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[{"key": "dc.contributor.advisor", "value": "Karjaluoto, Heikki", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Sainio, Jesse", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-01-14T07:35:54Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-01-14T07:35:54Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/73601", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Nyky\u00e4\u00e4n yritykset yritt\u00e4v\u00e4t keksi\u00e4 tapoja olennaisen asiakasdatan hankkimiseen ja sen hy\u00f6dynt\u00e4miseen liiketoimintaprosessien tukemisessa. Myynti- ja markkinointity\u00f6kaluja, kuten CRM-j\u00e4rjestelmi\u00e4, voidaan k\u00e4ytt\u00e4\u00e4 t\u00e4h\u00e4n tarkoitukseen. N\u00e4m\u00e4 ty\u00f6kalut tarjoavat yrityksille mahdollisuuksia asiakasdatan hankintaan, k\u00e4ytt\u00e4miseen ja paremman asiakaspalvelukokemuksen tarjoamiseen asiakkaille. Tulevaisuudessa asiakkaiden ymm\u00e4rt\u00e4misell\u00e4, arvon tarjoamisella ja hyv\u00e4ll\u00e4 asiakaspalvelukokemuksella on suuri merkitys yrityksille. Myynti- ja markkinointity\u00f6kaluja voidaan k\u00e4ytt\u00e4\u00e4 palvelemaan asiakkaita kokonaisvaltaisesti; ei ole olemassa kuitenkaan laajaa tutkimusta siit\u00e4, miten n\u00e4iden ty\u00f6kalujen k\u00e4ytt\u00f6 vaikuttaa ty\u00f6ntekij\u00e4kokemukseen ja onko t\u00e4m\u00e4 ty\u00f6ntekij\u00e4kokemus yhteydess\u00e4 asiakaskokemukseen. \nT\u00e4m\u00e4n tutkimuksen tarkoituksena on syvent\u00e4\u00e4 ymm\u00e4rryst\u00e4 myynti- ja markkinointi-ty\u00f6kalujen k\u00e4yt\u00f6st\u00e4 sek\u00e4 niiden suhteesta ty\u00f6ntekij\u00e4- ja asiakaskokemukseen. Lis\u00e4ksi tutkitaan, kuinka kyseisi\u00e4 ty\u00f6kaluja k\u00e4ytt\u00e4m\u00e4ll\u00e4 voidaan kehitt\u00e4\u00e4 ty\u00f6ntekij\u00e4- ja asiakaskokemusta. N\u00e4iden tavoitteiden saavuttamiseksi tutkitaan, millaisia k\u00e4sityksi\u00e4 ty\u00f6ntekij\u00f6ill\u00e4 on ty\u00f6kalujen k\u00e4yt\u00f6st\u00e4, miten he kokevat k\u00e4yt\u00f6n vaikuttavan omaan ty\u00f6ntekij\u00e4kokemukseensa ja miten t\u00e4m\u00e4 ty\u00f6ntekij\u00e4kokemus vaikuttaa lopulta asiakaskokemukseen. T\u00e4m\u00e4 tutkimus on tapaustutkimus, jossa tiedon ker\u00e4\u00e4miseen k\u00e4ytettiin puolistrukturoituja haastatteluja.\nTutkimuksen tulokset osoittavat, ett\u00e4 myynti \u2013 ja markkinointity\u00f6kalujen tulee olla mahdollisimman helppok\u00e4ytt\u00f6isi\u00e4 ja hy\u00f6dyllisi\u00e4 ty\u00f6ntekij\u00f6ille, jotta he voivat saada hy\u00f6tyj\u00e4 niiden k\u00e4yt\u00f6st\u00e4. Kun ty\u00f6ntekij\u00e4t kokevat ty\u00f6kalujen k\u00e4yt\u00f6n mielekk\u00e4\u00e4ksi ja niiden helpottavan heid\u00e4n ty\u00f6t\u00e4\u00e4n, ovat he tyytyv\u00e4isempi\u00e4 niiden k\u00e4ytt\u00f6\u00f6n. T\u00e4m\u00e4 voi johtaa parempaan asiakaspalveluun. Keskeist\u00e4 on my\u00f6s ty\u00f6ntekij\u00f6iden sitouttaminen ty\u00f6kalujen implementointi- ja kehitysprosesseihin: siten heist\u00e4 tulee parempia ja sitoutuneempia k\u00e4ytt\u00e4ji\u00e4. Kommunikointi ja ty\u00f6ntekij\u00f6iden tarpeiden kuunteleminen ty\u00f6kalujen kehitt\u00e4misess\u00e4 voi lis\u00e4t\u00e4 heid\u00e4n sitoutumistaan ja tyytyv\u00e4isyytt\u00e4 ty\u00f6h\u00f6ns\u00e4, mik\u00e4 puolestaan saattaa johtaa parempaan palvelusuorituskykyyn. T\u00e4m\u00e4 parantunut palve-lusuorituskyky on yhteydess\u00e4 parempaan asiakaskokemukseen, sill\u00e4 asiakkaat kokevat ty\u00f6ntekij\u00f6iden palvelevan heid\u00e4n tarpeitaan nopeammin ja paremmin. Lopulta t\u00e4m\u00e4 voi johtaa asiakastyytyv\u00e4isyyden kasvuun.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Nowadays companies are trying to figure ways on how to acquire more relevant customer data and harness it to support their business processes. Sales and marketing tools, such as CRM systems can be used for this purpose and they provide vast amount of opportunities for companies to gather customer data, utilize it and provide better customer service experience based on the data that has been entered into the system. By understanding customers, how to provide value for them, and delivering a better customer service all have a significant role also in the future. Sales and marketing tools can be holistically used to serve customers more comprehensively. However, it has not been widely studied how utilization of these tools can affect employee\u2019s experience and how it is reflected in customer experience. \nThe purpose of this study is to investigate the utilization of sales and marketing tools in an organization and how this utilization is related to employee and customer experience. This study is also interested in finding out how employee and customer experience can be developed through the utilization of these tools. To achieve the goals, this study examines the perceptions of employees towards the utilization of these tools and how this utilization affects their own employee experience. Moreover, it is examined how employees view their employee experience affecting the overall customer experience. This study is a case study by the nature and utilized semi-structured interviews to gain information of employees\u2019 perceptions and thoughts addressing these matters. \nThe main findings of this study reveal that sales and marketing tools need to be as easy-to-use and useful as possible for employees. This was then seen to give the most benefits of their utilization. When employees felt that the tools are convenient to use and ease them to perform job, they were more satisfied to use them and this led to better customer service. In addition, when employees were engaged to the implementation and development processes of sales and marketing tools, they became better at utilizing these tools and more committed users. Communication and listening employees\u2019 needs about these tools can increase their engagement and satisfaction, which in turn can lead to better service performance. This improved service performance is related to improved customer experience when customers perceive that employees serve their needs faster and better, and eventually customers can become more satisfied.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-01-14T07:35:53Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-01-14T07:35:54Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "74", "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": "sales and marketing tools", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "employee experience", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "myynti- ja markkinointity\u00f6kalut", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ty\u00f6ntekij\u00e4kokemus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Sales and marketing tools for developing employee and customer experience", "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-202101141079", "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.collaborator", "value": "business", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "1000\u20ac", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "business", "language": "", "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": 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": "asiakkuudenhallinta", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "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": "customer experience", "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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