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Course Code: 
ETT 322
Course Period: 
Spring
Course Type: 
Core
P: 
3
Application: 
0
Credits: 
3
ECTS: 
6
Course Language: 
İngilizce
Course Objectives: 

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.

Course Content: 

New technologies in electronic CRM, the basic IT systems used to implement CRM

Course Methodology: 
1: Lecture, 2: Question-Answer, 3: Discussion, 4: Simulation, 5: Case Study
Course Evaluation Methods: 
A: Testing, B: Presentation, C: Homework, D: Project, L:Laboratory

Vertical Tabs

Course Learning Outcomes

Learning Outcomes

Teaching Methods

Assessment Methods

Defines CRM

1,2,3

A,C

Lists types of CRM

1,2,3

A,C

Describes how to develop CRM strategy

1,2,3

A,C

Lists activities used in CRM implementation

1,2,3

A,C

Explains the role of IT in CRM systems

1,2,3

A,C

Lists the various CRM activities, processes and how IT systems are being used for implementation

1,2,3

A,C

 
 

Course Flow

COURSE FLOW

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

10)

Customization Fields and Object

Course notes

11)

Getting SF Organization Ready for Users

Course notes

12)

Reports and Dashboards

Course notes

13)

Automation

Course notes

14)

Managing Data

Course notes

15)

Final Examination

 

 
 

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

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

 

1

2

3

4

5

 

 

1

E-Commerce and Technology   graduated, Describe contemporary e-Commerce environment

 

X

 

 

 

 

2

E-Commerce and Technology   graduated, Review concepts and terminology together with processes and management decisions involved

 

X

 

 

 

 

3

E-Commerce and Technology   graduated, Apply techniques of using of JavaScript, JScript, DHTML, CSS, ASP, XML documents to external resources

 

 

 

 

X

 

4

E-Commerce and Technology   graduated, Demonstrate an understanding of transforming and presentation languages

 

 

 

 

X

 

5

E-Commerce and Technology   graduated, Assess major e-Commerce opportunities, limitations, issues and risks

 

X

 

 

 

 

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

 

 

 

 

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

8

E-Commerce and Technology   graduated An ability to design, implement and evaluate an information system, component, process or program that meets specified requirements.

 

 

 

 

 

X

 

ECTS

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities

Quantity

Duration
(Hour)

Total
Workload
(Hour)

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