Current operations and development of an IT company: Synchronizing product development and sales
Juntunen, Sami (2020)
Juntunen, Sami
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120125332
https://urn.fi/URN:NBN:fi:amk-2020120125332
Tiivistelmä
The aim of this thesis was to study the cooperation between the product development and the sales team in the client company Finnish Net Solutions Oy. The objective was to identify and gather solutions for more valuable customer engagement and improvements for its product “Diarium" which is a specialised software for therapists.
The literature consists of theories of both sales principles as well as the impact of research and development, which was crucial to give insights to understand better how to create research that would benefit both departments’ needs. The two activities had not been combined before, so the aim was to create new information by uniting and targeting them in the case company to generate new market value for its product and customers.
Methodology chosen for this research is quantitative research methods. The research consisted of two separate surveys for two target groups, new and current customers. The first survey aimed to research the customer journey as well as new customers’ first impressions of the product and the customer engagement. The second survey aimed to gain more detailed feedback on the product use and the company’s support of current customers. By combining this information, the company achieved better understanding of the direct customer interface in order to create more customer-centric and valuable services.
The outcome of the research combined with the theory generated a considerable amount of new ideas and suggestions for the company about its upcoming activities. Due to the lack of answers in the survey for new customers, the research did not achieve to assemble a broader picture of its study area. However, the survey for current customers managed to fill the information gap. Finnish Net Solutions can utilise these ideas and the analysis in their future projects. The research could be widened to a more extensive time period, which could lead to more responses from the target groups as well as concrete proof of benefits that this study generated.
The literature consists of theories of both sales principles as well as the impact of research and development, which was crucial to give insights to understand better how to create research that would benefit both departments’ needs. The two activities had not been combined before, so the aim was to create new information by uniting and targeting them in the case company to generate new market value for its product and customers.
Methodology chosen for this research is quantitative research methods. The research consisted of two separate surveys for two target groups, new and current customers. The first survey aimed to research the customer journey as well as new customers’ first impressions of the product and the customer engagement. The second survey aimed to gain more detailed feedback on the product use and the company’s support of current customers. By combining this information, the company achieved better understanding of the direct customer interface in order to create more customer-centric and valuable services.
The outcome of the research combined with the theory generated a considerable amount of new ideas and suggestions for the company about its upcoming activities. Due to the lack of answers in the survey for new customers, the research did not achieve to assemble a broader picture of its study area. However, the survey for current customers managed to fill the information gap. Finnish Net Solutions can utilise these ideas and the analysis in their future projects. The research could be widened to a more extensive time period, which could lead to more responses from the target groups as well as concrete proof of benefits that this study generated.