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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Jatkola, Jasmin", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-11-09T07:13:02Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-11-09T07:13:02Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2023", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/91839", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakkuudenhallintaj\u00e4rjestelmien tutkimus keskittyy vahvasti \nk\u00e4ytt\u00f6\u00f6nottoprojektien onnistumisen tarkasteluun. Loppuk\u00e4ytt\u00e4jien \nkokemukset ja j\u00e4rjestelm\u00e4n operatiivisten hy\u00f6tyjen tarkastelu on j\u00e4\u00e4nyt hyvin \nv\u00e4h\u00e4lle huomiolle. T\u00e4m\u00e4 tapaustutkimus tarkastelee \nasiakkuudenhallintaj\u00e4rjestelm\u00e4n hy\u00f6dynt\u00e4mist\u00e4 asiakkaiden tukipalveluiden \ntoteuttamisessa ja j\u00e4rjestelm\u00e4n vaikutusta tukiprosessiin. N\u00e4k\u00f6kulma rajoittuu \nloppuk\u00e4ytt\u00e4jien kokemukseen j\u00e4rjestelm\u00e4n hy\u00f6dyllisyydest\u00e4 ja puutteista. \nKyselyvastausten perusteella luotiin yhdentoista kohdan kuvaus tukiprosessista. \nTukiprosessia tukevat tekij\u00e4t jaettiin kahden teeman alle, kommunikointi ja \ntiedonk\u00e4ytt\u00f6 sek\u00e4 automaatiot. My\u00f6s tukiprosessin n\u00e4k\u00f6kulmasta puutteelliset \ntai kehitett\u00e4v\u00e4t tekij\u00e4t jaettiin kahteen teemaan, ty\u00f6n tukeminen ja \nprosessimuutos. Aiemmassa kirjallisuudessa esiintyneet operatiiviset hy\u00f6dyt \nt\u00e4yttyv\u00e4t loppuk\u00e4ytt\u00e4jien kokemusten mukaan. J\u00e4rjestelm\u00e4n k\u00e4yt\u00f6st\u00e4 koettuja \noperatiivisia hy\u00f6tyj\u00e4 ovat j\u00e4rjestelm\u00e4 helpottaa sek\u00e4 asiakastiedon ett\u00e4 \ntukiprosessin hallintaa, j\u00e4rjestelm\u00e4 vaikuttaa positiivisesti asiakkaille tuotetun \npalvelun laatuun ja j\u00e4rjestelm\u00e4 koetaan hy\u00f6dylliseksi ty\u00f6ss\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Research into customer relationship management systems focuses strongly on \nexamining the success of implementation projects. The end users' experiences \nand the examination of the operational benefits of the system have received very \nlittle attention. This case study examines the utilization of a customer relationship \nmanagement system in the implementation of customer support services and the \neffect of the system on the support process. The perspective is limited to the end \nusers' experience of the system's usefulness and shortcomings. Based on the \nsurvey responses, an eleven-point description of the support process was created. \nThe factors supporting the support process were divided under two themes, \ncommunication and information use as well as automation. Also, from the point \nof view of the support process, the factors that are lacking or that need to be \ndeveloped were divided into two themes, work support and process change. The \noperational benefits that appeared in the previous literature are fulfilled \naccording to the experiences of the end users. The perceived operational benefits \nof using the system are that the system facilitates the management of both \ncustomer information and the support process, the system has a positive effect \non the quality of the service provided to customers, and the system is perceived \nas useful at work.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-11-09T07:13:02Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-11-09T07:13:02Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "39", "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": null, "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": "IT-palvelunhallinta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ITSM", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Tukipalveluiden organisointi projektitalossa asiakkuudenhallintaj\u00e4rjestelm\u00e4n avulla : tapaustutkimus", "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-202311097875", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "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_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "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": "601", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "tapaustutkimus", "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": "tietoj\u00e4rjestelm\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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