Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company

Detalhes bibliográficos
Autor(a) principal: Nooren, Ella
Data de Publicação: 2012
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10316/21510
Resumo: Dissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.
id RCAP_8d865741976c1c9b8f3f35bebb9f888e
oai_identifier_str oai:estudogeral.uc.pt:10316/21510
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing companyCustomer relationship managementCustomer satisfactionFujitsuLoyaltyRelationship marketingDissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.This case study named “The impact of customer relationship management on fujitsu as service providing company” has as its main aim analysing the impact of CRM on a company’s customer satisfaction. What are the benefits for a company by using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu measures its customer satisfaction is one of the issues developed in this thesis. Some of the methods used are Customer Satisfaction Interview Programme (CSIP); Customer Satisfaction Scorecard (CSS) and User Surveys. These surveys give Fujitsu the opportunity to acquire a better overview of the customers' satisfaction. Nevertheless, its not for sure that these aims and predictions will be completely successful and in this theses, and through this Study Case, we will try to understand the success level of these methods and prediction and analysis of a CRM tool implementation in Fujitsu, as per the objectives established in this dissertation. Therefore is the general objective of the thesis analysing the impact of CRM on a company’s customer satisfaction. In order to respond to this objective we will study firstly how Fujitsu measures its customer satisfaction at this moment. By getting an answer to this objective, we will be able to identify what the company misses by not using CRM and identify what is missing in Fujitsu’s current customer satisfaction measurements and what CRM could add. In a second stage, it is important to study what would change if Fujitsu used CRM - its impact. In order to respond to this, we will study several theories and concepts related to the term CRM. Also will we study the benefits, advantages and disadvantages for the organization using CRM. We predict that CRM would give Fujitsu a better knowledge of their customers, which could lead to the development of better relations with Fujitsu’s existing customers. This can lead to better marketing of products and services and better deal qualification by focusing on several aspects. Besides all this, it is also very important to try to predict the risk of the implementation of using CRM. This case study involved the use of multiple sources and techniques in the data gathering process. The analysing techniques and tools to collect data used were surveys, documentation review and observation. The variants included in this particular study case were Literature Case Study, developed by looking exclusively at already existing/published materials and Field Case Study which involves the gathering of original research by gathering data within the context being studied, involving also direct observation.FEUC2012-12-06info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesishttp://hdl.handle.net/10316/21510http://hdl.handle.net/10316/21510engNooren, Ella - Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company. Coimbra, 2012Nooren, Ellainfo: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:RCAAP2022-01-20T17:48:37Zoai:estudogeral.uc.pt:10316/21510Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:46:35.382232Repositório 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 Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
title Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
spellingShingle Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
Nooren, Ella
Customer relationship management
Customer satisfaction
Fujitsu
Loyalty
Relationship marketing
title_short Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
title_full Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
title_fullStr Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
title_full_unstemmed Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
title_sort Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company
author Nooren, Ella
author_facet Nooren, Ella
author_role author
dc.contributor.author.fl_str_mv Nooren, Ella
dc.subject.por.fl_str_mv Customer relationship management
Customer satisfaction
Fujitsu
Loyalty
Relationship marketing
topic Customer relationship management
Customer satisfaction
Fujitsu
Loyalty
Relationship marketing
description Dissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.
publishDate 2012
dc.date.none.fl_str_mv 2012-12-06
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/10316/21510
http://hdl.handle.net/10316/21510
url http://hdl.handle.net/10316/21510
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Nooren, Ella - Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company. Coimbra, 2012
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv FEUC
publisher.none.fl_str_mv FEUC
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
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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
_version_ 1799133741996572672

Registros relacionados