Improving and developing customer knowledge in B2B co-operation plan
Kärkkäinen, Kim (2017)
Lahden ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201703233658
https://urn.fi/URN:NBN:fi:amk-201703233658
Tiivistelmä
The aim of this study was to explore what has to be taken into account when building a new business-to-business co-operation plan with the customers in Sonera. The goal of the co-operation plan is to add more transparency between the company and its clients. It revealed what has to be generated to build a powerful co-operation plan for both parties.
This study focused in ways that are essential when building a collaboration tool.
This study was conducted in autumn 2016. The study focused on factors that are relevant when Sonera wants to renew its customer relationship management with a new way and get the best out of it. New ways were combined mix of service design and co-creation, engaged with customers’ contribution.
The theoretical part of this study defined customer relationship management, outside-in thinking, co-creation and service design and their importance when developing organizations and collaboration with the customers.
The data for the empirical section of this study was obtained by conducting interviews with total of seven customers in different industries. The study revealed actions that are needed to make a successful B2B co-operation plan innovation to work between Sonera and the clients. The method of the interviews was individual theme interview.
This study finds that co-creation and service design are in a key role when establishing a new innovation for collaboration with the customers. It is seen in the study, that without a good and clear customer relationship management it is hard to build long-lasting relationships. List of suggestions was compiled on the basis of the results and provided to a case company to build a new co-operation plan with the clients.
This study focused in ways that are essential when building a collaboration tool.
This study was conducted in autumn 2016. The study focused on factors that are relevant when Sonera wants to renew its customer relationship management with a new way and get the best out of it. New ways were combined mix of service design and co-creation, engaged with customers’ contribution.
The theoretical part of this study defined customer relationship management, outside-in thinking, co-creation and service design and their importance when developing organizations and collaboration with the customers.
The data for the empirical section of this study was obtained by conducting interviews with total of seven customers in different industries. The study revealed actions that are needed to make a successful B2B co-operation plan innovation to work between Sonera and the clients. The method of the interviews was individual theme interview.
This study finds that co-creation and service design are in a key role when establishing a new innovation for collaboration with the customers. It is seen in the study, that without a good and clear customer relationship management it is hard to build long-lasting relationships. List of suggestions was compiled on the basis of the results and provided to a case company to build a new co-operation plan with the clients.