Modeling business cooperations and the CRM system for the technical sector : City of Heinola
Vinkka, Laura (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025072923721
https://urn.fi/URN:NBN:fi:amk-2025072923721
Tiivistelmä
This thesis explores the development of business cooperation models and the implementation of a customer relationship management (CRM) system tailored for the technical sector of the City of Heinola. The study addresses the challenges of enhancing business collaboration within municipal operations, with a focus on optimizing procurement processes, framework agreements, and projects.
A mixed-method research approach was utilized, combining qualitative thematic interviews with key personnel and quantitative data from municipal records. The empirical research revealed significant gaps in procurement efficiency, project integration with businesses, and the centralized use of CRM systems. The Microsoft Dynamics 365 CRM system was modeled to address these issues, providing a framework for improving communication, transparency, and engagement with business stakeholders.
Key findings include the identification of major business interfaces within the technical sector, highlighting the importance of streamlined procurement processes and active project participation by local businesses. The research concludes that adopting a structured CRM system enhances operational efficiency, fosters equitable communication with businesses, and supports strategic municipal goals. Recommendations for further research include evaluating the longterm effectiveness of the CRM system and exploring broader applications of the proposed business cooperation models.
A mixed-method research approach was utilized, combining qualitative thematic interviews with key personnel and quantitative data from municipal records. The empirical research revealed significant gaps in procurement efficiency, project integration with businesses, and the centralized use of CRM systems. The Microsoft Dynamics 365 CRM system was modeled to address these issues, providing a framework for improving communication, transparency, and engagement with business stakeholders.
Key findings include the identification of major business interfaces within the technical sector, highlighting the importance of streamlined procurement processes and active project participation by local businesses. The research concludes that adopting a structured CRM system enhances operational efficiency, fosters equitable communication with businesses, and supports strategic municipal goals. Recommendations for further research include evaluating the longterm effectiveness of the CRM system and exploring broader applications of the proposed business cooperation models.