Course Learning Outcomes (CLOs) are those describing the knowledge, skills and competencies that students are expected to achieve upon successful completion of the course. In this context, Course Learning Outcomes defined for this course unit are as follows:
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| Knowledge
(Described as Theoritical and/or Factual Knowledge.)
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1) He/She Defines basic customer relations concepts and processes.
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| Skills
(Describe as Cognitive and/or Practical Skills.)
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1) He/She interprets case studies in the context of customer relationship management
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2) He/She evaluates applied customer relationship management processes
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| Competences
(Described as "Ability of the learner to apply knowledge and skills autonomously with responsibility", "Learning to learn"," Communication and social" and "Field specific" competences.)
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1) He/ She takes part in individual and team work in his field.
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2) He/She defines the basic customer relations concepts specific to the domain.
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| Week |
Subject |
Materials Sharing * |
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Related Preparation |
Further Study |
| 1) |
Introduction to the course, customer, user and consumer concepts |
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| 2) |
Key Customer Relationship concept indicators |
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| 3) |
Changing customer relationship management concepts |
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| 4) |
Customer relationship management phases |
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| 5) |
Customer relationship management objectives |
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| 6) |
Customer relationship measurement and evaluation |
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| 7) |
Customer loyalty concept |
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| 8) |
Midterm Exams Week |
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| 9) |
Customer relationship management tactics and strategies |
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| 10) |
Customer complaint management |
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| 11) |
Effective communication in customer relationship management |
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| 12) |
Customer relationship management and new media |
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| 13) |
Customer relationship management and new media II |
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| 14) |
Customer relationship management case study |
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| 15) |
Customer relationship management case study II |
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| 16) |
Final Exams Week |
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(KPLOs and SPLOs are the abbreviations for Key & Sub- Programme Learning Outcomes, respectively. )
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Programme Learning Outcomes |
Contribution Level (from 1 to 5) |
1) |
Use and apply area concepts and theories in sub-disciplines of business administration. |
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1.1 Demonstrate awareness and knowledge on issues when dealing with business related problems such as management, organizational design, accounting, finance, marketing and human resources. |
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1.2 Have knowledge in business science such as mathematics, statistics, behavior science, law, information technologies etc. |
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2) |
Have ability to effectively plan and use economic, technological and information sources and tools in organizations by using appropriate theories and methods. |
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2.1 Use economic and technological sources effectively and efficiently in the field of business administration. |
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2.2 Use information and communication technologies effectively in business practices. |
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3) |
Promote a climate of integrity, change and innovativeness within and around contemporary business environment of which they will become part of as an employee/manager. |
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3.1 Demonstrate time management and self-discipline competencies required in a business environment to articulate strategies. |
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3.2 Manage information and communication processes along with supportive programs used in management. |
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3.3 Demonstrate awareness on ethical and environmental issues when dealing with business related problems |
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4) |
Applies the theoretical knowledge in business life during a semester. |
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4.1 Experiences all processes in business life. |
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4.2 Takes part in activities related to the field of education in a business operating in the field. |
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4.3 Questions the application with theoretical knowledge. |
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4.4 Compiles the knowledge and experience gained in the field. |
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5) |
S/he acquires the competencies that develop by the expectations of business world and the society defined as the institutional outcomes of our university on the advanced level in relation with his/her field. |
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5.1 Acquires the analyzing solving the problems and managing the conflicts. |
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5.2 Participates as a team member and takes responsibility in the environments that require the solving of the conflicts and acts as a leader when necessary. |
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5.3 Has awareness for ethical and social responsivity. |
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5.4 By supporting the learnt courses with quantitative and qualitative data; and by using verbal and visual communication means, s/he transfers them to the groups within and outside his/her group in a systematical and effective way. |
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5.5 Evaluates the norms and standards present in the works in which s/he takes responsibility in a critical point of view. |
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5.6 Develops strategical, innovative and entrepreneurial ideas. |
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5.7 Acquires competence of managing the change. |
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5.8 Shows development personally and socially with and awareness for lifelong learning. |
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5.9 Follows advanced technologies and developments about digital transformation. |
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5.10 Has cultural awareness and s/he transfers this to the groups within and outside his/her field. |
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5.11 Has awareness about citizenship competency. |
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5.12 Acquires communication in a Foreign Language (English) competence defined on the level of at least B1 in European Language Portfolio. (In programs whose medium of instruction is English, on the level of B2/B2+). |
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| WORKLOAD OF TEACHING & LEARNING ACTIVITIES |
| Teaching & Learning Activities |
# of Activities per semester |
Duration (hour) |
Total Workload |
| Course |
0 |
0 |
0 |
| Laboratory |
0 |
0 |
0 |
| Application |
0 |
0 |
0 |
| Special Course Internship (Work Placement) |
0 |
0 |
0 |
| Field Work |
0 |
0 |
0 |
| Study Hours Out of Class |
0 |
0 |
0 |
| Presentations / Seminar |
0 |
0 |
0 |
| Project |
0 |
0 |
0 |
| Homework Assignments |
2 |
5 |
10 |
| Total Workload of Teaching & Learning Activities |
- |
- |
10 |
| WORKLOAD OF ASSESMENT & EVALUATION ACTIVITIES |
| Assesment & Evaluation Activities |
# of Activities per semester |
Duration (hour) |
Total Workload |
| Quizzes |
2 |
5 |
10 |
| Midterms |
1 |
50 |
50 |
| Semester Final Exam |
1 |
30 |
30 |
| Total Workload of Assesment & Evaluation Activities |
- |
- |
90 |
| TOTAL WORKLOAD (Teaching & Learning + Assesment & Evaluation Activities) |
100 |
| ECTS CREDITS OF THE COURSE (Total Workload/25.5 h) |
4 |
ECTS Information Package / Course Catalogue