CRM objectives and benefits for small and medium B2B enterprises : case study Green Attachments Oy, Finland
Awah, Pascaline Tengie (2020)
Lataukset:
2020
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020060517357
https://urn.fi/URN:NBN:fi:amk-2020060517357
Tiivistelmä
The thesis was set out to examine the objectives and benefits of customer relationship management in a small B2B enterprise firm The aim of the thesis therefore was to identify the objectives that are pursued and the advantages which follow when a CRM system is implemented in a small B2B enterprise in Finland.
The main research methodology was a case study. For this thesis, Green Attachments Oy, a Finnish cleantech company, is highlighted as the the case study enterprise. An in-depth case study was conducted on the objectives and benefits of a CRM system in the case organization. The thesis looked at ways in which the case study enterprise puts its CRM system into full usage. A quantitative research approach in the form of a descriptive survey research was used and primary data was collected through an interview with the management of Green Attachments Oy, Lahti in Finland. The personal interview survey design used to gather primary data for this thesis and the SPSS Analysis Model was the methodology used to present and analyze primary data for this thesis. In using secondary data sources, information gotten for the thesis was also developed through qualitative research. In addition, secondary sources of data were gotten by the help of books, journals, e-books, websites and online material.
Study findings indicated that the major CRM objectives pursued, and the major CRM advantages realised by a small and medium B2B enterprise in Finland are identifiable and can be clearly described. The study recommended that enterprises should consider implementing Customer Relationship Management systems that are efficient and effective.
The main research methodology was a case study. For this thesis, Green Attachments Oy, a Finnish cleantech company, is highlighted as the the case study enterprise. An in-depth case study was conducted on the objectives and benefits of a CRM system in the case organization. The thesis looked at ways in which the case study enterprise puts its CRM system into full usage. A quantitative research approach in the form of a descriptive survey research was used and primary data was collected through an interview with the management of Green Attachments Oy, Lahti in Finland. The personal interview survey design used to gather primary data for this thesis and the SPSS Analysis Model was the methodology used to present and analyze primary data for this thesis. In using secondary data sources, information gotten for the thesis was also developed through qualitative research. In addition, secondary sources of data were gotten by the help of books, journals, e-books, websites and online material.
Study findings indicated that the major CRM objectives pursued, and the major CRM advantages realised by a small and medium B2B enterprise in Finland are identifiable and can be clearly described. The study recommended that enterprises should consider implementing Customer Relationship Management systems that are efficient and effective.