Search results for "asiakaskeskeisyys"
showing 4 items of 4 documents
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Customer relationship management: The evolving role of customer data
2013
Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to their inherent orientation towards selling more products to customers. The perspective on customer data usage needs to better address the strategic goal of serving customers. Consequently, the purpose …
Kahden erilaiseen hoitotulokseen johtaneen masennuksen pariterapiaprosessin vertailua : terapeuttien toimintamallit, vuorovaikutus ja työskentelytava…
2010
Tässä pro gradu –tutkielmassa tarkasteltiin terapeuttien työskentely- ja vuorovaikutustyylien eroja sekä näiden erojen vaikutuksia terapian kulkuun kahden erilaiseen tulokseen johtaneen masennuksen pariterapiaprosessin kohdalla. Tutkielma on osa Jyväskylän yliopiston Dialogiset ja narratiiviset prosessit masennuksen pariterapiassa (DINADEP) –tutkimusprojektia, jonka toteutus on tapahtunut yhdessä psykiatristen ja muiden terveydenhuollon yksiköiden kanssa. Projektin aineisto on kerätty kolmen eri sairaanhoitopiirin alueelta ja jokaisessa tutkimukseen osallistuneessa yksikössä kahdesta terapeutista muodostunut työpari on hoitanut masentunutta asiakasta ja hänen puolisoaan pariterapian avulla.…