VOCATIONAL SCHOOL
Department of Civil Aviation Transportation Management (Turkish)
HYHY 209 | Course Introduction and Application Information
| Course Name |
Customer Relations Management
|
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
|
HYHY 209
|
Fall
|
3
|
0
|
3
|
5
|
| Prerequisites |
None
|
|||||
| Course Language |
Turkish
|
|||||
| Course Type |
Required
|
|||||
| Course Level |
Short Cycle
|
|||||
| Mode of Delivery | face to face | |||||
| Teaching Methods and Techniques of the Course | Q&ACritical feedbackLecture / Presentation | |||||
| Course Coordinator | - | |||||
| Course Lecturer(s) | ||||||
| Assistant(s) | - | |||||
| Course Objectives | By examining key issues related to customer expectations and behavior, customer satisfaction, complaint management and customer acquisition knowledge and experience to be able to examine the concepts and ideas related to problems in olmak.havacılık sector, to interpret the data, and develop solutions based on research. |
| Learning Outcomes |
The students who succeeded in this course;
|
| Course Description | CRM and the importance of behavior in flight and service disruptions, online and traditional customer behavior, the cost of customer complaints, problem solving and complaint management |
|
|
Core Courses |
X
|
| Major Area Courses | ||
| Supportive Courses | ||
| Media and Management Skills Courses | ||
| Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
| Week | Subjects | Related Preparation |
| 1 | Course introduction and getting know each other Why do we need CRM – History of CRM- What is CRM, what is not | No preparation needed. |
| 2 | Customer satisfaction, Customer-centered approach- Customer-focused goal setting- Customer experience management | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 3 | Strategy & CRM – Customer strategy – Customer Services- CRM strategy | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 4 | CRM value – Customer value – profitable customers– customer life time (CLT) | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 5 | Segmentation and Behavioural segmentation | Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2. (s.37-41) |
| 6 | Customer loyalty, RFM analysis, Customer satisfaction surveys – Cross & Up sales | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 7 | Midterm exam | |
| 8 | Campaign & channel management - Campaign assessment and Opportunity management | Aktepe C., Baş M., & Tolon M. (2015). Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 3. Basım, ISBN: 978-9944-223-81-2. |
| 9 | CRM Systems – Data mining – Selecting right tool & Return of Investment (ROI) – Data analysis | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 10 | Customer complaint & management – Customer retention, Communication | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 11 | Organizational culture and change – creating a customer-oriented culture | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
| 12 | Student Presentations | |
| 13 | Student Presentations | |
| 14 | Student Presentations | |
| 15 | Review of the semester | |
| 16 | Final Exam |
| Course Notes/Textbooks | Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2. |
| Suggested Readings/Materials |
EVALUATION SYSTEM
| Semester Activities | Number | Weigthing |
| Participation |
1
|
10
|
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques | ||
| Portfolio | ||
| Homework / Assignments | ||
| Presentation / Jury |
1
|
20
|
| Project | ||
| Seminar / Workshop | ||
| Oral Exams | ||
| Midterm |
1
|
30
|
| Final Exam |
1
|
40
|
| Total |
| Weighting of Semester Activities on the Final Grade |
3
|
60
|
| Weighting of End-of-Semester Activities on the Final Grade |
1
|
40
|
| Total |
ECTS / WORKLOAD TABLE
| Semester Activities | Number | Duration (Hours) | Workload |
|---|---|---|---|
| Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
3
|
48
|
| Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
0
|
|
| Study Hours Out of Class |
16
|
2
|
32
|
| Field Work |
0
|
||
| Quizzes / Studio Critiques |
0
|
||
| Portfolio |
0
|
||
| Homework / Assignments |
0
|
||
| Presentation / Jury |
1
|
15
|
15
|
| Project |
0
|
||
| Seminar / Workshop |
0
|
||
| Oral Exam |
0
|
||
| Midterms |
1
|
25
|
25
|
| Final Exam |
1
|
30
|
30
|
| Total |
150
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
|
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
|
1
|
2
|
3
|
4
|
5
|
||
| 1 | To have knowledge of the theory, concept, method and tools that constitute the basis of ground services |
|||||
| 2 | To have knowledge of the departments and equipment of the ground services and perform the regulations of ramp and apron |
|||||
| 3 | To have knowledge of the relationship between aviation and meteorology and reporting |
X | ||||
| 4 | To have knowledge of the factors affecting human performance and the basic concepts in aviation safety |
X | ||||
| 5 | To have knowledge of the concepts of international aviation organizations, authority regulations, passenger and travel |
|||||
| 6 | To perform dangerous goods, cargo, packaging, labelling and loading regulations |
X | ||||
| 7 | To have knowledge of packed programmes on ticketing |
|||||
| 8 | To have the skill of practical reasoning and right decision making against the problems encountered at daily operational activities |
|||||
| 9 | To take the responsibility as an individual and a team worker; To communicate efficiently both verbal and written; To be positive, self-confident and open to criticism; To work effectively and efficiently |
|||||
| 10 | To use a foreign language to track information related to the ground services and communicate with colleagues |
|||||
| 11 | To use informative and communicative technologies that are required in the area of ground services in aviation |
|||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
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