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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Okker, Timo", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2015-04-18T08:40:53Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2015-04-18T08:40:53Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2015", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/45662", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkuudenhallinta hy\u00f6dytt\u00e4\u00e4 yrityksen liiketoimintaa useilla eri tavoilla. Jatkuvasti kasvavan palvelusektorin yrityksille se luo paljon lis\u00e4arvoa asiakas-suhteiden hallinnan ja kehitt\u00e4misen muodossa. T\u00e4ss\u00e4 kandidaatin tutkielmassa on tarkasteltu asiakkuudenhallinnan hy\u00f6dynt\u00e4mist\u00e4 palveluyrityksiss\u00e4. Lis\u00e4k-si tutkielmassa on arvioitu asiakkuudenhallinnan haasteita ja mahdollisia on-gelmia palveluyrityksiss\u00e4 ja palvelutuotannossa yleisesti. Aluksi on tarkasteltu asiakkuudenhallintaa yleisell\u00e4 tasolla, m\u00e4\u00e4ritelty keskeiset k\u00e4sitteet, kuvattu asiakkuudenhallinnan yleiset vaiheet ja prosessit sek\u00e4 tarkasteltu asiakkuu-denhallinnan toteuttamisessa hy\u00f6dynnett\u00e4vi\u00e4 tietoj\u00e4rjestelmi\u00e4. Seuraavassa luvussa on k\u00e4sitelty palveluyrityksen ja palvelun k\u00e4sitett\u00e4 sek\u00e4 m\u00e4\u00e4ritelty pal-velutuotannon ja perinteisen tuotannon erot. Lis\u00e4ksi on tarkasteltu asiakaskes-keisyyden k\u00e4sitett\u00e4 ja palveluyrityksen liiketoimintamallia sek\u00e4 arvoketjua yleisell\u00e4 tasolla. Kolmannessa luvussa on k\u00e4sitelty asiakkuudenhallinnan hy\u00f6-tyj\u00e4 palveluyritysten tapauksessa, ensin yleisell\u00e4 tasolla ja sen j\u00e4lkeen yksi-tyiskohtaisemmin. T\u00e4m\u00e4n j\u00e4lkeen luvussa tarkastellaan asiakkuudenhallintaan liittyvi\u00e4 haasteita ja ongelmia palveluyrityksiss\u00e4. Viimeisess\u00e4 luvussa esitet\u00e4\u00e4n yhteenveto ja pohdintaa tutkielmasta. Tutkielma on toteutettu kirjallisuuskat-sauksena ja l\u00e4hdemateriaalina on k\u00e4ytetty aihetta k\u00e4sittelevi\u00e4 tieteellisi\u00e4 artik-keleja sek\u00e4 oppikirjoja ja muutamia verkkol\u00e4hteit\u00e4. Tutkielman tulosten mu-kaan asiakkuudenhallinta hy\u00f6dytt\u00e4\u00e4 palveluyritysten liiketoimintaa monilla tavoilla mutta sen hy\u00f6dynt\u00e4miseen liittyy my\u00f6s haasteita, jotka liittyv\u00e4t asiak-kuudenhallinnan toimintoihin ja palveluyritysten erityisominaisuuksiin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer relationship management (CRM) profits companies in a many different ways. CRM brings value through customer management and development for firms operating in the service sector and production of services. This bache-lor\u2019s thesis examines the use of CRM in the service firms, including challenges and possible problems that may emerge with production of services. At first, this thesis views the CRM at a general level, defining fundamental terms and basic processes of CRM. In the second chapter this thesis discusses the concepts of service and service firms and also specifies the differences between produc-tion of services and traditional production of goods. The business model and the value chain of service firms are also described at the general level. Third chapter covers CRM\u2019s benefits in service production at the general level and then more thoroughly. Also the general challenges and problems concerning CRM and CRM\u2019s use in the service firms are discussed. The final chapter pre-sents a summary and discussion. This thesis is a literary research and literature and source material consists of academic papers, scientific researches, text-books and web material that relate to the subject. The main research objective is to find out how CRM benefit business in the service firms and what kind of challenges it includes. According to this thesis there are lot of benefits but also challenges linked to the customer relationship management due to the custom-er relationship management\u2019s functions and special characteristics of the ser-vice firms.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Timo Okker (tivianok) on 2015-04-18 08:40:52.932760. Form: Kandidaatintutkielma -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/kandin-tutkielma-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija@noreply.fi) on 2015-04-18T08:40:53Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201504181618.pdf: 453546 bytes, checksum: b764974223cd6a93e977a31f0ee90f49 (MD5)\nlicense.html: 4806 bytes, checksum: 984752cabf39ceaa976e4dbba6cca8f5 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2015-04-18T08:40:53Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201504181618.pdf: 453546 bytes, checksum: b764974223cd6a93e977a31f0ee90f49 (MD5)\nlicense.html: 4806 bytes, checksum: 984752cabf39ceaa976e4dbba6cca8f5 (MD5)\n Previous issue date: 2015", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "36", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakkuudenhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "CRM", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palveluyritys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "hy\u00f6dyt", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "haasteet", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelutuotanto", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "customer relationship management", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "service firms", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "production of services", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "benefits", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "challenges", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakkuudenhallinta ja sen hy\u00f6dyt sek\u00e4 haasteet palveluyrityksiss\u00e4", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201504181618", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.dcmitype", "value": "Text", "language": "en", "element": "type", "qualifier": "dcmitype", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatintutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2015-04-18T08:40:54Z", "language": null, "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": "fi", "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", 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