Nevşehir Hacı Bektaş Veli University Course Catalogue

Information Of Programmes

VOCATIONAL SCHOOL OF NEVŞEHİR / HİT112 - PUBLIC RELATIONS AND PUBLICITY

Code: HİT112 Course Title: CONSUMER RELATIONSHIP MANAGEMENT Theoretical+Practice: 2+0 ECTS: 3
Year/Semester of Study 1 / Spring Semester
Level of Course Short Cycle Degree Programme
Type of Course Optional
Department PUBLIC RELATIONS AND PUBLICITY
Pre-requisities and Co-requisites None
Mode of Delivery Face to Face
Teaching Period 14 Weeks
Name of Lecturer AYNUR KARAKOÇ (a.karakoc@nevsehir.edu.tr)
Name of Lecturer(s) NEŞE ACAR,
Language of Instruction Turkish
Work Placement(s) None
Objectives of the Course
In today's highly competitive environment, retain existing customers and attract new customers, have been extremely important in terms of business to sustain life. This course introduces students the importance of customer relations and the role of business continuity, and management of the necessity of creating a customer-focused culture tried to explain.

Learning Outcomes PO MME
The students who succeeded in this course:
LO-1 Can define the concepts of customer relationship and their aspects PO-1 The students who have completed the program successfully: He has comprehensive and systematic knowledge of concepts, principles and facts in the field of Public Relations and Publicity.
Examination
LO-2 Can explain the importance of Customer Relationship Management and its effect on competitive advantage. PO-1 The students who have completed the program successfully: He has comprehensive and systematic knowledge of concepts, principles and facts in the field of Public Relations and Publicity.
Examination
LO-3 Can explain the importance of service quality in customer relations. PO-1 The students who have completed the program successfully: He has comprehensive and systematic knowledge of concepts, principles and facts in the field of Public Relations and Publicity.
Examination
LO-4 Can provide excellent customer service. PO-1 The students who have completed the program successfully: He has comprehensive and systematic knowledge of concepts, principles and facts in the field of Public Relations and Publicity.
PO-3 Communicate effectively verbally, non-verbally and in a written way and demonstrate effective presentation skills.
PO-8 Have strong communicative skills and accommodate easily adapt to teamwork.
PO-14 Easily apply the theoretical and practical knowledge obtained from school.
PO-15 With the theoretical and practical experience obtained they are able to analyze and provide solutions to the problems encountered of the sector.
Examination
PO: Programme Outcomes
MME:Method of measurement & Evaluation

Course Contents
In this course, the concept of customer relationship management, customer relationship development and customer service, to gain customer and retention, customer relations, such as measuring the effects of activities will be discussed.
Weekly Course Content
Week Subject Learning Activities and Teaching Methods
1 Customer Relationship Concept, Definition and Features. Lecturing
2 The Importance of Customer Relationship Management and the Impact of competitive advantage. Lecturing,discussion
3 Creating Value for Customers and customer orientation. Lecturing,question-answer
4 Communication with customers and Communication Skills Development Patterns. Lecturing,discussion
5 The concept of quality of service and preparation checklist for customer service. Lecturing
6 To gain customer, customer retention and development of Customer Retention Programs. Lecturing,discussion
7 Strategies for to gain back lost customers. Lecturing,discussion
8 mid-term exam
9 Customer complaints and consideration of customer complaints. Lecturing,question-answer
10 To provide excellent customer service and service quality in customer relations. Lecturing
11 Customer Relationship Measurement Techniques. Lecturing
12 Critical event technique in customer relations. Lecturing
13 Customer Relations Survey. Lecturing,discussion
14 Benchmarking. Lecturing
15 Example of customer understanding and evaluating research. Lecturing,question-answer
16 final exam
Recommend Course Book / Supplementary Book/Reading
1 Demirel, Y. (2006). Müşteri ilişkileri yönetimi ve bilgi paylaşımı. İstanbul:IQ Kültür Sanat Yayıncılık.
2 Odabaşı, Y. (2000). Satış ve pazarlamada müşteri ilişkileri. İstanbul:Sistem Yayıncılık.
Required Course instruments and materials
Lecture notes and projection machine.

Assessment Methods
Type of Assessment Week Hours Weight(%)
mid-term exam 8 1 40
Other assessment methods
1.Oral Examination
2.Quiz
3.Laboratory exam
4.Presentation
5.Report
6.Workshop
7.Performance Project
8.Term Paper
9.Project
final exam 16 1 60

Student Work Load
Type of Work Weekly Hours Number of Weeks Work Load
Weekly Course Hours (Theoretical+Practice) 2 14 28
Outside Class
       a) Reading 2 14 28
       b) Search in internet/Library 1 2 2
       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 5 3 15
mid-term exam 1 1 1
Own study for final exam 5 3 15
final exam 1 1 1
0
0
Total work load; 90