Customer Relationship Manage-ment and Customer Retention in the Amica Restaurant at Valmet Oy Ltd.
Ck, Nischal (2015)
Ck, Nischal
Jyväskylän ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015121621024
https://urn.fi/URN:NBN:fi:amk-2015121621024
Tiivistelmä
The aim of the thesis was to increase the understanding of customer retention by in-vestigating a service company able to improve their customer retention through cus-tomer relationship management. Companies may choose to apply different parts of customer relationship management to their businesses through technology and other means of communication with their customers, various training programs and other resources devoted towards the employees of the company. Evaluating the past and present behaviour makes it possible for the company to adopt the most effective business strategy.
A qualitative and semi-structured research method was adopted in order to explore the relationships between the service providing company and their customers to promote their customer retention strategy. The results of the research indicate that to be able to attract and keep customers by increasing the customer retention rate, companies have adopted a proactive approach devoting time and resources to stay in touch with their customers. This way companies not only can increase their competitive advantage but can also develop a sense of seeking benefits not just for the company but also for their customers.
The conclusions are that companies have to realize that they have to do things right by listening to their customers and adopting a strategy based on mutual agreement with the customers. The company has a better chance to overcome their competitors and be more efficient in building relationships with their customers by promoting customer retention.
A qualitative and semi-structured research method was adopted in order to explore the relationships between the service providing company and their customers to promote their customer retention strategy. The results of the research indicate that to be able to attract and keep customers by increasing the customer retention rate, companies have adopted a proactive approach devoting time and resources to stay in touch with their customers. This way companies not only can increase their competitive advantage but can also develop a sense of seeking benefits not just for the company but also for their customers.
The conclusions are that companies have to realize that they have to do things right by listening to their customers and adopting a strategy based on mutual agreement with the customers. The company has a better chance to overcome their competitors and be more efficient in building relationships with their customers by promoting customer retention.