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[{"key": "dc.contributor.advisor", "value": "Pulkkinen, Mirja", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Rusanen, Lauri", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-10-13T07:07:27Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-10-13T07:07:27Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1575514", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/51617", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakastieto ja sen hy\u00f6dynt\u00e4minen on oleellinen osa nykyaikaista liiketoimintaymp\u00e4rist\u00f6\u00e4 sek\u00e4 sen kehitt\u00e4mist\u00e4. Asiakassuhdetta pyrit\u00e4\u00e4n yll\u00e4pit\u00e4m\u00e4\u00e4n sek\u00e4 tehostamaan nykyaikana yrityksiss\u00e4 asiakkuudenhallintaj\u00e4rjestelmill\u00e4, jotka vaativat toimiakseen asiakastietoa. Asiakkuudenhallintaj\u00e4rjestelm\u00e4ll\u00e4 pyrit\u00e4\u00e4n jakamaan organisaatiossa tiet\u00e4myst\u00e4 asiakassuhteesta eri sidosryhmien k\u00e4ytt\u00f6\u00f6n, jotta asiakassuhdetta voidaan kehitt\u00e4\u00e4 yrityksen kannalta mahdollisimman tuottavaan suuntaan. Tiet\u00e4myksenhallinta sek\u00e4 asiakastiet\u00e4myksenhallinta ovat t\u00e4rkeit\u00e4 osia onnistuneessa asiakkuudenhallinnassa. Motivaationa tutkielmalla on tarve ymm\u00e4rt\u00e4\u00e4 mitk\u00e4 tekij\u00e4t vaikuttavat asiakastie-t\u00e4myksenhallintaan asiakkuudenhallintaj\u00e4rjestelm\u00e4ss\u00e4, jotta se voidaan organisaatiossa ymm\u00e4rt\u00e4\u00e4 asiakkuudenhallintaj\u00e4rjestelm\u00e4\u00e4 suunniteltaessa. T\u00e4ss\u00e4 tutkielmassa tarkasteltiin kirjallisuuden avulla, mitk\u00e4 tekij\u00e4t t\u00e4ytyy kirjallisuuden mukaan huomioida, mik\u00e4li pyrkimyksen\u00e4 on asiakastiedon ja asiakastiet\u00e4myksen jakaminen sek\u00e4 hy\u00f6dynt\u00e4minen asiakkuudenhallintaj\u00e4rjestelm\u00e4n avulla organisaatiossa. T\u00e4m\u00e4n j\u00e4lkeen empiirisess\u00e4 osiossa kartoitettiin laadullisen tapaustutkimuksen avulla tutkimuksen kohteena olevan organisaation k\u00e4yt\u00e4nteit\u00e4 ja n\u00e4k\u00f6kulmia asiakastiet\u00e4myksenhallintaa sek\u00e4 asiakkuudenhal-lintaan. Empiirisen osion pohjalta kartoitettiin siis nykyisi\u00e4 k\u00e4yt\u00e4nteit\u00e4 ja mahdollisia parannuksia nykytilaan. T\u00e4m\u00e4n j\u00e4lkeen tutkimuksen tuloksia vertailtiin kirjallisuuteen, jotta l\u00f6ydettiin tekij\u00e4t joita organisaatiossa tulisi kehitt\u00e4\u00e4, mik\u00e4li tavoitteena on asiakastiet\u00e4myksen hy\u00f6dynt\u00e4minen asiakkuudenhallintaj\u00e4rjestelm\u00e4n avulla. Tuloksena saatiin kehitysehdotuksia organisaatiolle, kun mietit\u00e4\u00e4n asiakkuudenhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6nottoa. Tuloksien perusteella organisaation tulee kiinnitt\u00e4\u00e4 huomiota asiakasl\u00e4ht\u00f6isyyteen, j\u00e4rjestelm\u00e4\u00e4n sek\u00e4 tiet\u00e4myksenhallinnan prosesseihin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer knowledge and its utilization is important part of modern business environment. Customer relationship is tried to be managed and made more profitable with customer relationship management systems that require customer information to work. With customer relationship management systems organizations try to divide knowledge of customer relationship within different stakeholders in organization in order to develop customer relationship to a more profitable one. Knowledge management and customer knowledge management is a key factor of successful customer relationship management. Motivation for this study is to find out the factors that have effect on managing customer knowledge in customer relationship management system so that organization can take these in to account when planning system implementation. In this thesis it was studied by literature review that what factors should be taken in to account if goal is to share customer information and knowledge and to exploit it with customer relationship management system. In empirical study it was studied by case study that what is the state and development ideas or organizations knowledge management and customer relationship management. After empirical part the findings were used to determine factors that should be developed in the organization if target state is to use customer relationship management system to exploit customer knowledge. Findings of the study point out the key factors to develop when planning a customer relationship management system. Key factors that has to be taken in to account in case organization are customer oriented culture, system and knowledge management processes.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Lauri Rusanen (laolrusa) on 2016-10-13 07:07:27.084448. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-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.group@korppi.jyu.fi) on 2016-10-13T07:07:27Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201610134362.pdf: 838925 bytes, checksum: 3b3649f9c440614282cc03c48dbf9560 (MD5)\nlicense.html: 4863 bytes, checksum: 194c5c859f8157991c2bf322f5d4c517 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-10-13T07:07:27Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201610134362.pdf: 838925 bytes, checksum: 3b3649f9c440614282cc03c48dbf9560 (MD5)\nlicense.html: 4863 bytes, checksum: 194c5c859f8157991c2bf322f5d4c517 (MD5)\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (78 sivua)", "language": null, "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": "asiakastiet\u00e4myksenhallinta", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakastiet\u00e4myksenhallinta asiakkuudenhallintaj\u00e4rjestelm\u00e4n avulla : tapaustutkimus erikoiskaupan alalta", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201610134362", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Tietojenk\u00e4sittelytieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Computer Science and Information Systems", "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": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.method", "value": "Tapaustutkimus", "language": null, "element": "subject", "qualifier": "method", "schema": "dc"}, {"key": "dc.date.updated", "value": "2016-10-13T07:07:28Z", "language": null, "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "yvv.contractresearch.collaborator", "value": "business", "language": null, "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": null, "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "order", "language": null, "element": "contractresearch", "qualifier": "initiative", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "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": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": null, "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastiedot", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "tiet\u00e4myksenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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