| Code: SK 219 |
Course Title: CUSTOMER RELATIONSHIP MANAGEMENT |
Theoretical+Practice: 2+0 |
ECTS: 3 |
|
| Year/Semester of Study |
2 / Fall Semester |
| Level of Course |
Short Cycle Degree Programme |
| Type of Course |
Optional |
| Department |
SAĞLIK KURUMLARI İŞLEMECİLİĞİ |
| Pre-requisities and Co-requisites |
None |
| Mode of Delivery |
Face to Face |
| Teaching Period |
14 Weeks |
| Name of Lecturer |
ALİ RIZA ÖZDEMİR (ozdemirali@nevsehir.edu.tr) |
| Name of Lecturer(s) |
GÜLÇİN ÇALIŞKAN, |
| 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 |
They can describe the concepts of customer relationship and their features. |
PO-18 Knows the institutions and organizations within the health system, and acts in accordance with the laws, regulations and legislation regarding his/her duties, rights and responsibilities in the health field.
|
Examination
|
| LO-2 |
Explain the importance of customer relationship management, and the impact of competitive advantage. |
PO-10 Willing to help his/her colleagues.
PO-15 Is open to change and innovation.
|
Examination
|
| LO-3 |
Can explain the importance of service quality in customer relations. |
PO-15 Is open to change and innovation.
PO-16 Has sufficient awareness in health field about individual and public health, environmental protection and occupational safety.
|
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.
3
6
7
8 mid-term exam
9
10
11
|
| 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
15 |
| 14 |
Benchmarking. |
Lecturing. |
| 15 |
Example of customer understanding and evaluating research. |
Lecturing |
| 16 |
final exam |
|
| Recommend Course Book / Supplementary Book/Reading |
| 1 |
Demirel, Y. (2006), Müşteri İlişkileri Yönetimi ve Bilgi Paylaşımı, IQ Kültür Sanat Yayıncılık, İstanbul. |
| 2 |
Odabaşı, Y. (2000), Satış ve Pazarlamada Müşteri İlişkileri, Sistem Yayıncılık, İstanbul. |
| Required Course instruments and materials |
|
