Mechanical Engineering
Course Details
KTO KARATAY UNIVERSITY
Faculty of Engineering
Programme of Mechanical Engineering
Course Details
Faculty of Engineering
Programme of Mechanical Engineering
Course Details
| Course Code | Course Name | Year | Period | Semester | T+A+L | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| MAK8407 | Customer Relations Management | 4 | Spring | 8 | 2+0+0 | 2 | 2 |
| Course Type | Elective |
| Course Cycle | Bachelor's (First Cycle) (TQF-HE: Level 6 / QF-EHEA: Level 1 / EQF-LLL: Level 6) |
| Course Language | Turkish |
| Methods and Techniques | - |
| Mode of Delivery | Face to Face |
| Prerequisites | - |
| Coordinator | - |
| Instructor(s) | - |
| Instructor Assistant(s) | - |
Course Content
Importance of customer relationship management / CRM culture and restructuring / Integration of human resources and customer relationship management / New dimensions of customer relations / Customer acquisition / Customer relationship measurement / Organizational culture and change / Customer-oriented management approach
Objectives of the Course
- Comprehend the importance of customer relationship management - Make customer relationship management an organizational culture - Learn how to win and hold customers - Integrate human resources management with customer relations
Contribution of the Course to Field Teaching
| Basic Vocational Courses | |
| Specialization / Field Courses | |
| Support Courses | |
| Transferable Skills Courses | |
| Humanities, Communication and Management Skills Courses |
Weekly Detailed Course Contents
| Week | Topics |
|---|---|
| 1 | 1 Customer Relations Concept and Features |
| 2 | 2 Customer Communication Formats |
| 3 | 3 Empathic Communication with Customers |
| 4 | 4 Customer Service and Service Quality |
| 5 | 5 Customer Satisfaction and Loyalty |
| 6 | 6 Customer acquisition and retention techniques |
| 7 | 7 Basic Concepts of Customer Relations (CRM) |
| 8 | 8 mid-term exam |
| 9 | 9 Midterm Exam 1 |
| 10 | 10 Customer Complaint Management Process |
| 11 | 11 Customer Relationship Measurement |
| 12 | 12 Customer Relationship Measurement |
| 13 | 13 Organizational Culture and Change / Creation of Customer Culture |
| 14 | 14 Use of Information Technologies in Customer Relationships |
| 15 | 15 Final |
Textbook or Material
| Resources | Müşteri İlişkileri Yönetimi, Prof.Dr.Yavuz ODABAŞI |
Evaluation Method and Passing Criteria
| In-Term Studies | Quantity | Percentage |
|---|---|---|
| Attendance | - | - |
| Laboratory | - | - |
| Practice | - | - |
| Field Study | - | - |
| Course Specific Internship (If Any) | - | - |
| Homework | - | - |
| Presentation | - | - |
| Projects | - | - |
| Seminar | - | - |
| Quiz | - | - |
| Listening | - | - |
| Midterms | - | - |
| Final Exam | - | - |
| Total | 0 (%) | |
ECTS / Working Load Table
| Quantity | Duration | Total Work Load | |
|---|---|---|---|
| Course Week Number and Time | 0 | 0 | 0 |
| Out-of-Class Study Time (Pre-study, Library, Reinforcement) | 0 | 0 | 0 |
| Midterms | 0 | 0 | 0 |
| Quiz | 0 | 0 | 0 |
| Homework | 0 | 0 | 0 |
| Practice | 0 | 0 | 0 |
| Laboratory | 0 | 0 | 0 |
| Project | 0 | 0 | 0 |
| Workshop | 0 | 0 | 0 |
| Presentation/Seminar Preparation | 0 | 0 | 0 |
| Fieldwork | 0 | 0 | 0 |
| Final Exam | 0 | 0 | 0 |
| Other | 0 | 0 | 0 |
| Total Work Load: | 0 | ||
| Total Work Load / 30 | 0 | ||
| Course ECTS Credits: | 0 | ||