Management Information Systems (English) Preview
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

Course Introduction and Application Information

Course Code:

MIS004

Course Name:

Customer Relationship Management

Semester:

Fall

Course Credits:

ECTS

Language of instruction:

English

Course Condition:

Does the Course Require Work Experience?:

Type of course:

Departmental Elective

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

Mode of Delivery:

E-Learning

Course Coordinator:

Doç. Dr. ŞEBNEM ÖZDEMİR

Course Lecturer(s):

Fazlı Yıldırım

Course Assistants:

Course Objective and Content

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.

Learning Outcomes

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.

Course Flow Plan

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

Sources

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 - Program Learning Outcome Relationship

Course Learning Outcomes	1	2	3
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

Course - Learning Outcome Relationship

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.

Assessment & Grading

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

Workload and ECTS Credit Calculation

Activities	Number of Activities	Workload
Course Hours	14	28
Midterms	7	41
Final	7	45
Total Workload		114