Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
7ISL499Customer Relationship Management3+0+03629.07.2025

 
Course Details
Language of Instruction Turkish
Level of Course Unit Bachelor's Degree
Department / Program Business
Type of Program Formal Education
Type of Course Unit Elective
Course Delivery Method Face To Face
Objectives of the Course Teaching customer-related concepts such as customer retention, acquisition, and measuring customer relationships
Course Content Customer relationship development and customer service, communication with customers, Customer acquisition and retention, Customer relationship measurement, Organizational culture and change.
Course Methods and Techniques Lecture, discussion, case study, question-answer,
Prerequisites and co-requisities None
Course Coordinator Asist Prof. İsmail Özdemir iozdemir@gedik.edu.tr
Name of Lecturers None
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources MÜŞTERİ İLİŞKİLERİ YÖNETİMİ-PRF.DR.YAVUZ ODABAŞI
Course Notes MÜŞTERİ İLİŞKİLERİ YÖNETİMİ-PRF.DR.YAVUZ ODABAŞI
Documents MÜŞTERİ İLİŞKİLERİ YÖNETİMİ-PRF.DR.YAVUZ ODABAŞI

Course Category
Social Sciences %100

Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Final examination 1 % 60
Total
2
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 14 3 42
Hours for off-the-c.r.stud 14 3 42
Presentation 1 24 24
Mid-terms 1 15 15
Final examination 1 30 30
Total Work Load   Number of ECTS Credits 6 153

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Knows the concepts related to the customer relationship management process.
2 Knows customer retention and lost customer acquisition programs.
3 Recognizes the customer value management process.
4 Recognizes customer loyalty programs
5 Recognizes and selects information technologies suitable for the customer relationship management process

 
Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 Customer relations concept
2 New dimensions of customer relations
3 Communication with customers
4 Customer service
5 Customer acquisition and retention
6 Customer complaints
7 Customer satisfaction and gaining lost customers
8 Use of technology in customer relationship management
9 Focus group discussions
10 Advisory panels
11 Customer relations survey
12 Creating a customer-oriented culture in businesses
13 Examples and applications
14 Example and applications-2

 
Contribution of Learning Outcomes to Programme Outcomes
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10
All 5 2 1 1 5 2 3 1
C1 5 1 1 1 4 2 3 1
C2 5 2 1 1 5 2 3 1
C3 5 3 1 1 5 2 3 1
C4 5 3 1 1 5 2 3 1
C5 5 2 1 1 5 2 3 5

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  https://obs.gedik.edu.tr/oibs/bologna/progCourseDetails.aspx?curCourse=265006&curProgID=5735&lang=en