COMPUTER ENGINEERING
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

Course Introduction and Application Information

Course Code	Course Name	Semester	Theoretical	Practical	Credit	ECTS
COP4446	Inn the box Customer Relationship Management with Microsoft Dynamics	Fall	3	0	3	5

This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester.

Basic information

Language of instruction:	English
Type of course:	Departmental Elective
Course Level:	Bachelor’s Degree (First Cycle)
Mode of Delivery:	Face to face
Course Coordinator :	Prof. Dr. ADEM KARAHOCA
Course Lecturer(s):	Dr. Öğr. Üyesi YÜCEL BATU SALMAN
Recommended Optional Program Components:	None
Course Objectives:	Customer Relationship Management explains the circular relationship between suppliers, technology, and customers, which together provide the infrastructure for customer support in conventional and e-business environment. This course also explores extending the Microsoft CRM application with .NET technologies by laboratory working.

Learning Outcomes

The students who have succeeded in this course;
1. Describe the need for CRM for conventional and e-Business firms.
2. Define the fundamentals of developing a customer strategy.
3. Describe the customer lifecycle management and lifetime value.
4. Use CRM technology (Microsoft CRM) effectively.

Course Content

CRM concepts, CRM application concepts, marketing management, sales management, service management, reporting, workflow management, view management, customization of a CRM application

Weekly Detailed Course Contents

Week	Subject	Related Preparation
1)	CRM concepts
2)	CRM application concepts
3)	Marketing management
4)	Sales management
5)	Service management
6)	Service administration
7)	Service administration / Midterm
8)	Reporting
9)	Workflow management
10)	View management
11)	Customization a CRM application 1
12)	Customization a CRM application 1
13)	Group project presentations
14)	Group project presentations

Sources

Course Notes / Textbooks:	Working with Microsoft Dynamics™ CRM 4.0, Mike Snyder; Jim Steger,2008, ISBN: 0-7356-2378-3
References:	CRM ile ilgili makaleler, ders notları ve ayrıca Microsoft CRM için yayınlanan web içerikleri ve kalan tüm malzemeleri içeren malzemeler sunulacaktır. Materials including CRM related articles, lecture notes and also web contents published for Microsoft CRM and all remaining materials will be submitted internally.

Evaluation System

Semester Requirements	Number of Activities	Level of Contribution
Laboratory	1	% 10
Project	1	% 20
Midterms	1	% 30
Final	1	% 40
Total		% 100
PERCENTAGE OF SEMESTER WORK		% 40
PERCENTAGE OF FINAL WORK		% 60
Total		% 100

ECTS / Workload Table

Activities	Number of Activities	Duration (Hours)	Workload
Course Hours	14	3	42
Study Hours Out of Class	3	6	18
Project	1	25	25
Quizzes	4	3	12
Final	1	20	20
Total Workload			117

Contribution of Learning Outcomes to Programme Outcomes

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Adequate knowledge in mathematics, science and computer engineering; the ability to use theoretical and practical knowledge in these areas in complex engineering problems.
2)	Ability to identify, formulate, and solve complex engineering problems; ability to select and apply appropriate analysis and modeling methods for this purpose.
3)	Ability to design a complex system, process, device or product to meet specific requirements under realistic constraints and conditions; ability to apply modern design methods for this purpose.
4)	Ability to develop, select and use modern techniques and tools necessary for the analysis and solution of complex problems encountered in computer engineering applications; ability to use information technologies effectively.	4
5)	Ability to design, conduct experiments, collect data, analyze and interpret results for the study of complex engineering problems or computer engineering research topics.	4
6)	Ability to work effectively within and multi-disciplinary teams; individual study skills.
7)	Ability to communicate effectively in verbal and written Turkish; knowledge of at least one foreign language; ability to write active reports and understand written reports, to prepare design and production reports, to make effective presentations, to give and receive clear and understandable instructions.
8)	Awareness of the necessity of lifelong learning; ability to access information, to follow developments in science and technology and to renew continuously.
9)	To act in accordance with ethical principles, professional and ethical responsibility; information on the standards used in engineering applications.
10)	Information on business practices such as project management, risk management and change management; awareness of entrepreneurship and innovation; information about sustainable development.
11)	Knowledge of the effects of engineering practices on health, environment and safety in the universal and social scale and the problems of the era reflected in engineering; awareness of the legal consequences of engineering solutions.