GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
CUSTOMER RELATIONSHIP MANAGEMENT/TUR 472
Course Title: CUSTOMER RELATIONSHIP MANAGEMENT
Credits 2 ECTS 5
Semester 8 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  Turkish
 -- NAME OF LECTURER(S)
   Assist. Prof. Evren Güçer
 -- WEB SITE(S) OF LECTURER(S)
   http://websitem.gazi.edu.tr/site/evrengucer
 -- EMAIL(S) OF LECTURER(S)
  evrengucer@gazi.edu.tr
 -- LEARNING OUTCOMES OF THE COURSE UNIT
Describes the main concepts of consumer reklations.
Knows the consumer satisfaction process.
Knows the importance of consumer loyalty in companies.
Comprehends the role of consumer relations in relationship marketing.
Comprehends the role of consumer relations in total quality management.
Knows the consumer value.
Descrbes the importants consumer relations in communication.


 -- MODE OF DELIVERY
  The mode of delivery of this course is Face to face
 -- PREREQUISITES AND CO-REQUISITES
  There is no prerequisite or co-requisite for this course.
 -- RECOMMENDED OPTIONAL PROGRAMME COMPONENTS
  There is no recommended optional programme component for this course.
 --COURSE CONTENT
1. Week  The main concepts of costumer relationship
2. Week  The added value of costumer relationship in marketing.
3. Week  Techniques of the development of costumer relationship
4. Week  Customer relationship and the characteristics
5. Week  New dimensions in costumer relationship
6. Week  Value creating in costumer relationship
7. Week  Communication Techniques
8. Week  Art of creating communication with costumers
9. Week  Midterm Exam
10. Week  Costumer servicec
11. Week  Costumer services and qualification
12. Week  Gaining costumer
13. Week  Keeping costumer
14. Week  Measurement of costumer relationship
15. Week  Costumer relationships and organizational culture
16. Week  Final exam
 -- RECOMMENDED OR REQUIRED READING
  Aktepe,C., Baş M., ve Tolon M., “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 2009. Odabaşı Y., “Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi”, Sistem Yayıncılık, 2006. Yılmaz A., Ersoy A., Argan F.A., “Perakendecilikte Müşteri İlişkileri Yönetimi, Anadolu Üniversitesi Yayınları, 2006.
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
  Lecture, Question & Answer,
 -- WORK PLACEMENT(S)
  None
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
1
40
 Assignment
7
50
 Exercises
0
0
 Projects
1
10
 Practice
0
0
 Quiz
0
0
 Contribution of In-term Studies to Overall Grade  
40
 Contribution of Final Examination to Overall Grade  
60
 -- WORKLOAD
 Efficiency  Total Week Count  Weekly Duration (in hour)  Total Workload in Semester
 Theoretical Study Hours of Course Per Week
16
2
32
 Practising Hours of Course Per Week
0
0
0
 Reading
8
1
8
 Searching in Internet and Library
8
1
8
 Designing and Applying Materials
0
0
0
 Preparing Reports
1
15
15
 Preparing Presentation
0
0
0
 Presentation
0
0
0
 Mid-Term and Studying for Mid-Term
1
20
20
 Final and Studying for Final
1
30
30
 Other
1
12
12
 TOTAL WORKLOAD: 
125
 TOTAL WORKLOAD / 25: 
5
 ECTS: 
5
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1He/she has information about structure, functioning and the importance of country development of recreation areaX
2She/he has comprehensive and systematic knowledge about concepts and theories in the area of recreationX
3He/she can follow the information about the field of study by using at least a foreign language at the level of European Language Portfolio B2 and make communication
4He/she communicate as written, verbal and nonverbal and perform the ability of presentation besides the using Turkish effectivelyX
5He/she defines the information and data as professional sense and synthesizes, analyze, interpret and evaluate.X
6He/she uses the knowledge that they have in the solution of problemsX
7He/she evaluates Democracy, human rights, social, scientific, cultural and professional ethics values with the a critical perspective and develops appropriate behaviors
8He/she uses both basic andthe information and communication technologies of their field of study with advanced softwareX
9He/she has knowledge about principles and facts concerning recreationX
10He/she has practical and theoretical information that are required to effectively manage the Recreation businessesX
11He/she knows and practice the things related with recreation areas with the relevant national and international legal regulations and professional standardsX
12He/she has knowledge about Recreation area with access to relevant scientific information, new studies, monitoring, evaluation and implementationX
13He/she has the information of individual differences that are required in the design and implementation of recreation space-related programsX
14He/she has information about national and international the situation in different cultures related the recreation areaX
15He/she plans recreation programs and physical activity by taking into account differences and environmental opportunities and uses right methods and techniques in appropriate with theoretical / scientific basisX
16He/she develops recommendation concerning the things he/she face the problem situations’ solutions in the area where recreation programs are performedX
17He/she uses and comments Periodicals national and international organizations reports related to recreation areasX
18He/she has Critical thinking, creative thinking and problem solving skillX
19He/she works in order to contribute the development of the project that are protection of health, physical, mental, emotional, spiritual, and social development through participation in recreational activities independently or as a team member and manages the teamX
20He/she has competence and skills of first intervention the health problems that may occur in recreational areasX