| Learning Outcomes |
PO |
MME |
| The students who succeeded in this course: |
|
|
| LO-1 |
In the changing marketing sense, revealing the importance of the customer. |
PO-3 Knows interior and exterior factors which effect tourism managements.
PO-6 Practices easily own theoretical and practical knowledges, got in the university.
|
Examination
|
| LO-2 |
Customer acquisition, retention of the winning customer, re-acquisition of the lost customer. |
PO-3 Knows interior and exterior factors which effect tourism managements.
PO-6 Practices easily own theoretical and practical knowledges, got in the university.
|
Examination
|
| LO-3 |
Examining customer relations in terms of business management, employees and customers. |
PO-3 Knows interior and exterior factors which effect tourism managements.
PO-6 Practices easily own theoretical and practical knowledges, got in the university.
|
Examination
|
PO: Programme Outcomes
MME:Method of measurement & Evaluation |
| Course Contents |
| Within the scope of the course that goes from micro-contexts to macro topics, topics such as consumer perception, learning, motivation, personality and lifestyle, attitudes, definition of identity, decision mechanisms, social and cultural interactions are covered. Consumption is looked at before, after and after. |
| Weekly Course Content |
| Week |
Subject |
Learning Activities and Teaching Methods |
| 1 |
Emergence of Customer Relationship Management, Customer Types and Stages in the New Economy |
Narrative Method |
| 2 |
Customer Relationship Concepts and Features |
Narrative Method |
| 3 |
New Dimensions in Customer Relations, Data Mining in Customer Relationship Management |
Narrative Method |
| 4 |
Customer Value Creation, Customer Relationship Management Practices, Innovations and Benefits |
Narrative Method |
| 5 |
Customer Value Creation, Customer Relationship Management Practices, Innovations and Benefits |
Narrative Method |
| 6 |
Reactive Approach to Communication with Customers - Proactive Approach |
Narrative Method |
| 7 |
Customer Service: Customer Service Concept, Service Quality and Customer Service Systems |
Narrative Method |
| 8 |
mid-term exam |
|
| 9 |
Customer Winning and Retention Strategies |
Narrative Method |
| 10 |
5 Regions of Customer Relationship Management |
Narrative Method |
| 11 |
Trigger Components of Customer Relationship Management |
Narrative Method |
| 12 |
Determination of the Business Needs for Customer Relations Management Projects to be Successful |
Narrative Method |
| 13 |
Customer Relationship Measurement |
Narrative Method |
| 14 |
Customer Relations Management Applications |
Narrative Method |
| 15 |
Customer Relations Management Applications |
Narrative Method |
| 16 |
final exam |
|
| Recommend Course Book / Supplementary Book/Reading |
| 1 |
avuz Odabaşı, Satış ve Pazarlamada Müşteri İlişkileri Yönetimi, İstanbul: Sistem Yayıncılık, 2010 |
| Required Course instruments and materials |
| Book, projection, CD |
