BNK 295 | Course Introduction and Application Information - Department of Applied English Translation

Course Name

Customer Relationship and Selling

Code	Semester	Theory (hour/week)	Application/Lab (hour/week)	Local Credits	ECTS
BNK 295	Fall/Spring	3	0	3	4

Prerequisites	None
Course Language
Course Type	Elective
Course Level	-
Mode of Delivery	-
Teaching Methods and Techniques of the Course	Problem Solving Case Study Q&A Lecture / Presentation
National Occupation Classification	-
Course Coordinator	-
Course Lecturer(s)	-
Assistant(s)	-

Course Objectives	This course aims to develop students' expertise in customer-oriented thinking, decision-making, customer behavior analysis, customer integration, and complaint management.
Learning Outcomes	The students who succeeded in this course; will be able to analyze customers' needs, preferences, and behaviors, will be able to identify different customer segments and develop marketing and service strategies specific to each segment, will be able to propose effective strategies to increase customer satisfaction and ensure customer loyalty, will gain the ability to communicate effectively with customers and accurately identify customer demands, will be able to effectively use technologies used in customer relationship management, will be able to develop a customer-oriented approach in the business world.
Course Description	With this course, students will be able to apply tools and methods for communicating with current and potential customers of the businesses they will work with, managing complaints, establishing a customer-oriented satisfaction system, and managing it.
Related Sustainable Development Goals

Course Category	Core Courses
	Major Area Courses
	Supportive Courses
	Media and Management Skills Courses
	Transferable Skill Courses

Week	Subjects	Related Preparation
1	Introduction to the course, curriculum introduction	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 3-11). Aura Kitapları. ISBN: 9786051032795
2	Customer data management	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 12-32). Aura Kitapları. ISBN: 9786051032795
3	Concept and features of customer relationship management	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 21-32). Aura Kitapları. ISBN: 9786051032795
4	Creating and managing customer satisfaction and customer loyalty	Kulaklı, A., & Birgün, S. (2005). Müşteri merkezli operasyonel bilgi yönetimi için veri yönetiminin Ölçülmesi. İTÜ Dergisi, 2(1), 37-48
5	Relationship marketing, customer acquisition and retention	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 36-53). Aura Kitapları. ISBN: 9786051032795
6	Total quality Management	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 54-64). Aura Kitapları. ISBN: 9786051032795
7	Creating value for the customer	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 169-200). Aura Kitapları. ISBN: 9786051032795
8	Ara Sınav
9	Measuring customer relationships	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 75-102). Aura Kitapları. ISBN: 9786051032795
10	Communication in customer relationship management	Benlioğlu, O. (2023). Retorik: Konuş, etkile, ikna et (s. 14-38). Kronik Kitap. ISBN: 9786256989931
11	Persuasion strategies in customer relationship management	Bircan, K., Acayıp, & Okursoy, A. (2014). Bankacılık sektöründe müşteri ilişkileri yönetimi ve çalışanlar tarafından Değerlendirilmesi. Ekev Akademik Dergisi, 18(58), 648-658
12	Customer relationship management in the banking sector	Akpınar, Ö. (2018). Sigorta sektöründe müşteri ilişkileri yönetimi ve uygulamaları. Finansal Araştırmalar ve Çalışmalar Dergisi, 10(18), 1-17.
13	Customer relationship management in the insurance industry	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 3-11). Aura Kitapları. ISBN: 9786051032795
14	Applied examples and analysis	Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9th. ed., s. 12-32). Aura Kitapları. ISBN: 9786051032795
15	Semester review
16	Final Sınavı

Course Notes/Textbooks

Odabaşı, Y. (2015). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM) (9. ed.). Aura Kitapları. ISBN: 9786051032795

Demirel, Y. (2017). Müşteri ilişkileri yönetimi. Seçkin Yayıncılık. ISBN: 9789750241628

Suggested Readings/Materials

Timur, N., & Barış, G. (2013). Müşteri ilişkileri yönetimi. Anadolu Üniversitesi Basımı, Eskişehir. ISBN: 978-975-06-3342-3, https://ets.anadolu.edu.tr/storage/nfs/PZL208U/ebook/PZL208U-13V3S1-8-0-1-SV1-ebook.pdf

Semester Activities	Number	Weigthing
Participation	1	10
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments
Presentation / Jury
Project	1	60
Seminar / Workshop
Oral Exams
Midterm
Final Exam	1	30
Total

Weighting of Semester Activities on the Final Grade	2	70
Weighting of End-of-Semester Activities on the Final Grade	1	30
Total

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	14	1	14
Field Work			0
Quizzes / Studio Critiques			0
Portfolio			0
Homework / Assignments			0
Presentation / Jury			0
Project	1	38	38
Seminar / Workshop			0
Oral Exam			0
Midterms			0
Final Exam	1	20	20
		Total	120

#	Program Competencies/Outcomes	* Contribution Level
#	Program Competencies/Outcomes	1	2	3	4	5
1	Obtaining written language skills that would support the field of Applied English and Translation.	-	-	-	-	-
2	Being able to use and interpret the knowledge acquired in the field of Applied English and Translation	-	-	-	-	-
3	Being able to convey ideas and suggestions to solve problems related to the field of Applied English and Translation in written form	-	-	-	-	-
4	Developing vocabulary skills in English and acquiring skills to apply them in the field of translation	-	-	-	-	-
5	Acquiring basic skills and knowledge to do research in English language	-	-	-	-	-
6	Innovative and creative thinking accompanied by the ability to apply newly-acquired knowledge not only in familiar, but also in novel and unusual contexts	-	-	-	-	-
7	Taking responsibility as an individual and as part of the group, being open-minded, constructive and self-confident, tolerating criticism and working effectively and productively	-	-	-	-	-
8	Internalizing the requirements of complying with the values of business ethics, being socially and scientifically ethical in every aspect of gathering, interpreting, sharing and applying data in the field of Applied English and Translation under all circumstances	-	-	-	-	-
9	Being able to use computer programs, informatics and communication technologies as required by the field of Applied English and Translation	-	-	-	-	-
10	Being able to evaluate the acquired knowledge and skills critically, adopting life-time learning approach, constantly updating and renewing the acquired knowldge	-	-	-	-	-