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’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 | ||
None