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
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 be able to know the marketing process and its environment by having the theoretical knowledge in marketing.

2

To be able to carry out marketing activities within the framework of the relevant legislation provisions by recognizing the documents related to marketing.

3

To be able to use the modern techniques, tools and information technologies required for marketing-related applications.

4

To be aware of the sales organizations, sales management and sales techniques and manage the sales process and solve the possible problems that may arise.

5

To be able to analyse the customer behaviour and use this information at the local and global scenarios.

6

To be able to determine and effectively use the marketing related applications for modern techniques, tools and information technologies.

7

To be able to communicate effectively in oral and written form.

8

To be able to work effectively with multi-disciplinary teams, and apply them in the work environment.

9

To have a wide acquaintance with the math skills and statistical knowledge required for the vocational area.

10

To be able to follow the information in the field and communicate with colleagues by using English at the general level of European Language Portfolio A2.

11

To be able to act as an example to the society by the needs of social life and with its attitudes and attitudes.

12

To have the ability of occupational information synthesizing, analysing, interpreting, questioning, criticism, and to understand the professional legal regulations to adopt a lifelong learning approach accordingly.

13

To be able to direct his/her education to a further level of education.

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