Benefits of Customer Relationship Management software of Satakunta Chamber of Commerce
Ngadiman, Arif (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061218594
https://urn.fi/URN:NBN:fi:amk-2020061218594
Tiivistelmä
The goal of the thesis is to find out the benefits of the CRM software used in Satakunta Chamber of Commerce. Through various research on the CRM system and survey conducted on the user satisfaction has provided important information about the organization. The results can provide the organization better understanding and impact of its CRM system.
Having worked with the organization as a trainee for three months has provided a deep understanding of the current CRM system such as objectives and challenges in implementation. This thesis is part of an agreement with the Satakunta Chamber of Commerce on conducting the research. It is in my interest to provide to results the organization.
The main objectives are finding out types of benefits the software is providing the users, impact on overall business process, the overall technicalities and functionalities, and types of improvement that can be made on the CRM software. Identifying the research problem and questions will help to create a guideline and focus on the most important part that needs a solution.
The primary method of collecting the data was done through an online survey and the theoretical part support in gaining the results. Most of the sources were gain through electronic database systems such as Ebook Central, EBSCO, and Finna. The questionnaire was constructed and created based on the research questions and the research problem. The reason problem is, what are the benefits of CRM software that is currently being used in the Satakunta Chamber of Commerce?
Based on the research results of the CRM software, several issues have been identified such as business and customer strategy, organization understanding of its CRM system, and how to take advantage of the tools of the CRM system. The organization needs to understand what types of strategy need to be implemented when employing the CRM system.
Having worked with the organization as a trainee for three months has provided a deep understanding of the current CRM system such as objectives and challenges in implementation. This thesis is part of an agreement with the Satakunta Chamber of Commerce on conducting the research. It is in my interest to provide to results the organization.
The main objectives are finding out types of benefits the software is providing the users, impact on overall business process, the overall technicalities and functionalities, and types of improvement that can be made on the CRM software. Identifying the research problem and questions will help to create a guideline and focus on the most important part that needs a solution.
The primary method of collecting the data was done through an online survey and the theoretical part support in gaining the results. Most of the sources were gain through electronic database systems such as Ebook Central, EBSCO, and Finna. The questionnaire was constructed and created based on the research questions and the research problem. The reason problem is, what are the benefits of CRM software that is currently being used in the Satakunta Chamber of Commerce?
Based on the research results of the CRM software, several issues have been identified such as business and customer strategy, organization understanding of its CRM system, and how to take advantage of the tools of the CRM system. The organization needs to understand what types of strategy need to be implemented when employing the CRM system.