KIUS
English


BUSINESS ADMINISTRATION (ENGLISH) PROGRAMME
COURSE DESCRIPTION
Name of the Course Unit Code Year Semester In-Class Hours (T+P) Credit ECTS Credit
CUSTOMER RELATIONS MANAGEMENT BUS408 4 8 3+0 3.0 6.0


General Information
Language of Instruction English
Level of the Course Unit Bachelor's Degree, TYYÇ: Level 6, EQF-LLL: Level 6, QF-EHEA: First Cycle
Type of the Course Programme Elective
Mode of Delivery of the Course Unit Face-to-face
Work Placement(s) Requirement for the Course Unit No
Coordinator of the Course Unit
Instructor(s) of the Course Unit
Assistant(s) of the Course Unit

Prerequisites and/or co-requisities of the course unit
CATEGORY OF THE COURSE UNIT
Category of the Course Unit Degree of Contribution (%)
Fundamental Course in the field % 30
Course providing specialised skills to the main field % 20
Course providing supportive skills to the main field % 20
Course providing humanistic, communication and management skills % 20
Course providing transferable skills % 10

Objectives and Contents
Objectives of the Course Unit Customer relationship management (CRM) refers to a company's strategy, approach, and practices for managing all current and potential customer interactions. The objectives of the course are; - To develop understanding about customer relationship management concepts and frameworks, and how these are applied to form relationships with customers and other internal and external stakeholders - To have a managerial perspective and evaluate CRM implementation strategies - To have knowledge about holistic models that provide different and competing overviews of CRM
Contents of the Course Unit This course content involves understanding the concepts of Customer retention, Customer centricity Customer Acquistion and Customer lifetime value, Customer value management.
Contribution of the Course Intending to Provide the Professional Education -Analyse relationship theory and relationship economics from the point of view of the customer and the business. -Evaluate CRM implementation strategies -Plan and carry out an investigation into a specific aspect of CRM, and report findings in an appropriate format -Know the benefits of the CRM and learn how to use it -Apply the learnings to the customer service, sales and marketing

No
 Key Learning Outcomes of the Course Unit
On successful completion of this course unit, students/learners will or will be able to:
1 Apply the concept of Customer Relationship Management
2 Implement how CRM practices and technologies contribute the achievement of marketing and sales objectives
3 Design customer relationship management strategies by understanding customers’ preferences for the long-term sustainability of the Organizations.
4 Formulate and assess strategic, operational and tactical CRM decisions.
5 Create a strategic plan and understand how customer relations is related to other business functions and its importance to the success of the businesses

Learning Activities & Teaching Methods of the Course Unit
Learning Activities & Teaching Methods of the Course Unit

Weekly Course Contents and Study Materials for Preliminary & Further Study
Week Topics (Subjects) Preparatory & Further Activities
1 Introduction to Customer Relationship Management No file found
2 CRM as an integral business strategy :Understanding Relationships No file found
3 Planning and implementing Customer Relationship Management projects No file found
4 Developing, managing and using customer-related databases No file found
5 Customer Portfolio Management No file found
6 Customer Relationship Management and Customer Experience No file found
7 Creating Value for Customers No file found
8 Customer Acquisition and Customer Retention No file found
9 Managing Networks for Customer Relationship Management Performance No file found
10 Managing Supplier and Partner Relationship No file found
11 Managing Investor and Employee Relationship No file found
12 IT for for Customer Relationship Management No file found
13 CRM systems and implementation of CRM systems No file found
14 Sales Force & Marketing & Service No file found

SOURCE MATERIALS & RECOMMENDED READING
1-Customer Relationship Management Peelen & Beltman,2014 (Pearson)
2- Customer Relationship Management, Concept, Strategy, and Tools, Kumar & Reinartz,2015.

MATERIAL SHARING
Course Notes No file found
Presentations No file found
Homework No file found
Exam Questions & Solutions No file found
Useful Links No file found
Video and Visual Materials No file found
Other No file found
Announcements No file found

CONTRIBUTION OF THE COURSE UNIT TO THE PROGRAMME LEARNING OUTCOMES
KNOWLEDGE
Theoretical
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Comprehend the fundamental concepts and theories of business administration science. X
2 Analyze the relationships between fundamental concepts and theories of business administration science. X
3 Illustrate the theoretical frame drawn from business operations. X
4 Comprehend the context of the underlying cases of national and international business administration. X
SKILLS
Cognitive
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Comprehend the role of business in the operation of global and national economic systems. X
Practical
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Organise the business operations with an entrepreneurial spirit. X
PERSONAL & OCCUPATIONAL COMPETENCES IN TERMS OF EACH OF THE FOLLOWING GROUPS
Autonomy & Responsibility
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Organise the business operations with an entrepreneurial spirit. X
Learning to Learn
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Develop the planning, organisation, operation, coordination and auditing functions of the business management. X
Communication & Social
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Communicate actively and constantly with other stakeholders in business administration profession. X
Occupational and/or Vocational
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 Act in accordance with moral and ethical concepts related to business administration. X
*Level of Contribution (0-5): Empty-Null (0), 1- Very Low, 2- Low, 3- Medium, 4- High, 5- Very High

No
 Key Learning Outcomes of the Course Unit
On successful completion of this course unit, students/learners will or will be able to: 		PROGRAMME LEARNING OUTCOMES
1 Apply the concept of Customer Relationship Management
2 Implement how CRM practices and technologies contribute the achievement of marketing and sales objectives
3 Design customer relationship management strategies by understanding customers’ preferences for the long-term sustainability of the Organizations.
4 Formulate and assess strategic, operational and tactical CRM decisions.
5 Create a strategic plan and understand how customer relations is related to other business functions and its importance to the success of the businesses

Assessment
Assessment & Grading of In-Term Activities Number of
Activities		 Degree of Contribution (%)
Mid-Term Exam 0 -
Computer Based Presentation 0 -
Short Exam 0 -
Presentation of Report 0 -
Homework Assessment 0 -
Oral Exam 0 -
Presentation of Thesis 0 -
Presentation of Document 0 -
Expert Assessment 0 -
Board Exam 0 -
Practice Exam 0 -
Year-End Final Exam 0 -
Internship Exam 0 -
TOTAL 0 %100
Contribution of In-Term Assessments to Overall Grade 0 %50
Contribution of Final Exam to Overall Grade 1 %50
TOTAL 1 %100


WORKLOAD & ECTS CREDITS OF THE COURSE UNIT
Workload for Learning & Teaching Activities
Type of the Learning Activites Learning Activities
(# of week)		 Duration
(hours, h)		 Workload (h)
Lecture & In-Class Activities 14 0 0
Preliminary & Further Study 14 0 0
Land Surveying 0 0 0
Group Work 0 0 0
Laboratory 0 0 0
Reading 0 0 0
Assignment (Homework) 0 0 0
Project Work 0 0 0
Seminar 0 0 0
Internship 0 0 0
Technical Visit 0 0 0
Web Based Learning 0 0 0
Implementation/Application/Practice 0 0 0
Practice at a workplace 0 0 0
Occupational Activity 0 0 0
Social Activity 0 0 0
Thesis Work 0 0 0
Field Study 0 0 0
Report Writing 0 0 0
Total Workload for Learning & Teaching Activities - - 0
Workload for Assessment Activities
Type of the Assessment Activites # of Assessment Activities
 Duration
(hours, h)		 Workload (h)
Final Exam 1 0 0
Preparation for the Final Exam 0 0 0
Mid-Term Exam 0 0 0
Preparation for the Mid-Term Exam 0 0 0
Short Exam 0 0 0
Preparation for the Short Exam 0 0 0
Total Workload for Assessment Activities - - 0
Total Workload of the Course Unit - - 0
Workload (h) / 25.5 0.0
ECTS Credits allocated for the Course Unit 6.0

EBS : Kıbrıs İlim Üniversitesi Eğitim Öğretim Bilgi Sistemi Kıbrıs İlim Üniversitesi AKTS Bilgi Paketi AKTS Bilgi Paketi ECTS Information Package Avrupa Kredi Transfer Sistemi (AKTS/ECTS), Avrupa Yükseköğretim Alanı (Bologna Süreci) hedeflerini destekleyen iş yükü ve öğrenme çıktılarına dayalı öğrenci/öğrenme merkezli öğretme ve öğrenme yaklaşımı çerçevesinde yükseköğretimde uluslarası saydamlığı arttırmak ve öğrenci hareketliliği ile öğrencilerin yurtdışında gördükleri öğrenimleri kendi ülkelerinde tanınmasını kolaylaştırmak amacıyla Avrupa Komisyonu tarafından 1989 yılında Erasmus Programı (günümüzde Yaşam Boyu Öğrenme Programı) kapsamında geliştirilmiş ve Avrupa ülkeleri tarafından yaygın olarak kabul görmüş bir kredi sistemidir. AKTS, aynı zamanda, yükseköğretim kurumlarına, öğretim programları ve ders içeriklerinin iş yüküne bağlı olarak kolay anlaşılabilir bir yapıda tasarlanması, uygulanması, gözden geçirilmesi, iyileştirilmesi ve bu sayede yükseköğretim programlarının kalitesinin geliştirilmesine ve kalite güvencesine önemli katkı sağlayan bir sistematik yaklaşım sunmaktadır. ETIS : İstanbul Aydın University Education & Training System Cyprus Science University ECTS Information Package ECTS Information Package European Credit Transfer and Accumulation System (ECTS) which was introduced by the European Council in 1989, within the framework of Erasmus, now part of the Life Long Learning Programme, is a student-centered credit system based on the student workload required to achieve the objectives of a programme specified in terms of learning outcomes and competences to be acquired. The implementation of ECTS has, since its introduction, has been found wide acceptance in the higher education systems across the European Countries and become a credit system and an indispensable tool supporting major aims of the Bologna Process and, thus, of European Higher Education Area as it makes teaching and learning in higher education more transparent across Europe and facilitates the recognition of all studies. The system allows for the transfer of learning experiences between different institutions, greater student mobility and more flexible routes to gain degrees. It also offers a systematic approach to curriculum design as well as quality assessment and improvement and, thus, quality assurance.