COURSE INTRODUCTION AND APPLICATION INFORMATION

Course Name
Customer Relations Management
Code
Semester
Theory
(hour/week)
Application/Lab
(hour/week)
Local Credits
ECTS
HYHY 209
Fall
3
0
3
5
Prerequisites
None
Course Language
Turkish
Course Type
Required
Course Level
Short Cycle
Mode of Delivery -
Teaching Methods and Techniques of the Course
Course Coordinator -
Course Lecturer(s)
Assistant(s) -
Course Objectives By examining key issues related to customer expectations and behavior, customer satisfaction, complaint management and customer acquisition knowledge and experience to be able to examine the concepts and ideas related to problems in olmak.havacılık sector, to interpret the data, and develop solutions based on research.
Learning Outcomes The students who succeeded in this course;
  • will be able to know about customer complaints management.
  • will be able to understand customer value management process.
  • will be able to learn about customer loyalty programs.
  • will be able to recognize the practices and behaviors of flight service failures in aviation sector
  • Will be able to define the responsibilities that are necessary for all the stages of complex and simple operation environment.
Course Description CRM and the importance of behavior in flight and service disruptions, online and traditional customer behavior, the cost of customer complaints, problem solving and complaint management
Related Sustainable Development Goals

 



Course Category

 Core Courses
X
Major Area Courses
Supportive Courses
Media and Managment Skills Courses
Transferable Skill Courses

 

WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES

Week Subjects Required Materials
1 Course introduction and getting know each other Why do we need CRM – History of CRM- What is CRM, what is not No preparation needed.
2 Customer centric approach-Targeting- Customer experience management (CEM) Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. (s.8-19)
3 Strategy & CRM – Customer strategy – Customer Services- CRM strategy– B2B, B2C CRM Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795.(s. 26- 30)
4 CRM value – Customer value – profitable customers– customer life time (CLT) Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. (s.37-40)
5 Segmentation, Behavioural segmentation Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2. (s.37-41)
6 Customer loyalty, RFM analysis, Customer satisfaction surveys – Cross & Up sales Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. (s.20- 25)
7 Midterm exam
8 Campaign & channel management – Campaign assessment- Opportunity management Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2.(s.71- 72)
9 CRM Systems – Data mining – Selecting right tool & Return of Investment (ROI) – Data analysis Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. (s.73- 93)
10 CRM Workflow– Sales force automation – Cloud systems Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795.(s.73- 93)
11 Customer complaint & management – Customer retention Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. (s. 98-114)
12 Passenger rights practices principles Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795.
13 Presentation Week
14 Presentation Week
15 Review of the semester Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2.
16 Final Exam
Course Notes/Textbooks

Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795.

Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2.
Suggested Readings/Materials

 

EVALUATION SYSTEM

Semester Activities Number Weigthing
Participation
16
10
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
Presentation / Jury
1
20
Project
Seminar / Workshop
Oral Exam
Midterm
1
30
Final Exam
1
40
Total

Weighting of Semester Activities on the Final Grade
3
60
Weighting of End-of-Semester Activities on the Final Grade
1
40
Total

ECTS / WORKLOAD TABLE

Semester Activities Number Duration (Hours) Workload
Course Hours
(Including exam week: 16 x total hours)
16
3
48
Laboratory / Application Hours
(Including exam week: 16 x total hours)
16
Study Hours Out of Class
16
3
48
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
Presentation / Jury
1
10
Project
Seminar / Workshop
Oral Exam
Midterms
1
10
Final Exams
1
20
    Total
136

 

COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP

#
 Program Competencies/Outcomes
* Contribution Level
1
2
3
4
5
1

To have knowledge of the theory, concept, method and tools that constitute the basis of ground services

 X
2

To have knowledge of the departments and equipment of the ground services and perform the regulations of ramp and apron

 X
3

To have knowledge of the relationship between aviation and meteorology and reporting

 X
4

To have knowledge of the factors affecting human performance and the basic concepts in aviation safety

 X
5

To have knowledge of the concepts of international aviation organizations, authority regulations, passenger and travel

 X
6

To perform dangerous goods, cargo, packaging, labelling and loading regulations

 X
7

To have knowledge of packed programmes on ticketing

 X
8

To have the skill of practical reasoning and right decision making against the problems encountered at daily operational activities

 X
9

To take the responsibility as an individual and a team worker; To communicate efficiently both verbal and written; To be positive, self-confident    and open to criticism; To work effectively and efficiently

 X
10

To use a foreign language to track information related to the ground services and communicate with colleagues

 X
11

To use informative and communicative technologies that are required in the area of ground services in aviation

 X

*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest