| Public Relations and Advertising | |||||
| Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 | ||
| Course Code: | HIR403 | ||||
| Course Name: | Customer Relationship Management | ||||
| Semester: | Fall | ||||
| Course Credits: |
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| Language of instruction: | Turkish | ||||
| Course Condition: | |||||
| Does the Course Require Work Experience?: | No | ||||
| Type of course: | Compulsory Courses | ||||
| Course Level: |
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| Mode of Delivery: | Face to face | ||||
| Course Coordinator: | Araş. Gör. AZİZ ARSLAN | ||||
| Course Lecturer(s): | Dr. Cem Duran | ||||
| Course Assistants: |
| Course Objectives: | The aim of this course is to convey the basic principles, approaches and applications of customer-oriented marketing to students with examples. |
| Course Content: | The purpose of Customer Relationship Management is to establish long-term customer relations and develop customer-oriented strategies. In this course, the basic issues of customer relationship management, strategies for acquiring, retaining and growing customers will be explained. |
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The students who have succeeded in this course;
1) To provide an understanding of customer relationship management issues 2) To give an overview of the marketing framework |
| Week | Subject | Related Preparation |
| 1) | What is Customer Relationship Management? | |
| 2) | Historical Development of Customer Relationship Management Concept | |
| 3) | Customer Relationship Management Concept and Philosophy | |
| 4) | Customer Relationship Management Architecture | |
| 5) | Relationship Marketing Concept | |
| 6) | Advantages of Customer Relationship Management | |
| 7) | Guest | |
| 8) | Midterm Exam | |
| 9) | Customer Lifetime Value | |
| 10) | Concepts in Customer Relationship Management | |
| 11) | Customer Portfolio Management and Market Segmentation | |
| 12) | Data Mining in Customer Relationship Management | |
| 13) | Customer Complaints Management | |
| 14) | Customer Experience Management | |
| 15) | Final Exam |
| Course Notes / Textbooks: | Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM) Prof. Dr. Yavuz Odabaşı AURA KİTAPLARI |
| References: | Her hafta verilecek makaleler |
| Course Learning Outcomes | 1 |
2 |
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| Program Outcomes | |||||||||||||||
| 1) They have all the knowledge, skills and competencies required by the profession, with relation to the fields of Public Relations and Advertising and they have the structural features required by the profession. | |||||||||||||||
| 2) They have knowledge about fields of brand management, marketing communication, corporate communication and advertising strategy development. They have the ability to create, plan and manage a public relations campaign. | |||||||||||||||
| 3) They have knowledge and skills about changing and evolving communication methods and technologies. | |||||||||||||||
| 4) Thay have the ability to manage communication between relevant stakeholders and the target group. They develop and implement proper communication strategies and methods according to the communication characteristics of different stakeholders. | |||||||||||||||
| 5) By acting on the principle of lifelong learning, they constantly develop themselves not only from in terms of professional knowledge, but also from a culturally and follow the national and international agenda. | |||||||||||||||
| 6) They combine different communication areas in a holistic and strategic way. | |||||||||||||||
| 7) They use written and verbal communication skills effectively. | |||||||||||||||
| 8) They develop and implement strategies by thinking creatively and critically. | |||||||||||||||
| 9) They have management skills. | |||||||||||||||
| 10) They use research capability effectively. | |||||||||||||||
| 11) They have an ethical business understanding and social responsibility. | |||||||||||||||
| 12) They have capable of analytical thinking and problem solving. | |||||||||||||||
| 13) They have teamwork skills. | |||||||||||||||
| 14) They follow developments in their field by using a foreign language at a general level of European Language Portfolio B1 and and communicate with their colleagues. | |||||||||||||||
| 15) They use information and communication technologies together with computer software at the advanced level of European Computer Driving License required by the field. | |||||||||||||||
| No Effect | 1 Lowest | 2 Average | 3 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | They have all the knowledge, skills and competencies required by the profession, with relation to the fields of Public Relations and Advertising and they have the structural features required by the profession. | |
| 2) | They have knowledge about fields of brand management, marketing communication, corporate communication and advertising strategy development. They have the ability to create, plan and manage a public relations campaign. | |
| 3) | They have knowledge and skills about changing and evolving communication methods and technologies. | |
| 4) | Thay have the ability to manage communication between relevant stakeholders and the target group. They develop and implement proper communication strategies and methods according to the communication characteristics of different stakeholders. | |
| 5) | By acting on the principle of lifelong learning, they constantly develop themselves not only from in terms of professional knowledge, but also from a culturally and follow the national and international agenda. | |
| 6) | They combine different communication areas in a holistic and strategic way. | |
| 7) | They use written and verbal communication skills effectively. | |
| 8) | They develop and implement strategies by thinking creatively and critically. | |
| 9) | They have management skills. | |
| 10) | They use research capability effectively. | |
| 11) | They have an ethical business understanding and social responsibility. | |
| 12) | They have capable of analytical thinking and problem solving. | |
| 13) | They have teamwork skills. | |
| 14) | They follow developments in their field by using a foreign language at a general level of European Language Portfolio B1 and and communicate with their colleagues. | |
| 15) | They use information and communication technologies together with computer software at the advanced level of European Computer Driving License required by the field. |
| Semester Requirements | Number of Activities | Level of Contribution |
| Project | 1 | % 50 |
| Final | 1 | % 50 |
| total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 50 | |
| PERCENTAGE OF FINAL WORK | % 50 | |
| total | % 100 | |
| Activities | Number of Activities | Preparation for the Activity | Spent for the Activity Itself | Completing the Activity Requirements | Workload | ||
| Course Hours | 14 | 0 | 3 | 42 | |||
| Project | 1 | 35 | 3 | 38 | |||
| Final | 1 | 35 | 2 | 37 | |||
| Total Workload | 117 | ||||||