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Palvelukonseptin asiakaslähtöisyys -Case Topcart Oy:n huoltopalvelut
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyö tehtiin Topcart Oy:lle, jonka toimialana ovat tulostimet ja tulostintarvikkeet. Opinnäytetyön tavoitteena oli selvittää yrityksen palvelukonseptin, eli huoltopalveluiden, asiakaslähtöisyys. Asiakaslähtöisyys selvitettiin tiedustelemalla...
This thesis was commissioned by Topcart Oy, which operates in the printer and printing supplies industry. The purpose of the thesis was to investigate the customer orientation of the company's service concept regarding its maintenance services. The customer orientation was examined by surveying the opinions of the company's customers in terms of how the maintenance service had managed its tasks. The research was considered necessary as the importance of having different supplementary services in the service package has increased in the industry during the past few years and the company's competitive advantage is closely connected to its free of charge maintenance services. The theoretical section of the thesis contains a discussion of the relevant literature and interviews with Topcart Oy's country manager, Mr Caius Grann. The literature related to services, service concepts, service processes and customer orientation. Mr Grann works as a manager at the company's unit in Finland and has been several years' experience in the industry. The empirical research of the thesis was conducted as a quantitative survey of all Topcart Oy's customers. An electronic questionnaire was used to gather the information, which was analysed by cross tabs in December 2010. The questionnaire was divided into four different sections. According to the results of the research, the customer orientation of the service concept of Topcart Oy was considered to be extremely good. Customer cooperation and the service process of the maintenance services of the company were felt to be executed very well and the customers valued the free of charge aspect of the maintenance services....
This thesis was commissioned by Topcart Oy, which operates in the printer and printing supplies industry. The purpose of the thesis was to investigate the customer orientation of the company's service concept regarding its maintenance services. The customer orientation was examined by surveying the opinions of the company's customers in terms of how the maintenance service had managed its tasks. The research was considered necessary as the importance of having different supplementary services in the service package has increased in the industry during the past few years and the company's competitive advantage is closely connected to its free of charge maintenance services. The theoretical section of the thesis contains a discussion of the relevant literature and interviews with Topcart Oy's country manager, Mr Caius Grann. The literature related to services, service concepts, service processes and customer orientation. Mr Grann works as a manager at the company's unit in Finland and has been several years' experience in the industry. The empirical research of the thesis was conducted as a quantitative survey of all Topcart Oy's customers. An electronic questionnaire was used to gather the information, which was analysed by cross tabs in December 2010. The questionnaire was divided into four different sections. According to the results of the research, the customer orientation of the service concept of Topcart Oy was considered to be extremely good. Customer cooperation and the service process of the maintenance services of the company were felt to be executed very well and the customers valued the free of charge aspect of the maintenance services....
Asiakkuuksien hallinnan kehittäminen esimerkkiyrityksessä
(Laurea-ammattikorkeakoulu, 2011)
syitä, asiakkuuksien kehittymistä sekä erityisesti asiakastyytyväisyyttä ja pohtia keinoja kehittää asiakkuuksien hallintaa. Opinnäytetyö tehtiin toimeksiantona suomalaiselle valokuvatuotanto- ja valokuvaaja-agentuuriyritykselle. Kyseinen yritys halusi...
Customer relationship management is today an indispensable part of every successful business. Its primary objective is to increase the company's knowledge of its customers. When a company is better able to meet the customers’ needs, there is a corresponding improvement in customer profitability, thus increasing the total value of the business. The purpose of this study is to examine customer relationship development and customer satisfaction in a case company and consider ways to improve their customer relationship management. The thesis was carried out under a contract with the Finnish photography Production Company. The company wanted to determine the reasons why customers chose their services, how the customer relationships had developed, whether or not customers were satisfied and also to use the information collected on their own customer relationship management and marketing to increase productivity. The research component of the thesis was conducted using a traditional customer satisfaction survey, which was delivered via an Internet link sent by email. Questions were created on the basis of background theory discussed in the thesis, and the questionnaire was sent to all clients of the company. The research problem was to develop customer relationship management in a more productive direction. Overall, the results of the survey were positive for the company. Although several problems became apparent, they did not significantly weaken the results. Nevertheless, the results indicated that better customer classification and monitoring, the introduction of a CRM system and training offered to advertising agency clients would be likely to increase the number of loyal customers and would have a positive impact on the total value of customer relationships....
Customer relationship management is today an indispensable part of every successful business. Its primary objective is to increase the company's knowledge of its customers. When a company is better able to meet the customers’ needs, there is a corresponding improvement in customer profitability, thus increasing the total value of the business. The purpose of this study is to examine customer relationship development and customer satisfaction in a case company and consider ways to improve their customer relationship management. The thesis was carried out under a contract with the Finnish photography Production Company. The company wanted to determine the reasons why customers chose their services, how the customer relationships had developed, whether or not customers were satisfied and also to use the information collected on their own customer relationship management and marketing to increase productivity. The research component of the thesis was conducted using a traditional customer satisfaction survey, which was delivered via an Internet link sent by email. Questions were created on the basis of background theory discussed in the thesis, and the questionnaire was sent to all clients of the company. The research problem was to develop customer relationship management in a more productive direction. Overall, the results of the survey were positive for the company. Although several problems became apparent, they did not significantly weaken the results. Nevertheless, the results indicated that better customer classification and monitoring, the introduction of a CRM system and training offered to advertising agency clients would be likely to increase the number of loyal customers and would have a positive impact on the total value of customer relationships....
Facebookin hyödyntäminen yrityksen digitaalisessa markkinoinnissa : Case:The Left Shoe Company
(Laurea-ammattikorkeakoulu, 2011)
ollut yhteydessä yritykseen. Facebook-markkinointiviestinnässä on muistettava, että sosiaalinen media on kaksisuuntaista ja avointa. Kommunikointi ja keskustelu ovat sosiaalisen median tunnusmerkkejä. Tässä opinnäytetyössä tutkitaan sosiaalisen median ja...
Use of Facebook in Digital Marketing Case: The Left Shoe Company Social Media has become even more important part of marketing for companies. Today Facebook is not just bringing out new and unprecedented possibilities for companies to reach a wider segment of customers, introduce new products and services but it has also created a possibility for customer to get familiar with the company before actually visiting its stores. Communication and conversation are both main features of social media. This thesis is about to examine company’s possibilities and constraints in the most known social media, Facebook. In this Bachelor's thesis the focus is on a company called The Left Shoe Company. The aim is to find a way how The Left Shoe Company should utilize possibilities provided by Facebook. During making this thesis was also important to see and explore social media itself why was seen that only way to do it properly is to create a Facebook pages for The Left Shoe Company. The research method used was qualitative method. The empirical part of the thesis consists of multi-method-researches which are observation, mapping, interviews, and benchmarking. One of the research components was to analyze what have been mentioned in digital media about The Left Shoe Company. The ways how to reach the most optimal segments to have transparent conversation are researched as well. Benchmarking likewise was found to be a good way to approach. In the benchmarking part two companies are compared that have utilized Facebook and its possibilities in the most efficient ways. The whole data of this thesis consists of literary sources as well as internet sources. As a con-clusion it can be said that The Left Shoe Company should absolutely get involved with social media, and more precisely with Facebook. Facebook offers a great change for the company to get attention it needs, and an opportunity to increase its brand and recognizability. With the right measures and tools Facebook will provide a major advantage for making business....
Use of Facebook in Digital Marketing Case: The Left Shoe Company Social Media has become even more important part of marketing for companies. Today Facebook is not just bringing out new and unprecedented possibilities for companies to reach a wider segment of customers, introduce new products and services but it has also created a possibility for customer to get familiar with the company before actually visiting its stores. Communication and conversation are both main features of social media. This thesis is about to examine company’s possibilities and constraints in the most known social media, Facebook. In this Bachelor's thesis the focus is on a company called The Left Shoe Company. The aim is to find a way how The Left Shoe Company should utilize possibilities provided by Facebook. During making this thesis was also important to see and explore social media itself why was seen that only way to do it properly is to create a Facebook pages for The Left Shoe Company. The research method used was qualitative method. The empirical part of the thesis consists of multi-method-researches which are observation, mapping, interviews, and benchmarking. One of the research components was to analyze what have been mentioned in digital media about The Left Shoe Company. The ways how to reach the most optimal segments to have transparent conversation are researched as well. Benchmarking likewise was found to be a good way to approach. In the benchmarking part two companies are compared that have utilized Facebook and its possibilities in the most efficient ways. The whole data of this thesis consists of literary sources as well as internet sources. As a con-clusion it can be said that The Left Shoe Company should absolutely get involved with social media, and more precisely with Facebook. Facebook offers a great change for the company to get attention it needs, and an opportunity to increase its brand and recognizability. With the right measures and tools Facebook will provide a major advantage for making business....
Hyvinkään Tahkon pesiskoulun suunnitelma
(Laurea-ammattikorkeakoulu, 2011)
Tämän opinnäytetyön tarkoituksena on tehdä suunnitelma pesiskoulun järjestämisestä hyvinkääläisille ala-asteikäisille lapsille. Työn tavoitteena oli tehdä toimeksiantajalle valmis pohja onnistuneen tapahtuman järjestämiseen, ...
Sisäisen viestinnän kartoitus ja kehittäminen Kantasäästöpankki Oy:ssä
(Laurea-ammattikorkeakoulu, 2011)
Laurea-ammattikorkeakoulu Tiivistelmä
Laurea Hyvinkää
Liiketalouden p2p-koulutusohjelma
Sisäisen viestinnän kartoitus ja kehittäminen Kantasäästöpankki Oy:ssä
Vuosi 2011 Sivumäärä 58 ...
TUPAS-tunnistautuminen : soveltamismahdollisuudet Laureassa
(Laurea-ammattikorkeakoulu, 2011)
Laurean tietohallinnon toimeksiannosta toteutetun toiminnallisen opinnäytetyön tarkoituksena oli kartoittaa TUPAS-tunnistamisen käyttömahdollisuudet Laurea-ammattikorkeakoulussa. Kartoituksen pohjalta laadittiin perusteltu ...
Maksuhaluton velallinen, ulosoton erikoisperintä ja taloudellisen laskusuhdanteen vaikutus ulosottoon
(Laurea-ammattikorkeakoulu, 2011)
Laurea-ammattikorkeakoulu Tiivistelmä
Hyvinkää
Liiketalous
Oikeudellinen osaaminen
Minttu Saarelainen
Maksuhaluton velallinen, ulosoton erikoisperintä ja taloudellisen laskusuhdanteen vaikutus ulosottoon
Vuosi ...
Kulta sijoituskohteena
(Laurea-ammattikorkeakoulu, 2011)
opinnäytetyön tarkoituksena on selvittää, minkälainen sijoituskohde kulta on. Tutkimuksessa selvitetään, minkälaisin muodoin yksityissijoittaja voi sijoittaa kultaan ja mikä näistä sijoittamisen muodoista on kannattavin ja järkevin valinta sijoittajan kannalta...
In 1971, the United States government abandoned the gold standard and stopped the direct convertibility of the United States dollar to gold. Investing in gold is popular these days around the world and gold prices can fluctuate like any other commodity. The gold price has increased sharply in the 2000s. The purpose of this thesis is to discover what kind of investment gold is. The study examines the ways a private investor can invest in gold and considers which of the ways might represent the best choice for a private investor. The study will also determine how gold yields compare to other investment instruments and the correlation gold has with investments. The theoretical section explains the basic theory of investing and describes other investment instruments, which are defined as: shares, funds, commodities and bonds. The theoretical section includes a history of gold and discussion of the properties of gold as a raw material. It will also present factors influencing the value of gold, such as gold production, gold world reserves and gold supply and demand. The empirical section of the thesis focuses on comparing different forms of gold investment, including physical gold, gold funds, gold derivatives and gold stocks. Correlation and gold price development are compared with gold versus stocks, long-term interest, commodities and currencies. Investing in physical gold or gold funds is considered to be the best way to invest in gold in terms of yield. The gold fund, which invests directly in physical gold, will have the same return as investing directly in physical gold, without the need to consider to other factors, such as the selection of products and vendors. The study shows that gold has had a positive correlation with stocks and commodities, while the correlation with long-term interest is negative. In comparison to other investment instruments gold did well, though stocks also pay dividends and this is a significant benefit off stocks compared to gold....
In 1971, the United States government abandoned the gold standard and stopped the direct convertibility of the United States dollar to gold. Investing in gold is popular these days around the world and gold prices can fluctuate like any other commodity. The gold price has increased sharply in the 2000s. The purpose of this thesis is to discover what kind of investment gold is. The study examines the ways a private investor can invest in gold and considers which of the ways might represent the best choice for a private investor. The study will also determine how gold yields compare to other investment instruments and the correlation gold has with investments. The theoretical section explains the basic theory of investing and describes other investment instruments, which are defined as: shares, funds, commodities and bonds. The theoretical section includes a history of gold and discussion of the properties of gold as a raw material. It will also present factors influencing the value of gold, such as gold production, gold world reserves and gold supply and demand. The empirical section of the thesis focuses on comparing different forms of gold investment, including physical gold, gold funds, gold derivatives and gold stocks. Correlation and gold price development are compared with gold versus stocks, long-term interest, commodities and currencies. Investing in physical gold or gold funds is considered to be the best way to invest in gold in terms of yield. The gold fund, which invests directly in physical gold, will have the same return as investing directly in physical gold, without the need to consider to other factors, such as the selection of products and vendors. The study shows that gold has had a positive correlation with stocks and commodities, while the correlation with long-term interest is negative. In comparison to other investment instruments gold did well, though stocks also pay dividends and this is a significant benefit off stocks compared to gold....
Opiskelijoiden ja tutoropettajien halukkuus lähteä mukaan verkkokurssiin – CASE: Massidea.org
(Laurea-ammattikorkeakoulu, 2011)
Opinnäytetyön tavoitteena on selvittää ovatko ammattikorkeakouluopiskelijat ja tutoropettajat halukkaita osallistumaan Massidea.org-verkkoyhteisöön sekä – kurssiin. Pohditaan myös, onko tutoropettajan kurssien suosittelulla vaikutusta opiskelijoiden...
Students and Tutor Teachers Willingness to Participate Network Course - CASE: Massidea.org The purpose of the Bacherlor’s thesis was to clarify if the students of a University of Applied Sciences and tutor teachers are willing to participate in the Massidea.org network community and course. This thesis also deliberated if the recommendation of the tutor teachers’ courses has an effect on the students' course choices. Massidea.org will benefit from this study by continuing it and developing it so that Massidea.org can be obtained around new students and users. The theoretical frame of reference introduces and discusses viral marketing, recommendation marketing and network communities. The section of viral marketing in the theoretical background concentrates among other things on its success factors and explains what the recommendation will be about. A qualitative research has been used in this thesis. The students' research material was collected with the help of interviews. The answers were obtained from 12 students. To the tutor teacher a questionnaire was sent by e-mail. The answers were received from ten tutor teachers. The results of the study clearly indicate that the students are not very interested Massidea.org as a network community, they would not recommend it to others, because the community feels confucing etc. On the other hand, students like Massidea.org online courses. The tutor teachers consider the Massidea.org network course to be creative and suitable for study modules of Laurea University of Applied Sciences....
Students and Tutor Teachers Willingness to Participate Network Course - CASE: Massidea.org The purpose of the Bacherlor’s thesis was to clarify if the students of a University of Applied Sciences and tutor teachers are willing to participate in the Massidea.org network community and course. This thesis also deliberated if the recommendation of the tutor teachers’ courses has an effect on the students' course choices. Massidea.org will benefit from this study by continuing it and developing it so that Massidea.org can be obtained around new students and users. The theoretical frame of reference introduces and discusses viral marketing, recommendation marketing and network communities. The section of viral marketing in the theoretical background concentrates among other things on its success factors and explains what the recommendation will be about. A qualitative research has been used in this thesis. The students' research material was collected with the help of interviews. The answers were obtained from 12 students. To the tutor teacher a questionnaire was sent by e-mail. The answers were received from ten tutor teachers. The results of the study clearly indicate that the students are not very interested Massidea.org as a network community, they would not recommend it to others, because the community feels confucing etc. On the other hand, students like Massidea.org online courses. The tutor teachers consider the Massidea.org network course to be creative and suitable for study modules of Laurea University of Applied Sciences....
Markkinointisuunnitelma Myllykosken Pallo -47 juniori- ja harrastetoiminnalle
(Laurea-ammattikorkeakoulu, 2011)
Tämä opinnäytetyö on tehty toimeksiantona jalkapalloseura Myllykosken Pallo -47:lle (MYPA). Opinnäytetyön aiheena on markkinointisuunnitelman laatiminen seuran juniori- ja harrastetoiminnalle. Myllykosken Pallo -47 on Kouvolan Myllykoskella vuonna...
Marketing plan for Myllykosken Pallo -47’s junior and amateur activities This thesis was conducted as an assignment for Myllykosken Pallo -47 (MYPA) football club. The Primary option of this thesis was to create a marketing plan for the club’s junior and amateur activities. Myllykosken Pallo -47 is a football club from Myllykoski, Kouvola, it was founded 1947 and its men’s club team has played continuously in the Premier Division of Finnish football Veikkausliiga since 1992. The Club also won the Finnish championship 2005 and it has belonged to the top football teams in Finland for a long time. The theoretical frame of this work is based on literature dealing with sports marketing, marketing, and sponsorship, interviews with personnel and electronic material and the club’s own materials. The marketing plan was created to match the customer’s needs and aims with their request. The purpose of this thesis was to create a written proposal for Myllykosken Pallo -47 for one year. The purpose of the operating plan is to work as an effective basis and tool while carrying out the annual sales and marketing plan. The aim of the thesis is to develop the already existing operations and to search for new opportunities of activities. With these activities we aim to get concrete financial benefits for Myllykosken Pallo -47’s junior and amateur activities....
Marketing plan for Myllykosken Pallo -47’s junior and amateur activities This thesis was conducted as an assignment for Myllykosken Pallo -47 (MYPA) football club. The Primary option of this thesis was to create a marketing plan for the club’s junior and amateur activities. Myllykosken Pallo -47 is a football club from Myllykoski, Kouvola, it was founded 1947 and its men’s club team has played continuously in the Premier Division of Finnish football Veikkausliiga since 1992. The Club also won the Finnish championship 2005 and it has belonged to the top football teams in Finland for a long time. The theoretical frame of this work is based on literature dealing with sports marketing, marketing, and sponsorship, interviews with personnel and electronic material and the club’s own materials. The marketing plan was created to match the customer’s needs and aims with their request. The purpose of this thesis was to create a written proposal for Myllykosken Pallo -47 for one year. The purpose of the operating plan is to work as an effective basis and tool while carrying out the annual sales and marketing plan. The aim of the thesis is to develop the already existing operations and to search for new opportunities of activities. With these activities we aim to get concrete financial benefits for Myllykosken Pallo -47’s junior and amateur activities....









