| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.advisor", "value": "Palonen, Teija", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hyv\u00e4rinen, Katja", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2019-03-27T13:17:23Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2019-03-27T13:17:23Z", "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/123456789/63309", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkuudenhallinnalla tarkoitetaan ihmisten, prosessien ja teknologian muodostamaa kombinaatiota, jonka tarkoituksena on parantaa asiakassuhteita ja tuoda niihin lis\u00e4arvoa. CRM-j\u00e4rjestelm\u00e4 on asiakkuudenhallinnan informaatioteknologiaa hy\u00f6dynt\u00e4v\u00e4 toteutustapa. Analyyttisess\u00e4 asiakkuudenhallinnassa keski\u00f6ss\u00e4 on asiakkaista ja heid\u00e4n k\u00e4ytt\u00e4ytymisest\u00e4\u00e4n ker\u00e4tty data, sek\u00e4 t\u00e4m\u00e4n datan muuntaminen liiketoiminnalle hy\u00f6dylliseksi tiet\u00e4mykseksi datan oikeanlaisen k\u00e4sittelyn ja louhinnan avulla. Asiakastiet\u00e4mys on j\u00e4rjestelty\u00e4 ja j\u00e4sennelty\u00e4 informaatiota asiakkaasta, ja hyvin monimutkaisen tietotyypin siit\u00e4 tekee se, ett\u00e4 dataa voidaan tallentaa niin useista eri kanavista ja l\u00e4hteist\u00e4. T\u00e4m\u00e4n kirjallisuuskatsauksena toteutettavan kandidaatintutkielman tarkoituksena on tutkia, millaisia keinoja analyyttinen asiakkuudenhallinta tarjoaa asiakastiet\u00e4myksen tueksi. Tutkimuksessa huomattiin, ett\u00e4 asiakastiet\u00e4myksen kasvattamisen n\u00e4k\u00f6kulmasta asiakkuudenhallinnan analyyttisia ty\u00f6kaluja tulisi k\u00e4ytt\u00e4\u00e4 etenkin asiakkuuden elinkaariarvon m\u00e4\u00e4rittelyyn ja segmentointiin. Asiakkuuden arvon m\u00e4\u00e4rittely on tarpeellista, sill\u00e4 asiakkaat kuluttavat eri tavalla ja ovat n\u00e4in eriarvoisia organisaatiolle. T\u00e4m\u00e4 antaa organisaatiolle mahdollisuuden ehk\u00e4ist\u00e4 v\u00e4h\u00e4arvoisiin asiakkaisiin kohdistuvia ylim\u00e4\u00e4r\u00e4isi\u00e4 menoja ja panostaa kannattavimmiksi tunnistettuihin asiakkaisiin sen mukaisesti. Toisaalta t\u00e4n\u00e4 p\u00e4iv\u00e4n\u00e4 yh\u00e4 kilpailullisemmilla markkinoilla organisaatiot pystyv\u00e4t erottautumaan yksil\u00f6llisemm\u00e4ll\u00e4 asiakaspalvelulla. Analyyttinen asiakkuudenhallinta tarjoaa ty\u00f6kalut siirrytt\u00e4ess\u00e4 massamarkkinoinnista ja perinteisest\u00e4 asiakassegmentoinnista kohti asiakasl\u00e4ht\u00f6isemp\u00e4\u00e4 suuntautumista ja yksil\u00f6markkinointia.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer Relationship Management is a combination of people, processes, and technology which is used to improve customer relationships and bring value to them. The CRM system is an implementation method that utilizes customer relationship management information technology. Analytical Customer Relationship Management focuses on the data collected from customers and their behavior, and the conversion of this data into business intelligence with proper data processing and extraction. Customer knowledge is organized and structured information about the customer, and it is considered as a very complex type of information by the fact that data can be stored from so many different channels and sources. The purpose of this Bachelor's Thesis is to study the means by which analytical customer relationship management is provided to support customer knowledge. The study found that from the point of view of increasing customer knowledge, analytical tools for customer relationship management should be used, in particular, for segmentation and to define customer life cycle value. Defining customer value is necessary as customers consume differently and thus have a different value to the organization. This allows the organization to prevent extra costs for low-value customers and to invest in the most profitable customers accordingly. On the other hand, in today's increasingly competitive market, organizations are able to distinguish themselves with more personalized customer service. Analytical Customer Relationship Management provides tools for moving from mass marketing and traditional customer segmentation towards more customer-oriented approach and individual marketing.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2019-03-27T13:17:22Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2019-03-27T13:17:23Z (GMT). No. of bitstreams: 0\n Previous issue date: 2019", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "28", "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": "CRM-j\u00e4rjestelm\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "analyyttinen CRM", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakastiet\u00e4mys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Analyyttisen asiakkuudenhallinnan hy\u00f6dynt\u00e4minen osana asiakastiet\u00e4myst\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-201903271990", "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": "restrictedAccess", "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": "data", "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"}, {"key": "dc.rights.accessrights", "value": "The author has not given permission to make the work publicly available electronically. Therefore the material can be read only at the archival workstation at Jyv\u00e4skyl\u00e4 University Library (https://kirjasto.jyu.fi/en/workspaces/facilities).", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Tekij\u00e4 ei ole antanut lupaa avoimeen julkaisuun, joten aineisto on luettavissa vain Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6semalta. Ks. https://kirjasto.jyu.fi/fi/tyoskentelytilat/laitteet-ja-tilat..", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}]
|