Modern Methods for Improved Customer Service

Abstract

This thesis has been created to understand how companies can positively separate themselves from competition with improved customer service experiences. Thesis will investigate the factors that lead to better customer experiences and will also explain how these factors can be implemented inside an organization. There are many ways to implement strategies, but this thesis will limit the research to understand how technology can play a part in helping organizations to create better customer experiences.

Thesis consists of four parts:

Chapters 1-2 will explain the research aim and the process how the research will be executed.

Chapters 3 and 4 will cover the theoretical framework of how companies can differentiate themselves with improved customer experiences.

Chapters 5-8 will focus on the implementation on how the theoretical framework can be implemented inside an organization, using technological softwares.

Chapters 9 and 10 will conclude the thesis with an answer to the research question and give further recommendations how the research could be continued.

This thesis is supported and commissioned by a company called Salesforce.