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[{"key": "dc.contributor.advisor", "value": "Halttunen, Veikko", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "J\u00e4rvinen, Riku", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-05-30T16:08:28Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-05-30T16:08:28Z", "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/123456789/76061", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkaita ja asiakassuhteita koskevan tiedon merkitys on noussut keskeiseen asemaan yritysten toteuttaman liiketoiminnan menestymisen kannalta. T\u00e4st\u00e4 johtuen asiakkuudenhallinnan ja sen toteuttamisen tukena k\u00e4ytett\u00e4vien asiakkuudenhallintaj\u00e4rjestelmien k\u00e4ytt\u00f6 on kasvattanut suosiotaan yritysten keskuudessa. Yritykset voivat saavuttaa monenlaisia hy\u00f6tyj\u00e4 asiakkuudenhallintaj\u00e4rjestelmien k\u00e4yt\u00f6n avulla, mutta j\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6noton onnistumisprosentti on yleisesti alhainen. T\u00e4ss\u00e4 kandidaatintutkielmassa tutkitaan kirjallisuuskatsauksen avulla asiakkuudenhallintaj\u00e4rjestelmien k\u00e4ytt\u00f6\u00f6noton kriittisi\u00e4 menestystekij\u00f6it\u00e4 sek\u00e4 niiden merkityst\u00e4 k\u00e4ytt\u00f6\u00f6noton onnistumisessa. Lis\u00e4ksi tutkielmassa pyrit\u00e4\u00e4n selvitt\u00e4m\u00e4\u00e4n, vaikuttavatko tunnistetut kriittiset menestystekij\u00e4t k\u00e4ytt\u00f6\u00f6noton onnistumiseen itsen\u00e4isesti vai ulottuuko niiden vaikutus my\u00f6s muihin menestystekij\u00f6ihin. Tutkielman tuloksena havaittiin, ett\u00e4 vaikka asiakkuudenhallintaj\u00e4rjestelm\u00e4\u00e4 pidet\u00e4\u00e4n pohjimmiltaan teknologisena ratkaisuna, on merkitt\u00e4vin osa sen k\u00e4ytt\u00f6\u00f6noton onnistumisen kannalta kriittisess\u00e4 asemassa olevista menestystekij\u00f6ist\u00e4 luonteeltaan inhimillisi\u00e4. Lis\u00e4ksi tutkielmassa havaittiin, ett\u00e4 yksitt\u00e4iset tai yksitt\u00e4iseen ulottuvuuteen kuuluvat kriittiset menestystekij\u00e4t eiv\u00e4t voi taata k\u00e4ytt\u00f6\u00f6noton onnistumista, vaan menestystekij\u00e4t voivat vaikuttaa toisiinsa ja siksi niit\u00e4 on syyt\u00e4 k\u00e4sitell\u00e4 joukkona. Voidaankin todeta, ett\u00e4 asiakkuudenhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6notto on teknologisen ratkaisun k\u00e4ytt\u00f6\u00f6nottoa laajempi prosessi, jonka menestymist\u00e4 voidaan edist\u00e4\u00e4 parhaiten inhimillisten, teknologisten ja prosesseihin liittyvien kriittisten menestystekij\u00f6iden kokonaisvaltaisen ja tasapuolisen k\u00e4sittelyn avulla.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The importance of information regarding customers and customer relationships has become central in terms of business success. As a result, the use of customer relationship management and customer relationship management systems has become increasingly popular among firms. Firms can achieve a wide range of \nbenefits by using CRM systems, but the success rate of their implementation is generally low. This bachelor\u2019s thesis has been implemented as a literature review and its aim is to examine the critical success factors for the implementation of CRM systems and to describe how these factors enhance the success of the implementation. The thesis also aims to determine whether the identified critical success factors impact independently on the success of the implementation or does their impact extend to other success factors. As a result, it was found that although the CRM system is fundamentally a technological solution, most of the success factors that are critical to the success of its implementation are human by nature. Furthermore, the thesis found that a successful implementation cannot be guaranteed by paying attention to either single success factors or factors that belong to a single dimension since the factors can be interrelated, and they should therefore be considered as a set. It can therefore be concluded that the implementation of an CRM system is a process that goes beyond the adoption of a technological solution and the best way to promote the success of it is to address the human, technological and process-related critical success factors in a holistic and balanced way.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-05-30T16:08:28Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-05-30T16:08:28Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "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.subject.other", "value": "asiakkuudenhallintaj\u00e4rjestelm\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "CRM", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kriittiset menestystekij\u00e4t", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakkuudenhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00f6noton kriittiset menestystekij\u00e4t", "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-202105303306", "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": "tietoj\u00e4rjestelm\u00e4t", "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": "menestystekij\u00e4t", "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.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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