Client engagement of a SaaS solution : Gfoundry case

Detalhes bibliográficos
Autor(a) principal: Gomes, David Miguel Oliveira
Data de Publicação: 2022
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.5/24840
Resumo: Mestrado Bolonha em Management
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spelling Client engagement of a SaaS solution : Gfoundry caseDigital SolutionSaaSEmployee EngagementGamificationCustomer Success ManagementData VisualizationMestrado Bolonha em ManagementThe current Report follows the professional experience at GFoundry - a leading digital solution for Employee Engagement with Gamification. The role of the International Business Developer is, on a first level, to manage the Domestic Market and support the international expansion of the organisation. On a secondary level, and directly related to the Research Problem from the current report, the goal is to create a Data Visualization tool that allows the GFoundry team to quantify the current level of engagement from its clients. The intention is for this tool to have a direct impact on Customer Success Management, while understanding the main trends from the Client's Engagement. Following this challenge, the Literature Review focuses on gamification and its application in relevant areas, employee engagement and its impact on organisations, and finally (and most importantly) in Customer Success Management and the importance of those processes for SaaS solutions. The methodology was developed in order to create an Engagement Matrix that allows the GFoundry team to understand, in real time, what are the current levels of engagement of the clients with the digital solution they have implemented in their internal structures. The result, deployed to Partners and Clients in Google Sheets, co-relates the usage of the platform from the employees (through their visits to the frontend) with the usage of the Backoffice (where all the information available in the frontend is managed). This co-relation provides a quantitative score that allows to position the companies in a Matrix - the Engagement Matrix. The tool has a significant impact in the long-term sustainability of the company, since the information provided by the tool allows to understand not only how the clients are, at the moment, engaged with the platform, but also allows to understand historical trends that might indicate positive or negative changes in the way clients are using the platform. With this information, the Business Development Team can efficiently manage clients and guarantee their licenses' renewal.Instituto Superior de Economia e GestãoAfonso, AnaCarvalho, JoãoRepositório da Universidade de LisboaGomes, David Miguel Oliveira2022-07-14T08:57:22Z2022-032022-03-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.5/24840engGomes, David Miguel Oliveira (2022). “Client engagement of a SaaS solution : Gfoundry case”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestãoinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-03-06T14:54:30Zoai:www.repository.utl.pt:10400.5/24840Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:08:47.766046Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Client engagement of a SaaS solution : Gfoundry case
title Client engagement of a SaaS solution : Gfoundry case
spellingShingle Client engagement of a SaaS solution : Gfoundry case
Gomes, David Miguel Oliveira
Digital Solution
SaaS
Employee Engagement
Gamification
Customer Success Management
Data Visualization
title_short Client engagement of a SaaS solution : Gfoundry case
title_full Client engagement of a SaaS solution : Gfoundry case
title_fullStr Client engagement of a SaaS solution : Gfoundry case
title_full_unstemmed Client engagement of a SaaS solution : Gfoundry case
title_sort Client engagement of a SaaS solution : Gfoundry case
author Gomes, David Miguel Oliveira
author_facet Gomes, David Miguel Oliveira
author_role author
dc.contributor.none.fl_str_mv Afonso, Ana
Carvalho, João
Repositório da Universidade de Lisboa
dc.contributor.author.fl_str_mv Gomes, David Miguel Oliveira
dc.subject.por.fl_str_mv Digital Solution
SaaS
Employee Engagement
Gamification
Customer Success Management
Data Visualization
topic Digital Solution
SaaS
Employee Engagement
Gamification
Customer Success Management
Data Visualization
description Mestrado Bolonha em Management
publishDate 2022
dc.date.none.fl_str_mv 2022-07-14T08:57:22Z
2022-03
2022-03-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.5/24840
url http://hdl.handle.net/10400.5/24840
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Gomes, David Miguel Oliveira (2022). “Client engagement of a SaaS solution : Gfoundry case”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Instituto Superior de Economia e Gestão
publisher.none.fl_str_mv Instituto Superior de Economia e Gestão
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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