Developing CRM system for medical equipment Service Company
Miah, Md Rasel (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052313502
https://urn.fi/URN:NBN:fi:amk-2023052313502
Tiivistelmä
The thesis was motivated by a real case involving a medical equipment company operating in hospital machinery services. The aim was to investigate the feasibility of implementing an integrated CRM system and developing a service strategy that would enhance customer loyalty and improve overall sales and revenue for the company.
The empirical results of the thesis are based on qualitative research methods. In-terviews are undertaken to gather primary data information for the study. Howev-er, information for a literature review is acquired through the evaluation of written materials including books, journals, reports and online sources.
The research recommends several measures to promote system integration, including fostering inter-organizational cooperation, raising decision-makers awareness of the benefits of integrated systems, and implementing a quality servicing strategy to enhance customer loyalty for the case company.
The empirical results of the thesis are based on qualitative research methods. In-terviews are undertaken to gather primary data information for the study. Howev-er, information for a literature review is acquired through the evaluation of written materials including books, journals, reports and online sources.
The research recommends several measures to promote system integration, including fostering inter-organizational cooperation, raising decision-makers awareness of the benefits of integrated systems, and implementing a quality servicing strategy to enhance customer loyalty for the case company.