Description of Individual Course Units
Course Unit CodeCourse Unit TitleType of Course UnitYear of StudySemesterNumber of ECTS Credits
TEK408CUSTOMER RELATIONSHIP MANAGEMENTElective482
Level of Course Unit
First Cycle
Objectives of the Course
The fundamental components of customer relationship management are explained. The relationships between customer relationship management and marketing are examined. Information about methods of gaining and holding a customer are given. Properties of an excellent customer representative are explained. Information about sales management is given. The importance of customer satisfaction in textile and clothing sector is analyzed. Information about sales processes and grades are given.
Name of Lecturer(s)
Prof. Dr. Turan Atılgan
Learning Outcomes
1To be able to comprehend the importance of customer relationship management
2To be able to explain the relationship between customer relationship management and marketing
3To be able to apply the methods of gaining and holding a customer in textile and clothing sector
4To be able to communicate with customers in textile and clothing sector
5To be able to comprehend the importance of customer satisfaction in textile and clothing sector
6To be able to explain the grades of sale process
7To be able to explain the properties of an excellent customer representative
8To be able to evaluate the customers complaints in textile and clothing sector
9To be able to evaluate the customer relations in textile and clothing sector
10To be able to work individualistically
Mode of Delivery
Face to Face
Prerequisites and co-requisities
None
Recommended Optional Programme Components
None
Course Contents
The importance and development of customer relationship management, the relationships between customer relationships management and marketing, the methods of gaining and holding a customer in textile and clothing sector, the importance of customer satisfaction in textile and clothing sector, grades of sale and sale process, properties of an excellent customer representative, methods of customer complaints evaluation, evaluation of customer relations
Weekly Detailed Course Contents
WeekTheoreticalPracticeLaboratory
1The importance and development of customer relationship management, the relationships between customer relationships management and marketing
2Customer satisfaction, customer loyalty, development of relations marketing
3New dimensions of customer relationship management
4The methods of communication with customers
5The methods of gaining and holding a customer
6The role of customer representatives in customer relationship management, their properties, their election processes and their training programs
7The evaluation of customer relations
8Midterm examination
9Customer focused cultural exchange and its effects
10Sales management
11The role of brand management in customer relationship management and its importance
12The role of salesman in customer relationship management, their training programs, election processes and properties
13Methods of customer complaints evaluation
14Sale process and its grades
Recommended or Required Reading
Altıntaş M.H., 2006, Müşteri Sermayesi Yönetimi, Alfa Akademi Basım Yayım Dağıtım Barutçugil İ., 2009, Müşteri İlişkileri ve Satış Yönetimi, Kariyer Yayıncılık Brown A., 1995, Müşteri Hizmetleri Yönetimi, MEB Yayınları Odabaşı Y., 2006, Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık Akın Acuner Ş., 2001, Müşteri Memnuniyeti ve Ölçümü, MPM Yayınları No:655
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Term (or Year) Learning ActivitiesQuantityWeight
SUM0
End Of Term (or Year) Learning ActivitiesQuantityWeight
SUM0
SUM0
Language of Instruction
Work Placement(s)
None
Workload Calculation
ActivitiesNumberTime (hours)Total Work Load (hours)
Midterm Examination11010
Final Examination11414
Attending Lectures13226
Homework11010
TOTAL WORKLOAD (hours)60
Contribution of Learning Outcomes to Programme Outcomes
PO
1
PO
2
PO
3
PO
4
PO
5
PO
6
PO
7
PO
8
PO
9
PO
10
PO
11
PO
12
PO
13
LO1     3       
LO2      4      
LO3     33 3    
LO4      5      
LO5     3       
LO6      4      
LO7      4      
LO8     33 3    
LO9     33 3    
LO10        4  5 
* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High
 
Ege University, Bornova - İzmir / TURKEY • Phone: +90 232 311 10 10 • e-mail: intrec@mail.ege.edu.tr