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-11 Easily apply the theoretical and practical knowledge obtained from school.
|
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 |
The Concept, Definition, and Characteristics of Customer Relations |
Lecturing |
2 |
Concepts Related to Customer Relationship Management |
Lecturing,discussion |
3 |
Total Quality Management |
Lecturing,question-answer |
4 |
Objectives and Characteristics of Customer Relationship Management |
Lecturing,discussion |
5 |
Benefits of Customer Relationship Management |
Lecturing |
6 |
Communication with Customers, Types of Communication, and Communication Tools Used |
Lecturing,discussion |
7 |
Notions of Traditional Marketing and Customer-Oriented Approach |
Lecturing,discussion |
8 |
mid-term exam |
|
9 |
Creating Value for Customers and Being Customer-Oriented |
Lecturing,question-answer |
10 |
Customer Acquisition, Retention, and Development of Customer Retention Programs |
Lecturing |
11 |
Reasons for Customer Loss and Strategies to Win Back Lost Customers |
Lecturing |
12 |
Customer Retention Programs |
Lecturing |
13 |
Challenges in Customer Relations and Their Solutions |
Lecturing,discussion |
14 |
Customer Complaints and Handling Complaints |
Lecturing |
15 |
Case Study on Customer Complaints |
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. |