TOROS ÜNİVERSİTESİ
Bilgi Paketi Ders Kataloğu

Course Information

CUSTOMER RELATIONS MANAGEMENT
Code	Semester	Theoretical	Practice	National Credit	ECTS Credit
		Hour / Week
OPS219	Fall	2	0	2	3

Prerequisites and co-requisites
Language of instruction	Turkish
Type	Elective
Level of Course	Associate
Lecturer
Mode of Delivery	Face to Face
Suggested Subject
Professional practise ( internship )	None
Objectives of the Course	Understanding brand strategies in practice, learning branding rules, brand image, learning of positioning concepts and informing them about trademark registration and legal protection
Contents of the Course	Information, examples and applications about brand and brand building, branding strategies, brand image and positioning, branding rules and law abut branding

Learning Outcomes of Course

#	Learning Outcomes
1	Understanding the brand concept, historical phases of branding and the importance of branding
2	Understanding todays branding strategies and rules
3	Understanding the brand name selection, building brand awareness and brand loyalty constitution
4	Understanding buildig brand image, the role of brand positioning and integrated marketing mix in brand building
5	Getting information about barnd registration and law protection 6) Through homework and practices, effectively learning defining, collecting and using data and information, and show that he can learn independently and practice what he/she learns.

Course Syllabus

#	Subjects	Teaching Methods and Technics
1	Emergence of Customer Relationship Management and New Customer Profile in New Economicy	Presentation, Case Study
2	Consept of CRM and its Features	Presentation, Case Study
3	New Dimensions in Customer Relations, and Data Mining in Customer Relationship Management	Presentation, Case Study
4	CRM in E-commerce	Presentation, Case Study
5	Creating Value for Customers, Innovations in Customer Relationship Management	Presentation, Case Study
6	Communication with customers: Reactive Approach - Proactive Approach	Presentation, Case Study
7	Customer Service: Customer Service Concept, Service Quality and Customer Service Systems	Presentation, Case Study
8	Midterm exam	Student Project presantation
9	Strategies on Customer Winning an Retention	Presentation, Case Study
10	5 Regions of Customer Relationship Management	Presentation, Case Study
11	Cross Sales in CRM	Presentation, Case Study
12	Identify Needs For Business Requirements in order to be successfull In CRM Projects	Presentation, Case Study
13	Measuring the CRM, Technological Dimension of CRM	Presentation, Case Study
14	Why CRM doesn't work?	Presentation, Case Study
15	Why CRM doesn't work?	Presentation, Case Study
16	Final Exam	written

Course Syllabus

#	Material / Resources	Information About Resources	Reference / Recommended Resources

Method of Assessment

#	Weight	Work Type	Work Title
1	40%	Mid-Term Exam	Mid-Term Exam
2	60%	Final Exam	Final Exam

Relationship between Learning Outcomes of Course and Program Outcomes

#	Learning Outcomes	Program Outcomes	Method of Assessment
1	Understanding the brand concept, historical phases of branding and the importance of branding	7͵8	1
2	Understanding todays branding strategies and rules	7͵8͵10	1
3	Understanding the brand name selection, building brand awareness and brand loyalty constitution	7͵8͵10	1͵2
4	Understanding buildig brand image, the role of brand positioning and integrated marketing mix in brand building	7͵8͵10	2
5	Getting information about barnd registration and law protection 6) Through homework and practices, effectively learning defining, collecting and using data and information, and show that he can learn independently and practice what he/she learns.	7͵8͵10	2

PS. The numbers, which are shown in the column Method of Assessment, presents the methods shown in the previous table, titled as Method of Assessment.

Work Load Details

#	Type of Work	Quantity	Time (Hour)	Work Load
1	Course Duration	14	2	28
2	Course Duration Except Class (Preliminary Study, Enhancement)	14	2	28
3	Presentation and Seminar Preparation	0	0	0
4	Web Research, Library and Archival Work	0	0	0
5	Document/Information Listing	0	0	0
6	Workshop	0	0	0
7	Preparation for Midterm Exam	1	1	1
8	Midterm Exam	1	1	1
9	Quiz	0	0	0
10	Homework	0	0	0
11	Midterm Project	0	0	0
12	Midterm Exercise	0	0	0
13	Final Project	0	0	0
14	Final Exercise	0	0	0
15	Preparation for Final Exam	1	1	1
16	Final Exam	1	1	1
				60