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[{"key": "dc.contributor.advisor", "value": "Peltoniemi Mirva", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Paraschou, Konstantina", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-12-25T09:45:35Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-12-25T09:45:35Z", "language": "", "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:1645781", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/52521", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer relationship management (CRM) has been a topic of increased interest during the last\r\ndecades, for both academics and practitioners. According to the literature review, there has been a\r\nvariety of scopes and disciplines from which CRM has been addressed. However, CRM in an\r\nSME context has been understudied which implies that current literature has been highly driven\r\nand shaped by large scale enterprises.\r\nThis thesis contributes to the examination of the aforementioned research gap. By conducting a\r\nsingle-case study, significant attributes of SME\u2018s context were analysed and important insights\r\nwere presented. The aim of this research has been to address CRM from a strategic perspective as\r\na holistic strategic approach to managing and enhancing targeted customer relationships in order\r\nto create customer and shareholder value. In this way the full potential of CRM for an\r\norganisation can be realized. Two integral parameters have been leading this research, namely,\r\nindustry and organisational context, as those were identified by the author as key influencers of\r\nCRM strategic planning. Furthermore, customer norms and characteristics are encompassed in\r\nthis research.\r\nThe findings reveal that a CRM strategy should be organisation specific, context related and\r\nstrategically aligned with the vision and targets of an organisation. Therefore, understanding and\r\nevaluating the current position of an organisation, its internal structure, and its industry norms is\r\nthe first step to a strategic CRM approach. The proposed strategic framework for CRM\r\nemphasises this need for business intelligence and evaluation of the current position before\r\nimplementing any CRM system. Especially in a fast paced industry where norms imply quick\r\ndecision making processes and strategic manoeuvring, change management rises as a critical\r\nattribute of SMEs. Furthermore, the need for an adaptation period and permeation of fundamental\r\nstrategic changes among human resources, prior to any radical change in CRM strategy and\r\nprocesses is emphasized by the results of this research.", "language": "", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Konstantina Paraschou (koparasc) on 2016-12-25 09:45:34.594083. Form: Master's Thesis publishing form (https://kirjasto.jyu.fi/publish-and-buy/publishing-forms/masters-thesis-publishing-form). 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 2016-12-25T09:45:35Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201612255253.pdf: 1747337 bytes, checksum: 6557f4a25c70fcdcb35b7ecc723bb2ab (MD5)\r\nlicense.html: 4321 bytes, checksum: af861b542567e0b2fbb63ba5d5c4d3e4 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-12-25T09:45:35Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201612255253.pdf: 1747337 bytes, checksum: 6557f4a25c70fcdcb35b7ecc723bb2ab (MD5)\r\nlicense.html: 4321 bytes, checksum: af861b542567e0b2fbb63ba5d5c4d3e4 (MD5)\r\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (110 sivua)", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "A strategic framework for the optimization of customer relationship management in SMEs", "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-201612255253", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "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": "Yritt\u00e4jyys", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Entrepreneurship", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2016-12-25T09:45:36Z", "language": "", "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "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": "20422", "language": null, "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "strategia", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pienet ja keskisuuret yritykset", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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