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[{"key": "dc.contributor.advisor", "value": "Kovalainen, Mikko", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Aarnio, Timo", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2019-02-04T08:19:28Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2019-02-04T08:19:28Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2019", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/62680", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkaisiin ja asiakassuhteisiin liittyv\u00e4 tieto on yritysten kannalta t\u00e4rke\u00e4\u00e4 ja yrityksen menestyminen voi riippua asiakkuuksien tehokkaasta hallinnasta ja asiakastiedon onnistuneesta hy\u00f6dynt\u00e4misest\u00e4. Asiakkaisiin liittyv\u00e4n tiedon hallinnan ytimess\u00e4 on asiakkuudenhallinta, CRM (customer relationship management). CRM-j\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6noton onnistumiseen vaikuttavia tekij\u00f6it\u00e4 on tutkittu erityisesti 1990-luvulta alkaen. T\u00e4ss\u00e4 tutkielmassa tehtiin systemaattinen kirjallisuuskatsaus CRM-j\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6nottoon vaikuttavista tekij\u00f6ist\u00e4 erityisesti pienten ja keskisuurten yritysten (pk-yritykset) osalta. Vaikka CRM-j\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6noton onnistumista on tutkittu varsin paljon, suuri osa tehdyst\u00e4 tutkimuksesta liittyy suuriin yrityksiin. CRM-tutkimusta on tehty varsin rajallisesti pienten ja keskisuurten yritysten n\u00e4k\u00f6kulmasta, vaikka suurin osa yrityksist\u00e4 kuuluu kooltaan pieniin tai keskisuuriin yrityksiin. Tutkielmassa k\u00e4yd\u00e4\u00e4n kattavasti l\u00e4pi kirjallisuudessa esitettyj\u00e4 erilaisia CRM-m\u00e4\u00e4ritelmi\u00e4 ja -n\u00e4k\u00f6kulmia sek\u00e4 sit\u00e4, miten CRM:n m\u00e4\u00e4rittely on ajan kuluessa muuttunut. Pk-yritysten osalta esitet\u00e4\u00e4n CRM-j\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6noton onnistumisen tai ep\u00e4onnistumiseen liittyvi\u00e4 piirteit\u00e4 ja seikkoja, jotka poikkeavat suurten yritysten CRM-k\u00e4ytt\u00f6\u00f6noton menestystekij\u00f6ist\u00e4. Lis\u00e4ksi k\u00e4yd\u00e4\u00e4n l\u00e4pi havaintoja CRM-j\u00e4rjestelm\u00e4n r\u00e4\u00e4t\u00e4l\u00f6innin vaikutuksesta k\u00e4ytt\u00f6\u00f6noton onnistumiseen. Keskeisen\u00e4 tuloksena nousi esiin, ett\u00e4 suuryrityksist\u00e4 saadut CRM-k\u00e4ytt\u00f6\u00f6nottoon liittyv\u00e4t tutkimustulokset ja CRM-k\u00e4ytt\u00f6\u00f6noton menestystekij\u00e4t eiv\u00e4t aina p\u00e4de pk-yrityksiss\u00e4. Pk-yritysten suuremmista yrityksist\u00e4 poikkeavat resurssit, tarpeet ja liiketoiminnan luonne voivat vaikuttaa merkitt\u00e4v\u00e4sti CRM-j\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6nottoon. CRM-j\u00e4rjestelm\u00e4n r\u00e4\u00e4t\u00e4l\u00f6innin osalta l\u00f6ytyy sek\u00e4 r\u00e4\u00e4t\u00e4l\u00f6inti\u00e4 tukevia ett\u00e4 sit\u00e4 vastaan olevia havaintoja. Kirjallisuuskatsauksen perusteella on ilmeist\u00e4, ett\u00e4 CRM-aihepiiri\u00e4 tulisi tutkia enemm\u00e4n pk-yritysten osalta.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2019-02-04T08:19:28Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2019-02-04T08:19:28Z (GMT). No. of bitstreams: 0\n Previous issue date: 2019", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "43", "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.title", "value": "Asiakkuudenhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6noton onnistumiseen vaikuttavia tekij\u00f6it\u00e4 pieniss\u00e4 ja keskisuurissa yrityksiss\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-201902041394", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatinty\u00f6", "language": "fi", "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": "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": "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": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"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": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": "", "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": "pienet ja keskisuuret yritykset", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "k\u00e4ytt\u00f6\u00f6notto", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "menestystekij\u00e4t", "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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