Akademik Dersler - Tanıtım


Code - Course Title	YPZL301 - CRM and Customer Analytics
Course Type	Area Elective Courses
Language of Instruction	Türkçe
Laboratory + Practice	2+0
ECTS	4.0
Course Instructor(s)	PROFESÖR DOKTOR METİN ARGAN
Mode of Delivery	Face to face. (or Online due to pandemic conditions)
Prerequisites	None
Courses Recomended	Marketing, Marketing Management, Customer Relationship Management, Customer Data Analysis
Recommended Reading List	Customer behavior analytics using an autonomous robotics-based systemCustomer analytics for dummies / Jeff Sauro.CRM : rekabet stratejisi olarak müşteri ilişkileri yönetimi / M. Nurettin Alabay.CRM : redefining customer relationship management / Jeffrey Peel.Internet resources and case studies
Assessment methods and criteria	Midterm, homework and final exam
Work Placement	None
Sustainability Development Goals

Weeks	Topics
Week - 1	Relationship marketing and CRM philosophy
Week - 2	Basic concepts and approaches to CRM
Week - 3	Communication with customers
Week - 4	Service, E-service and mobile service quality
Week - 5	Customer satisfaction and loyalty
Week - 6	Customer experience management
Week - 7	Midterm
Week - 8	Applications of CRM and measurement
Week - 9	Customer analytics concept and features
Week - 10	Customer analytics approaches
Week - 11	Customer value and strategies
Week - 12	Customer analytics and measurement
Week - 13	Applications of customer analytics
Week - 14	Analyzing case applications of customer analytics

Assessment Method and Passing Requirements
	Quamtity	Percentage (%)
1.Midterm Exam	1	20
2.Midterm Exam	1	20
Final Exam	1	60
Toplam (%)		100