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About the Programme Academic Staff Program Qualifications Lessons Matrix of Course & Program Qualifications Turkish Qualifications Framework (TQF) TQF & Program Qualifications
  2. Course Structure Diagram with Credits
  3. Consumer Relationship Management in Retaling
  4. Description
  • Description
  • Learning Outcomes
  • ECTS Credit Load
  • Course's Contribution to Program
  • Learning Outcomes & Program Qualifications
Last Updated: 22/10/2025

Code - Course Title Compulsory/Elective Laboratory + Practice ECTS
PMY201U - Consumer Relationship Management in Retaling III. SEMESTER 0 +0 6.0
Language of Instruction Türkçe
Course Type Required Courses
Course Instructor(s) PROF. DR. NEZİHE FİGEN ERSOY ARCA
Mode of Delivery Distance Education
Place of Delivery
Used Educational Platforms
Prerequisites There is no prerequisite or co-requisite for this course.
Courses Recomended There are no lessons related with the recommended optional lesson.
Recommended Resources Odabaşı, Y.(Ed.) (2013). Perakendecilikte Müşteri İlişkileri Yönetimi. Eskişehir. Anadolu Üniversitesi Yayını No: 2623, Açıköğretim Fakültesi Yaynın No: 1591.
Work Placement N/A
Aims of the Course

Weeks Learning Outcomes Topics Teaching Methods
Week - 1 Customer relationship concepts and features
Week - 2 Customer relationship concepts and features
Week - 3 Communicating with customers
Week - 4 Communication with consumers
Week - 5 Customer Service and service quality
Week - 6 Customer satisfaction, loyalty and retention
Week - 7 Midterm
Week - 8 CRM programs and application
Week - 9 Customer complaint management
Week - 10 Customer complaint management
Week - 11 Measurement of customer relationships
Week - 12 Measurement of customer relationships
Week - 13 Customer-oriented organizational culture
Week - 14 Final exam

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Assessment Method and Passing Requirements
Quamtity Percentage (%)
1.Midterm Exam 1 30
Final Exam 1 70
Toplam (%) 100

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