			60

Contribution of Learning Outcomes to Programme Outcomes

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10
LO1	2			4		2		4
LO2		4			4			2		3
LO3			5				5		3

* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High