GAZI UNIVERSITY INFORMATION PACKAGE - 2019 ACADEMIC YEAR

COURSE DESCRIPTION
CUSTOMER RELATIONSHIP MANAGEMENT/BNK-403
Course Title: CUSTOMER RELATIONSHIP MANAGEMENT
Credits 3 ECTS 6
Semester 7 Compulsory/Elective Elective
COURSE INFO
 -- LANGUAGE OF INSTRUCTION
  Turkish
 -- NAME OF LECTURER(S)
  Lecturer Ph.D.Gülkadriye KARAKAYA EREN
 -- WEB SITE(S) OF LECTURER(S)
  http://www.websitem.gazi.edu.tr/site/gkarakaya
 -- EMAIL(S) OF LECTURER(S)
  gkarakaya@gazi.edu.tr
 -- LEARNING OUTCOMES OF THE COURSE UNIT
To have basic knowledge about customer relations, To have basic knowledge about sales and quality
To be able to adopt the quality rule in customer relations.
 -- MODE OF DELIVERY
   Face to Face Training
 -- 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  CUSTOMER RELATIONS MANAGEMENT GENERAL CONCEPTS
2. Week  CUSTOMER RELATIONS MANAGEMENT GENERAL CONCEPTS continued
3. Week  CUSTOMER-ORIENTED MANAGEMENT AND STAGES
4. Week  CUSTOMER-ORIENTED MANAGEMENT AND STAGES continued
5. Week  MARKETING AND SALES TOTAL QUALITY MANAGEMENT (TQM)
6. Week  MARKETING AND SALES TOTAL QUALITY MANAGEMENT (TQM) contiuned
7. Week  Midterm exam
8. Week  DETERMINATION OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY
9. Week  CUSTOMER RELATIONS MANAGEMENT AND CUSTOMER SERVICES
10. Week  CUSTOMER RELATIONS MANAGEMENT AND COMMUNICATION
11. Week  CUSTOMER RELATIONS MANAGEMENT AND COMMUNICATION continued
12. Week  MEASURING CUSTOMER RELATIONS
13. Week  CUSTOMER ACQUISITION AND RETENTION
14. Week  General evaluation
15. Week  General evaluation
16. Week  Final Sınavı
 -- RECOMMENDED OR REQUIRED READING
  -
 -- PLANNED LEARNING ACTIVITIES AND TEACHING METHODS
  Lecture
 -- WORK PLACEMENT(S)
  -
 -- ASSESSMENT METHODS AND CRITERIA
 
Quantity
Percentage
 Mid-terms
1
0
 Assignment
0
0
 Exercises
0
0
 Projects
0
0
 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
3
48
 Practising Hours of Course Per Week
0
 Reading
16
2
32
 Searching in Internet and Library
16
1
16
 Designing and Applying Materials
0
 Preparing Reports
10
3
30
 Preparing Presentation
0
 Presentation
10
2
20
 Mid-Term and Studying for Mid-Term
0
 Final and Studying for Final
0
 Other
0
 TOTAL WORKLOAD: 
146
 TOTAL WORKLOAD / 25: 
5.84
 ECTS: 
6
 -- COURSE'S CONTRIBUTION TO PROGRAM
NO
 PROGRAM LEARNING OUTCOMES
1
2
3
4
5
1Use mathematical and graphical tools in the field of insurance
2Understand the basic concepts and assumptions related to the science of insuranceX
3Use methods, techniques and tools necessary for the analysis and modelling of economic data to ensure and evaluate the obtained results
4Describe the structure and properties of the markets in economyX
5Make predictions about the relationships between economic and financial variables
6Analyze and comment on current economic eventsX
7Comment on Insurance SectorX
8Analyze the insurance companies and the insurance sector within the framework of economic, financial and accounting data
9Have the ability to develop solutions for social problemsX
10Have the ability to do inter-disciplinary research and study