Information Of Programmes

FACULTY OF ECONOMICS & ADMINISTRATIVE SCIENCES / BF322 - BANKING AND FINANCE

Code: BF322

Course Title: CUSTOMER EXPERIENCE MANAGEMENT

Theoretical+Practice: 3+0

ECTS: 4

Year/Semester of Study

3 / Spring Semester

Level of Course

1st Cycle Degree Programme

Type of Course

Optional

Department

BANKING AND FINANCE

Pre-requisities and Co-requisites

None

Mode of Delivery

Face to Face

Teaching Period

14 Weeks

Name of Lecturer

CEYLAN BOZPOLAT (cakdogan@nevsehir.edu.tr)

Name of Lecturer(s)

Language of Instruction

Turkish

Work Placement(s)

None

Objectives of the Course

To train individuals who know customer requirements and needs, to be able to perform Customer Relationship Management process, to know customer classification, Customer Value Management

Learning Outcomes		PO	MME
The students who succeeded in this course:
LO-1	Can organize Customer Relation Management process	PO-12 Understand and comprehend market research, information systems, consumer behaviors, strategic marketing, global markets, product and service strategies, product life curve, pricing and supply chain in the points of providing continuity of businesses in the process of globalization.	Examination Performance Project
LO-2	Can categorize consumer behaviours and types of Customers	PO-12 Understand and comprehend market research, information systems, consumer behaviors, strategic marketing, global markets, product and service strategies, product life curve, pricing and supply chain in the points of providing continuity of businesses in the process of globalization.	Examination
LO-3	Can describe Customer Retention and regaining programs	PO-12 Understand and comprehend market research, information systems, consumer behaviors, strategic marketing, global markets, product and service strategies, product life curve, pricing and supply chain in the points of providing continuity of businesses in the process of globalization.	Examination
LO-4	Can express customer complaint management	PO-12 Understand and comprehend market research, information systems, consumer behaviors, strategic marketing, global markets, product and service strategies, product life curve, pricing and supply chain in the points of providing continuity of businesses in the process of globalization.	Examination
PO: Programme Outcomes MME:Method of measurement & Evaluation

Course Contents
Customer Relationship Management process, customer requirements and needs, types of customers, customer value management, loyalty and satisfaction programs, customer complaint management
Weekly Course Content
Week	Subject	Learning Activities and Teaching Methods
1	Introduction to Customer Relationship Management	Lecturing, question-answer and discussion method
2	Relational marketing approach	Lecturing, question-answer and discussion method
3	Customer concept, requirements and needs	Lecturing, question-answer and discussion method
4	Economy of Customer Relationship Management	Lecturing, question-answer and discussion method
5	CRM components	Lecturing, question-answer and discussion method
6	Types of relationship	Lecturing, question-answer and discussion method
7	Customer retention	Lecturing, question-answer and discussion method
8	mid-term exam
9	Customer complaint management	Lecturing, question-answer and discussion method
10	Customer pyramid	Lecturing, question-answer and discussion method
11	Customer Value Management	Lecturing, question-answer and discussion method
12	CRM Measurement	Lecturing, question-answer and discussion method
13	Evaluation of CRM techology and systems	Lecturing, question-answer and discussion method
14	Reasons of failure on CRM	Lecturing, question-answer and discussion method
15	Future of CRM	Lecturing, question-answer and discussion method
16	final exam
Recommend Course Book / Supplementary Book/Reading
1	Yavuz ODABAŞI/Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi/Sistem Yayıncılık
Required Course instruments and materials
Textbook, projection, blackboard.

Assessment Methods
Type of Assessment	Week	Hours	Weight(%)
mid-term exam		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		1	60

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	14	42
b) Search in internet/Library	2	10	20
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			0
mid-term exam	1	1	1
Own study for final exam			0
final exam	1	1	1
			0
			0
Total work load;			106