Meslek Yüksekokulları Yönetim Kurullarının görevlendirdiği öğretim elemanları.
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Contactinformation of the Course Coordinator:
Öğr. Gör. İsmail ÇAKMAK B.U.Ü. Orhaneli Meslek Yüksekokulu 0 (224) 294 26 86 - 62424
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Website:
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Objective of the Course:
Relating the usable information concerning customer relations under the intensive competitive requirements from the point of marketing and sales with application examples.
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Contribution of the Course to Professional Development
In this course, students will learn about how the relationships between business and customers should be regulated.
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Learning Outcomes:
1
To be able to describe customer relations;
2
To be able to explain customer relations management;
3
To be able to establish empathy with the customers and build relations accordingly. ;
4
To be able to design the activities for the acquisition and retention of customers;
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To be able to form customer dependence and loyalty;
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To be able to design customer relations management;
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To be able to manage customer complaints;
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To be able to asses and interpret the customer relations;
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Course Content:
Week
Theoretical
Practical
1
The Concept of Customer Relations and Its Importance
2
Development of Customer Relations Management
3
Components of Customer Relations
4
Communication with Customers
5
Customer Service and Service Quality
6
Customer Satisfaction and Loyalty
7
Acquisition and Retention of Customers
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Customer Relations Management Process
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Customer Relations Management Process
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Gathering and Analyzing Customer Data
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Developing Customer Relations Programs
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Customer Relations Practices
13
Customer Complaint Management
14
Assessment of Customer Relations
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Textbooks, References and/or Other Materials:
Satışta ve Pazarlamada Müşteri ilişkileri Yönetimi Prof. Dr Yavuz Odabaşı Sistem Yayınları Müşteri İlişkileri Eğitimi Doc. Dr Erdoğan Taşkın Papatya yayınları CRM - Müşteri İlişkileri Yönetimi ve Pazarlama İletişimi Fazlı Yıldırım , Uğur Cevdet Panayırcı Papatya Bilim Yayınevi
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Assesment
TERM LEARNING ACTIVITIES
NUMBER
PERCENT
Midterm Exam
1
40
Quiz
0
0
Homeworks, Performances
0
0
Final Exam
1
60
Total
2
100
Contribution of Term (Year) Learning Activities to Success Grade
40
Contribution of Final Exam to Success Grade
60
Total
100
Measurement and Evaluation Techniques Used in the Course
Measurement and evaluation is carried out according to the principles of Bursa uludag University Associate and Undergraduate Education Regulation.
Information
Results are determined with the letter grade determined by the student automation system.
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ECTS / WORK LOAD TABLE
Activites
NUMBER
TIME [Hour]
Total WorkLoad [Hour]
Theoretical
14
2
28
Practicals/Labs
0
0
0
Self Study and Preparation
14
2
28
Homeworks, Performances
0
0
0
Projects
0
0
0
Field Studies
0
0
0
Midtermexams
1
14
14
Others
0
0
0
Final Exams
1
20
20
Total WorkLoad
90
Total workload/ 30 hr
3
ECTS Credit of the Course
3
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CONTRIBUTION OF LEARNING OUTCOMES TO PROGRAMME QUALIFICATIONS
