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Tilitoimiston asiakaspolun muodostuminen SaaS-toimialalla
(2019)
Tämän kandidaatintutkielman tavoitteena on tutkia tilitoimiston asiakaspolun muodostumista SaaS-toimialalla. Asiakaspolku on tyypillinen tapa tutkia asiakaskokemusta tunnistaa ostoprosessin eri vaiheita, sekä tarkastella ...
Multichannel customer experience management along B2B customer journey
(2021)
Digitalization and globalization have raised the competition between companies due to increased accessibility. This has shifted companies to seek competitive advantages from various perspectives even more actively. The ...
Effect of post purchase actions towards customer experience in a multichannel SaaS environment
(2021)
The goal of this Master’s thesis is to study the development of customer experience and the experiential effect of post purchase actions during a SaaS customer’s journey. Customer journey is typically used to illustrate ...
Digital B2B customer journeys in SMCG industry
(2021)
Digitalization has changed the consumer buying behaviour and this same change has been seen to reflect to business-to-business (B2B) buying as well. Customer journeys and experiences have been mainly studied in ...
B2B customer journeys when purchasing complex solutions : multiple case study in IT-industry
(2021)
This study seeks to develop an understanding on B2B customer journeys in a complex B2B environment. The current literature has a clear research gap in B2B customer journeys as the research of customer journeys focuses ...
Exploring the customer experience through customer journey in online store : case study in the fashion retail industry
(2021)
In today’s retail environment, the number of new online stores is ever increasing, and organizations are facing new challenges in terms of creating outstanding online customer experiences. Improving customer experience has ...
Identifying the relevant touchpoints to influence the customer experience in a small B2B company
(2022)
The purpose of this thesis is to examine what influences the customer experience throughout the customer journey. The thesis was done as a case study for a small family-owned B2B company operating in the highly competitive ...
Customer journey analysis between locking industry company and resale channel
(2020)
The aim of this thesis is to study customer journey in a new setting by replacing the customer of the service provider with a retail channel of the service provider. Commission company of this thesis operates in locking ...
Case yritys X : B2B asiakaskokemuksen muodostuminen ja kehitysmahdollisuudet
(2023)
Tämä tutkielma keskittyy selvittämään asiakaskokemuksen muodostumista ja siihen vaikuttavia tekijöitä B2B-kontekstissa. Työssä tarkastellaan osaa toimeksiantajayrityksen X yhden liiketoiminta-alueen asiakkaita ja heille ...