| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | GMS32102021341 | Customer Relationship Management | Elective | 3 | 6 | 4 |
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| Level of Course Unit |
| First Cycle |
| Objectives of the Course |
| To ensure that students can explain the Communication with the customer. |
| Name of Lecturer(s) |
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| Learning Outcomes |
| 1 | Ability to define marketing | | 2 | To be able to explain how to communicate with the customer | | 3 | Ability to explain competition in customer relationship management |
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| Mode of Delivery |
| Formal Education |
| Prerequisites and co-requisities |
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| Recommended Optional Programme Components |
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| Course Contents |
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| Weekly Detailed Course Contents |
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| 1 | The purpose of the customer relations course and the main resources related to the course. | | | | 2 | Improving customer relations | | | | 3 | The concept and characteristics of Customer Relations | | | | 4 | New dimensions in customer relations | | | | 5 | Creating value for the customer | | | | 6 | The use of technology in customer relations | | | | 7 | Communication with customers | | | | 8 | Midterm | | | | 9 | Customer service | | | | 10 | Customer acquisition | | | | 11 | Customer retention | | | | 12 | Focus groups in customer relations | | | | 13 | Quality of service | | | | 14 | Organizational culture | | | | 15 | Barriers to cultural change | | | | 16 | Final Exam | | |
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| Recommended or Required Reading |
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| Planned Learning Activities and Teaching Methods |
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| Assessment Methods and Criteria | |
| SUM | 0 | |
| SUM | 0 | | Yarıyıl (Yıl) İçi Etkinlikleri | 40 | | Yarıyıl (Yıl) Sonu Etkinlikleri | 60 | | SUM | 100 |
| | Language of Instruction | | | Work Placement(s) | |
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| Workload Calculation |
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| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Attending Lectures | 14 | 2 | 28 |
| Individual Study for Mid term Examination | 14 | 4 | 56 |
| Individual Study for Final Examination | 16 | 2 | 32 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 5 | 5 | 5 | 5 | 5 | 5 | | LO2 | 5 | 5 | 5 | 5 | 5 | 5 | | LO3 | 5 | 5 | 5 | 5 | 5 | 5 |
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| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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