Customer Relationship Management- research : Case: Learnpoint Oy
Lehtonen, Niko (2015)
Lehtonen, Niko
Tampereen ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015111616490
https://urn.fi/URN:NBN:fi:amk-2015111616490
Tiivistelmä
The objective for this thesis is to report the responses Learnpoint´s customers have filled on the customer survey. The survey was sent to clients in few parts during the year 2015. As the company does approximately 50 - 80 projects in a year the amount of answers is not that high. From the responses the author can create suggestions for the company to improve their operation and improve the customer satisfaction level.
Thesis consists of three parts. Theoretical part introduces the company, Learnpoint, and how they operate. Among the company presentation the thesis presents customer relationship management (CRM) and customer satisfaction in general. Also survey and observation as study methods are explained and introduced.
The second part of the thesis is the data analysis. All the questions are opened with written text and graphs combined with the authors observational attentions. The second part consists also from the studied literature to support and negotiate with the observational and survey results.
The third part of this thesis offers Learnpoint suggestions to improve their customer relationship management and customer satisfaction. With the information received from the survey and observation the author is able to give development ideas for the future project. Even though the amount of responses is not that high, it will give a relevant picture for the company as they usually have fewer than 100 inlet projects per year.
Thesis consists of three parts. Theoretical part introduces the company, Learnpoint, and how they operate. Among the company presentation the thesis presents customer relationship management (CRM) and customer satisfaction in general. Also survey and observation as study methods are explained and introduced.
The second part of the thesis is the data analysis. All the questions are opened with written text and graphs combined with the authors observational attentions. The second part consists also from the studied literature to support and negotiate with the observational and survey results.
The third part of this thesis offers Learnpoint suggestions to improve their customer relationship management and customer satisfaction. With the information received from the survey and observation the author is able to give development ideas for the future project. Even though the amount of responses is not that high, it will give a relevant picture for the company as they usually have fewer than 100 inlet projects per year.