Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM104 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM104

Course Title: CUSTOMER RELATIONSHIP MANAGEMENT

Theoretical+Practice: 2+1

ECTS: 4

Year/Semester of Study

1 / Spring Semester

Level of Course

Short Cycle Degree Programme

Type of Course

Compulsory

Department

ÇAĞRI MERKEZI HIZMETLERI

Pre-requisities and Co-requisites

None

Mode of Delivery

Face to Face

Teaching Period

14 Weeks

Name of Lecturer

ZÜLEYHA GÖKÇE (zuleyha.gokce@nevsehir.edu.tr)

Name of Lecturer(s)

ZÜLEYHA GÖKÇE,

Language of Instruction

Turkish

Work Placement(s)

None

Objectives of the Course

Explain the importance of customer relationship management, communication with customers to gain the vision to produce innovative solutions.

Learning Outcomes		PO	MME
The students who succeeded in this course:
LO-1	Customer can handle multi-faceted concept.	PO-4 Students perform assigned duties and responsibilities. PO-17 Open to change and innovation.	Examination
LO-2	Customer relationship management process can be mastered.	PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services. PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .	Examination
LO-3	Recognize the appropriate information technologies in the process of customer relationship management.	PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services. PO-4 Students perform assigned duties and responsibilities. PO-8 Programs for the learning needs are open for accession.	Examination
LO-4	Come close to critical customer relationship management.	PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services. PO-4 Students perform assigned duties and responsibilities. PO-8 Programs for the learning needs are open for accession. PO-17 Open to change and innovation.	Examination
PO: Programme Outcomes MME:Method of measurement & Evaluation

Course Contents
This course includes topics related to customer relationship management in organizations.
Weekly Course Content
Week	Subject	Learning Activities and Teaching Methods
1	Introduction to Customer Relationship Management	Lecturing, discussion
2	The structure and features of Customer Relationship Management	Lecturing, discussion
3	Relationship marketing approach	Lecturing, discussion
4	The concept of the customer, the customer wants and needs	Lecturing, discussion
5	Economic aspects of customer relations	Lecturing, discussion
6	Relationship types and ways to create customer relationships	Lecturing, discussion
7	Customer acquisition and retention	Lecturing, discussion
8	mid-term exam
9	Customer complaints management	Lecturing, discussion
10	Pyramid analysis of customer information and customer	Lecturing, discussion
11	Customer Lifetime Value Analysis	Lecturing, discussion
12	Technical methods used to calculate customer value	Lecturing, discussion
13	Creating a Customer Database	Lecturing, discussion
14	Integrated Customer Relationship Management Strategies	Lecturing, discussion
15	The Future of Customer Relationship Management	Lecturing, discussion
16	final exam
Recommend Course Book / Supplementary Book/Reading
Required Course instruments and materials

Student Work Load
Type of Work	Weekly Hours	Number of Weeks	Work Load
Weekly Course Hours (Theoretical+Practice)	3	14	42
Outside Class
a) Reading	3	10	30
b) Search in internet/Library	2	4	8
c) Performance Project			0
d) Prepare a workshop/Presentation/Report			0
e) Term paper/Project			0
Oral Examination			0
Quiz			0
Laboratory exam			0
Own study for mid-term exam	4	6	24
mid-term exam	2	1	2
Own study for final exam	2	6	12
final exam	2	1	2
			0
			0
Total work load;			120