Understand the role of IT systems in customer relationship management, and the processes for enhancing customer relationships where companies adopt a customer oriented, process based management techiques.
New technologies in electronic CRM, the basic IT systems used to implement CRM
Vertical Tabs
Course Learning Outcomes
|
Learning Outcomes |
Teaching Methods |
Assessment Methods |
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Defines CRM |
1,2,3 |
A,C |
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Lists types of CRM |
1,2,3 |
A,C |
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Describes how to develop CRM strategy |
1,2,3 |
A,C |
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Lists activities used in CRM implementation |
1,2,3 |
A,C |
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Explains the role of IT in CRM systems |
1,2,3 |
A,C |
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Lists the various CRM activities, processes and how IT systems are being used for implementation |
1,2,3 |
A,C |
Course Flow
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COURSE FLOW |
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|
Week |
Topics |
Study Materials |
|
1) |
Understanding of the CRM Concept |
Course notes |
|
2) |
Data collection with Information Technologies |
Course notes |
|
3) |
Gain Customer Strategies |
Course notes |
|
4) |
Customer loyalty |
Course notes |
|
5) |
Gaining and Earning Strategies |
Course notes |
|
6) |
Evaluation of Customer Services |
Course notes |
|
7) |
Midterm Exam |
|
|
8) |
Salesforce Platform |
Course notes |
|
9) |
Customization Fields and Object |
Course notes |
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10) |
Customization Fields and Object |
Course notes |
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11) |
Getting SF Organization Ready for Users |
Course notes |
|
12) |
Reports and Dashboards |
Course notes |
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13) |
Automation |
Course notes |
|
14) |
Managing Data |
Course notes |
|
15) |
Final Examination |
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Recommended Sources
|
Textbook |
Payne, Adrian (2006), Handbook of CRM: Achieving Excellence in Customer Management. Elsevier. |
|
Additional Resources |
Swift, Ronald (2001), Accelerating Customer Relationships. Using CRM and Relationship Techniques. Upper Saddle River, NJ: Prentice Hall. Kumar V., and Werner J. Reinartz (2006), Customer Relationship Management: A Databased Approach. John Wiley & Sons, Inc. Goldenberg Barton (2002), CRM Automation. Prentice Hall: PTR. Dyche, Jill (2002), The CRM Handbook. Upper Saddle River, NJ: Addison Wesley. |
Material Sharing
|
Documents |
Course slides |
|
Assignments |
Cases |
|
Exams |
Midterm, Final |
Assessment
|
ASSESSMENT SYSTEM |
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|
IN-TERM STUDIES |
NUMBER |
PERCENTAGE |
|
Mid-terms |
1 |
30 |
|
Interm -projects |
|
|
|
Homework |
2 |
30 |
|
Total |
|
60 |
|
Contribution Of Final Examination To Overall Grade |
|
40 |
|
Contribution Of In-Term Studies To Overall Grade |
|
60 |
|
Total |
|
100 |
|
COURSE CATEGORY |
Expertise/Field Courses |
Course’s Contribution to Program
|
No |
Program Öğrenme Çıktıları |
Katkı Düzeyi |
|
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|
1 |
2 |
3 |
4 |
5 |
|
|
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|
1 |
E-Commerce and Technology graduated, Describe contemporary e-Commerce environment |
|
X |
|
|
|
|
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2 |
E-Commerce and Technology graduated, Review concepts and terminology together with processes and management decisions involved |
|
X |
|
|
|
|
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3 |
E-Commerce and Technology graduated, Apply techniques of using of JavaScript, JScript, DHTML, CSS, ASP, XML documents to external resources |
|
|
|
|
X |
|
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4 |
E-Commerce and Technology graduated, Demonstrate an understanding of transforming and presentation languages |
|
|
|
|
X |
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5 |
E-Commerce and Technology graduated, Assess major e-Commerce opportunities, limitations, issues and risks |
|
X |
|
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|
|
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6 |
E-Commerce and Technology graduated, Skills in project and risk management, awareness about importance of entrepreneurship, innovation and long-term development, and recognition of international standards and methodologies. |
|
X |
|
|
|
|
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7 |
E-Commerce and Technology graduated, Recognition of the need for, and the ability to access information, to follow recent developments in science and technology, and to engage in life-long learning. |
|
|
|
|
|
X |
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8 |
E-Commerce and Technology graduated An ability to design, implement and evaluate an information system, component, process or program that meets specified requirements. |
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|
|
|
|
X |
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ECTS
|
ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION |
|||
|
Activities |
Quantity |
Duration |
Total |
|
Course Duration (Including the exam week: 15x Total course hours) |
15 |
3 |
45 |
|
Hours for off-the-classroom study (Pre-study, practice) |
10 |
3 |
30 |
|
Mid-terms |
1 |
15 |
15 |
|
Homework |
1 |
10 |
10 |
|
Final examination |
1 |
15 |
15 |
|
Total Work Load |
|
|
115 |
|
Total Work Load / 30 (h) |
|
|
4.6 |
|
ECTS Credit of the Course |
|
|
6 |