Management Information Systems (English) | |||||
Bachelor | TR-NQF-HE: Level 6 | QF-EHEA: First Cycle | EQF-LLL: Level 6 |
Course Code: | MIS004 | ||||
Course Name: | Customer Relationship Management | ||||
Semester: |
Fall Spring |
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Course Credits: |
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Language of instruction: | English | ||||
Course Condition: | |||||
Does the Course Require Work Experience?: | No | ||||
Type of course: | Departmental Elective | ||||
Course Level: |
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Mode of Delivery: | E-Learning | ||||
Course Coordinator: | Doç. Dr. ŞEBNEM ÖZDEMİR | ||||
Course Lecturer(s): | Fazlı Yıldırım | ||||
Course Assistants: |
Course Objectives: | The goal of this course is to give a unified treatment of the strategic and tactical aspects of customer relationship management as we know it today. |
Course Content: | Fundamental aspects of developing and managing customer relationships, tools commonly used for developing and implementing CRM programs. |
The students who have succeeded in this course;
1) After completion of this course, the student will be able to apply the concept of CRM, the benefits delivered by CRM, the contexts in which it is used, the technologies deployed, and how it can be implemented. 2) After completion of this course, the student will be able to implement how CRM practices and technologies enhance the achievement of marketing, sales, and service objectives throughout the customer life-cycle stages of customer acquisition, retention, and development whilst simultaneously supporting broader organizational goals. 3) After completing this course, the student will be able to implement various technological tools for data mining and successful implementation of CRM in the Organization's design customer relationship management strategies by understanding customers’ preferences for the organization's long-term sustainability. |
Week | Subject | Related Preparation |
1) | CRM Definition (Marketing Extension), Marketing Definition | No prior preparation is required. |
2) | CRM Benefits vs Costs | No prior preparation is required. |
3) | Globalization, 4P, Stages of Marketing (Segmentation, Targeting, Positioning) | No prior preparation is required. |
4) | E-Marketing Framework ESP: Environment (SWOT), Strategies (long Term)(E-business CRM software Companies), Performance Metrics. | No prior preparation is required. |
5) | Branding; Brand Elements (Slogans, Character, Symbols, Jingle) | No prior preparation is required. |
6) | Integrated Communication, Tools E-mail, SEO, Sponsorships, Influencers, Podcasts, Affiliations, Payed Keywords (Google Adwords), Banners. | No prior preparation is required. |
7) | Data mining; steps , tool (descriptive, predictive) | No prior preparation is required. |
8) | Midterm Exams | |
9) | AIDA , Funnel Concepts | No prior preparation is required. |
10) | Types of Loyalty, RFM (Evaluating Customer Points), Loyalty Program, Reward Program | No prior preparation is required. |
11) | Perfect CRM System (Trust, Conflict Handling, Commitment, Communication ) | No prior preparation is required. |
12) | CRM Software Companies | No prior preparation is required. |
13) | Evaluating an Existing CRM System and offering new ideas, and solutions. | No prior preparation is required. |
14) | Case Studies | No prior preparation is required. |
15) | Case Studies | No prior preparation is required. |
16) | Final Exams |
Course Notes / Textbooks: | Ek kaynak ihtiyacı bulunmamaktadır. - There is no need for additional resources. |
References: | Ek kaynak ihtiyacı bulunmamaktadır. - There is no need for additional resources. |
Course Learning Outcomes | 1 |
2 |
3 |
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Program Outcomes | |||||||||||||
1) It has a wide range of interdisciplinary approaches to management information systems, primarily business and computer engineering. | 1 | 1 | 3 | ||||||||||
2) Comprehends the management information systems in terms of technical, organizational and managerial aspects and uses the current programming language by knowing the logic of programming. | 2 | 2 | 3 | ||||||||||
3) Uses different information technologies and systems for understanding and solving various business problems. | 3 | 3 | |||||||||||
4) Interpret the data, concepts and ideas in the field of management information systems with scientific and technological methods. | 2 | 1 | 2 | ||||||||||
5) Analyze the needs for an information system and analyze the processes of analysis, design and implementation of the database. | 1 | 1 | |||||||||||
6) Gains technical and managerial contributions to IT projects and takes responsibility. | |||||||||||||
7) Solve complex business and informatics problems by using various statistical techniques and numerical methods and make analyzes using statistical programs effectively. | |||||||||||||
8) Uses a foreign language at the B1 General Level in terms of European Language Portfolio criteria according to the level of education. | 1 | 1 | |||||||||||
9) Develops teamwork, negotiation, leadership and entrepreneurship skills. | |||||||||||||
10) Has universal ethical values, social responsibility awareness and sufficient legal knowledge. | 2 | ||||||||||||
11) Develops positive attitudes related to lifelong learning and identifies individual learning needs and carries out studies to correct them. | |||||||||||||
12) Students will be able to communicate their ideas and solutions both written and orally, and present and publish them on both national and international platforms. | |||||||||||||
13) It uses information and communication technologies together with computer software at the advanced level of European Computer Driving License required by the field. | 1 |
No Effect | 1 Lowest | 2 Average | 3 Highest |
Program Outcomes | Level of Contribution | |
1) | It has a wide range of interdisciplinary approaches to management information systems, primarily business and computer engineering. | 1 |
2) | Comprehends the management information systems in terms of technical, organizational and managerial aspects and uses the current programming language by knowing the logic of programming. | 1 |
3) | Uses different information technologies and systems for understanding and solving various business problems. | 2 |
4) | Interpret the data, concepts and ideas in the field of management information systems with scientific and technological methods. | 1 |
5) | Analyze the needs for an information system and analyze the processes of analysis, design and implementation of the database. | |
6) | Gains technical and managerial contributions to IT projects and takes responsibility. | 1 |
7) | Solve complex business and informatics problems by using various statistical techniques and numerical methods and make analyzes using statistical programs effectively. | |
8) | Uses a foreign language at the B1 General Level in terms of European Language Portfolio criteria according to the level of education. | |
9) | Develops teamwork, negotiation, leadership and entrepreneurship skills. | 2 |
10) | Has universal ethical values, social responsibility awareness and sufficient legal knowledge. | 1 |
11) | Develops positive attitudes related to lifelong learning and identifies individual learning needs and carries out studies to correct them. | 1 |
12) | Students will be able to communicate their ideas and solutions both written and orally, and present and publish them on both national and international platforms. | |
13) | It uses 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 |
Midterms | 1 | % 50 |
Final | 1 | % 50 |
total | % 100 | |
PERCENTAGE OF SEMESTER WORK | % 50 | |
PERCENTAGE OF FINAL WORK | % 50 | |
total | % 100 |
Activities | Number of Activities | Workload |
Course Hours | 14 | 28 |
Midterms | 7 | 41 |
Final | 7 | 45 |
Total Workload | 114 |