Customer service and relationship management
Kibitok, Wilson (2018)
Centria-ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201804305933
https://urn.fi/URN:NBN:fi:amk-201804305933
Tiivistelmä
The objective of this thesis was to find out how a good customer service and relationship management could be essential to the customer satisfaction and the growth of the organisations. The study report analyses the benefits of a good customer service and the relationship management in achieving the customer satisfaction. The technique used to carry out the study was a qualitative research method where the interviews were used to find out the information from the six different organisations operating in a business to business perspective. The commissioner of this thesis was H&A Team Oy. The aim of the report was to focus and to emphasize on how customer service and relationship management can be well implemented within the business organisations for the maximum and quality customer satisfaction.
The theoretical framework of this thesis consists of the customer service management and relationship management with their brief definitions and the explanations. The different ways of customer service management and types of the customer relationship management have been highlighted in the report. The study covers how efficient service delivery can be enhanced and equivalent recommendations on what to focus on more to achieve equivalent satisfaction to the customers.
The conclusion of the study found out that customers service and relationship management is equivalent to customer satisfaction and reputation of the organisations to its customers. Researches carried out highlighted that good services given to the customers result in customers being satisfied which in return builds and strengthens the relationship between the companies and the customers.
The theoretical framework of this thesis consists of the customer service management and relationship management with their brief definitions and the explanations. The different ways of customer service management and types of the customer relationship management have been highlighted in the report. The study covers how efficient service delivery can be enhanced and equivalent recommendations on what to focus on more to achieve equivalent satisfaction to the customers.
The conclusion of the study found out that customers service and relationship management is equivalent to customer satisfaction and reputation of the organisations to its customers. Researches carried out highlighted that good services given to the customers result in customers being satisfied which in return builds and strengthens the relationship between the companies and the customers.