| Code: BYS116 |
Course Title: CONSUMER RELATIONS MANAGEMENT |
Theoretical+Practice: 2+0 |
ECTS: 3 |
|
| Year/Semester of Study |
1 / Spring Semester |
| Level of Course |
Short Cycle Degree Programme |
| Type of Course |
Optional |
| Department |
OFFICE SERVICES AND SECRETARIAT |
| Pre-requisities and Co-requisites |
None |
| Mode of Delivery |
Face to Face |
| Teaching Period |
14 Weeks |
| Name of Lecturer |
HURİ NUR ANAHTAR (nuranahtar@nevsehir.edu.tr) |
| Name of Lecturer(s) |
|
| Language of Instruction |
Turkish |
| Work Placement(s) |
None |
| Objectives of the Course |
| In today's highly competitive environment, retain existing customers and attract new customers, have been extremely important in terms of business to sustain life. This course introduces students the importance of customer relations and the role of business continuity, and management of the necessity of creating a customer-focused culture tried to explain. |
| Learning Outcomes |
PO |
MME |
| The students who succeeded in this course: |
|
|
| LO-1 |
can they describe the concepts of customer relationship and their features. |
PO-2 Skills for problem defining, modelling and solving related to profession
|
Examination
|
| LO-2 |
Can explain the importance of customer relationship management, and the impact of competitive advantage. |
PO-2 Skills for problem defining, modelling and solving related to profession
|
Examination
|
| LO-3 |
Can explain the importance of service quality in customer relations. |
PO-2 Skills for problem defining, modelling and solving related to profession
PO-9 Ability to analyse and plan problem solving process.
|
Examination
|
| LO-4 |
Can provide excellent customer service. |
PO-2 Skills for problem defining, modelling and solving related to profession
PO-9 Ability to analyse and plan problem solving process.
PO-10 Being independent, using initiative and creative ability
|
Examination
|
PO: Programme Outcomes
MME:Method of measurement & Evaluation |
| Course Contents |
| In this course, the concept of customer relationship management, customer relationship development and customer service, to gain customer and retention, customer relations, such as measuring the effects of activities will be discussed. |
| Weekly Course Content |
| Week |
Subject |
Learning Activities and Teaching Methods |
| 1 |
Customer Relationship Concept, Definition and Features. |
Lecturing. |
| 2 |
The Importance of Customer Relationship Management and the Impact of competitive advantage. |
Lecturing,discussion. |
| 3 |
Creating Value for Customers and customer orientation. |
Lecturing,question-answer. |
| 4 |
Communication with customers and Communication Skills Development Patterns. |
Lecturing,discussion. |
| 5 |
The concept of quality of service and preparation checklist for customer service. |
Lecturing. |
| 6 |
To gain customer, customer retention and development of Customer Retention Programs. |
Lecturing,discussion. |
| 7 |
Strategies for to gain back lost customers. |
Lecturing,discussion. |
| 8 |
mid-term exam |
|
| 9 |
Customer complaints and consideration of customer complaints. |
Lecturing,question-answer. |
| 10 |
To provide excellent customer service and service quality in customer relations. |
Lecturing. |
| 11 |
Customer Relationship Measurement Techniques. |
Lecturing. |
| 12 |
Critical event technique in customer relations. |
Lecturing. |
| 13 |
Customer Relations Survey. |
Lecturing,discussion. |
| 14 |
Benchmarking. |
Lecturing. |
| 15 |
Example of customer understanding and evaluating research. |
Lecturing,question-answer. |
| 16 |
final exam |
|
| Recommend Course Book / Supplementary Book/Reading |
| 1 |
Demirel, Y. (2007). Müşteri ilişkileri yönetimi ve bilgi paylaşımı. IQ Kültür Sanat Yayıncılık. |
| 2 |
Odabaşı, Y. (2004). Satış ve pazarlamada müşteri ilişkileri yönetimi. Sistem Yayıncılık. |
| Required Course instruments and materials |
| Lecture notes and projection machine. |
