Remote work impact on the relations between ABB and customers
Tetorkin, Oleg (2021)
Tetorkin, Oleg
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021112922293
https://urn.fi/URN:NBN:fi:amk-2021112922293
Tiivistelmä
The goal of this thesis is the understanding of the best models of communication with customers after the COVID-19 pandemic of 2020–2021, when almost all communications and events with customers moved into an online format. Now that the restrictions imposed by the pandemic are finished, an open question still remains: can the online mode be used as widely in future years, or will customers prefer some other format of work? How does remote work impact the relations with customers? Is the online mode the future or a way to nowhere? To help answer those questions and to understand the mode of communication preferred by customers, a survey was created and distributed among ABB’s customers in Estonia, Latvia, Lithuania, Belarus and Kazakhstan, and the managers of the companies in question were interviewed.
As the topic is quite new for business in general (the pandemic is not over even now), not much literature related to the topic in question is available at present. As the theoretical background, interviews with and the views of the CEOs of the companies located in Eastern Europe on the problem were used, as well as the scientific works of specialists and other sources. In the above-mentioned countries, the level of fully vaccinated population in September 2021 according to the information of the WHO (2021) varied between 15% (Belarus) and 58% (Lithuania), so sooner or later will all Covid restrictions will be removed, and ABB should have a strategy for that time as to how build relations, what mode of activities would be preferable in the new conditions to avoid mistakes and continue to develop business with customers with the available online and offline tools
As the topic is quite new for business in general (the pandemic is not over even now), not much literature related to the topic in question is available at present. As the theoretical background, interviews with and the views of the CEOs of the companies located in Eastern Europe on the problem were used, as well as the scientific works of specialists and other sources. In the above-mentioned countries, the level of fully vaccinated population in September 2021 according to the information of the WHO (2021) varied between 15% (Belarus) and 58% (Lithuania), so sooner or later will all Covid restrictions will be removed, and ABB should have a strategy for that time as to how build relations, what mode of activities would be preferable in the new conditions to avoid mistakes and continue to develop business with customers with the available online and offline tools