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[{"key": "dc.contributor.advisor", "value": "Mero, Joel", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Karjaluoto, Heikki", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Patrikainen, Silja", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-07-02T07:24:55Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-07-02T07:24:55Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2018", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/58814", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ostoka\u0308ytta\u0308ytymisen muuttuminen ja ostoprosessin pirstaloituminen useisiin kanaviin ovat muuttaneet yritysten tapaa tehda\u0308 asiakkuuksien johtamista (CRM). Jotta yritys pystyy tarjoamaan asiakkailleen arvoa oikeassa kanavassa ja oikeaan aikaan, on sen toteutettava CRM-strategiaansa tehokkaasti. Kokonaisvaltainen la\u0308hestymistapa CRM:a\u0308a\u0308n painottaa yrityksen eri toimintojen yhteisvaikutusta asiakkuuksien johtamisen prosessiin. Siita\u0308 huolimatta ta\u0308rkeiden toimintojen, kuten johtamisen ja organisaatiokulttuurin vaikutuksia CRM:a\u0308a\u0308n on aiemmin tutkittu niukasti.\nTa\u0308ma\u0308 tutkimus pyrkii osaltaan ratkaisemaan ta\u0308ta\u0308 ongelmaa esittelema\u0308lla\u0308 uuden mallin, jonka avulla voidaan tutkia johtamisen, organisaatiokulttuurin, seka\u0308 datan ja analytiikan roolia CRM strategian luomisessa ja toteuttamisessa. Lisa\u0308ksi tutkimuksen tavoitteena on selvitta\u0308a\u0308, mitka\u0308 johtamisen, organisaatiokulttuurin, datan ja analytiikan toimenpiteet parhaiten tukevat CRM-strategian luontia ja toteutusta.\nTutkimuksen tulokset osoittavat, etta\u0308 na\u0308iden kolmen elementin rooli CRM:ssa\u0308 on merkitta\u0308va\u0308 ja tutkimuksessa kehitetty malli kuvaa na\u0308ita\u0308 merkityksia\u0308 kattavasti. Johto toimii yrityksessa\u0308 portinvartijana CRM strategialle. Johdon sitoutuminen prosessiin, seka\u0308 sen kyky jalkauttaa strategiaa ja osallistaa siihen toimijoita la\u0308pi organisaation on onnistumisen kannalta kriittisessa\u0308 roolissa. Organisaatiokulttuurin piirteista\u0308 erityisesti asiakasla\u0308hto\u0308isyys, jatkuvan kehitta\u0308misen kulttuuri ja ihmisla\u0308hto\u0308isyys edistiva\u0308t tuloksellista CRM:a\u0308a\u0308. Datan ja analytiikan rooli asiakkuuksien johtamisessa on muuttunut ja ne nousevat nyt entista\u0308 ta\u0308rkea\u0308mpa\u0308a\u0308n asemaan CRM prosessissa. Pelka\u0308n raportoinnin ja tiedon varastoinnin sijaan ne mahdollistavat nyt ainutlaatuisen ja yksilo\u0308llisen asiakasarvon luomisen, jota kilpailijoiden on a\u0308a\u0308rimma\u0308isen vaikea kopioida.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Change in customer\u2019s buying behaviour has lead customer encounters to fragment across channels. Companies now need to master value creation in multiple touchpoints, online and offline, to develop profitable customer relationships. To gain customer understanding and to deliver value to the right customer at the right time, companies need to effectively implement CRM strategy. Holistic approach, which considers several business operations as part of the CRM process, is a key factor in CRM success. Nevertheless, little is known about how elements such as leadership and organizational culture affect CRM.\nThis study develops a new research framework to explore how elements of leadership, organizational culture and data and analytics can be used to enhance CRM strategy development and implementation. In addition, the study aims to explore which activities of leadership, organizational culture, data and analytics best support the CRM.\nMain findings of the study reveal that the created framework effectively describes how the three elements are related to CRM strategy development and implementation. All three elements have a significant role in CRM process. Leadership acts as a gate keeper to strategy. Its commitment to the process and ability to implement strategy and enhance cross-functional coordination greatly influences the outcomes of the implementation. From the features of organizational culture, customer-orientation, culture of continuous development and people orientation arose as the main facilitators of CRM strategy. Finally, data and analytics have a strong supportive role thorough CRM process. The role of data, analytics, and IT has shifted from a reporting and record storing tool to enabler of supreme customer value creation and a competitive advantage that is hard to copy.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2018-07-02T07:24:55Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-07-02T07:24:55Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "95", "language": "", "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.subject.other", "value": "data analytics", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "leadership", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "organizational culture", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Enhancing CRM strategy : the role of data, leadership and organizational culture", "language": "", "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-201807023441", "language": "", "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": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "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": null, "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": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "johtajuus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "organisaatiokulttuuri", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "suhdemarkkinointi", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakassuhde", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "leadership (properties)", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "organisational culture", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer relationship management", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "relationship marketing", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer relationship", "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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