E-Commerce and Marketing
Course Details
KTO KARATAY UNIVERSITY
Trade and Industry Vocational School
Programme of E-Commerce and Marketing
Course Details
Trade and Industry Vocational School
Programme of E-Commerce and Marketing
Course Details
| Course Code | Course Name | Year | Period | Semester | T+A+L | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| 08021114 | Customer Relationship Management in E-Commerce | 1 | Spring | 2 | 3+0+0 | 5 | 5 |
| Course Type | Elective |
| Course Cycle | Associate (Short Cycle) (TQF-HE: Level 5 / QF-EHEA: Short Cycle / EQF-LLL: Level 5) |
| Course Language | Turkish |
| Methods and Techniques | - |
| Mode of Delivery | Face to Face |
| Prerequisites | - |
| Coordinator | - |
| Instructor(s) | Lect. Hacer DUYGU |
| Instructor Assistant(s) | - |
Objectives of the Course
The aim of the Customer Relationship Management in E-Commerce course is to teach students the concepts and strategies of customer relationship management in digital environments, and to develop their skills in enhancing customer satisfaction, building loyalty, and establishing effective communication on e-commerce platforms. The course seeks to enable students to analyze customer data, make informed decisions, and develop customer-focused solutions within e-commerce processes.
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 | The Conceptual Framework of Customer Relationship Management |
| 2 | Types of Customers |
| 3 | Customer Satisfaction, Loyalty, and Value in CRM |
| 4 | Information Management Process in CRM and the Benefits of Information Management for Businesses |
| 5 | Communication in CRM: Concept and Importance of Communication, Features of Communication, Communication Process, Communication with Customers and Its Importance, Factors Affecting Customer Communication |
| 6 | CRM and Customer Services: Concept and Importance of Customer Service, Customer Service System and Strategy |
| 7 | Planning and Implementation Process in CRM: Planning Customer Relationship Management, CRM and Strategy, CRM Implementation Process, Implementation Phase in CRM, Failure Factors in CRM |
| 8 | Measurement of Customer Relationships: Importance of Measuring Customer Relationships in Businesses, Methods Used to Measure Customer Satisfaction in CRM |
| 9 | Organizational Culture and Organizational Change in CRM: Organizational Culture, Creating a Customer-Oriented Organizational Culture, Customer-Oriented Organizational Structures, Customer-Oriented Change Management |
| 10 | The Future of CRM and Social Customer Relationship Management: Emergence of Social Customer Relationship Management, Definition and Benefits of Social Customer Relationship Management |
| 11 | Methods Used to Incentivize Customers: Customer Incentives, Sales Promotion Practices Used to Incentivize Customers, Methods Used to Acquire Customers |
| 12 | Problems and Solutions in Customer Relationships: Issues That May Occur Before, During, and After Sales, Options for Customers Facing Problems, Complaint Decision and Tolerance Level |
| 13 | Complaint Management in CRM: Resolution of Complaints, Escalation of Complaints, and the Resolution Process |
| 14 | Sector-Based CRM Practices in Turkey |
Textbook or Material
| Resources | Customer Relationship Management: The Key to Success in Marketing and Competition (Ercan ÇİÇEK, Eğitim Publishing) |
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 | 14 | 3 | 42 |
| Out-of-Class Study Time (Pre-study, Library, Reinforcement) | 4 | 10 | 40 |
| Midterms | 1 | 40 | 40 |
| 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 | 1 | 40 | 40 |
| Other | 0 | 0 | 0 |
| Total Work Load: | 162 | ||
| Total Work Load / 30 | 5,40 | ||
| Course ECTS Credits: | 5 | ||