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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TUR 4006 CUSTOMER RELATIONSHIP MANAGEMENT COMPULSORY 3 0 0 5

Offered By

Tourism and Hotel Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASISTANT PROFESSOR YEŞIM COŞAR

Offered to

Tourism and Hotel Management

Course Objective

to implement Customer Relationship Management in Enterprises

Learning Outcomes of the Course Unit

1   To make sense of Relational Marketing 2   to implement relationship marketing in enterprices. 3   To understand the contribution of Customer Relationship Management in Marketing 4   Interpret the importance of customer relations management process 5   Interpret Sample Customer Relationship Management events

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Introduction to the course 2 development of a strategic framework for Customer Relationship Management 3 Strategy development process 4 Creating added value-prosess 5 Information management process 6 Performance Evaluation Process 7 Midterm Exam 8 Midterm Exam 9 Customers identification 10 Interact with customers: strategy of working together with the customer 11 Learning the use of tools to interact to build relationships 12 Privacy and customer feedback 13 Learning relationships for mass customization 14 Customer-based initiatives to measure success 15 Final Exam 16 Final Exam

Recomended or Required Reading

Textbook(s): Adrian Payne, HANDBOOK OF CRM: Achieving Excellence in Customer Management, Elsevier, Don Peppers, Martha Rogers, Managing Customer Relationships: A Strategic Framework, John Wiley & Sons, Inc.

Planned Learning Activities and Teaching Methods

lecture is given theorically

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FIN FINAL EXAM 3 FCG FINAL COURSE GRADE MTE * 0.40 + FIN * 0.60 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.40 + RST * 0.60

Further Notes About Assessment Methods

None

Assessment Criteria

Evaluating mid-term and final exam and presantation of students

Language of Instruction

Turkish

Course Policies and Rules

Each student is responsible for obtaining all handouts, announcements, and schedule changes. All students have to obey the rules declared by the instructor It s obligatory for the students to deliver homeworks and projects on time

Contact Details for the Lecturer(s)

ceylan.alkan@deu.edu.tr

Office Hours

Tuesday-Wednesday:13.00-16.00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 12 3 36 Preparations before/after weekly lectures 13 2 26 Preparation for midterm exam 1 10 10 Preparation for final exam 1 15 15 Preparation for quiz etc. 1 10 10 Preparing assignments 1 20 20 Project Preparation 1 10 10 Midterm 1 1 1 Final 1 1 1 TOTAL WORKLOAD (hours) 129

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 PO.13 PO.14 PO.15 PO.16 LO.1 5 LO.2 5 LO.3 5 5 LO.4 5 LO.5 5