Browsing by Author "Haimelin, Lauri"

The aim of this master's thesis was to identify the different customer relationships of an after sales department of a Finnish health technology company and classify them in order to prior- itize the customer relationships. In addition, the aim was to design and implement a customer satisfaction survey for customers, to allow developing and directing the after sales department to better meet customers' wishes and expectations. The study was divided into two parts. In the theoretical part, tools were sought to identify key customers and key networks, which could be used to classify different customers so that they serve the department's operations. The underlying purpose of this classification was to be able to prioritize contacts from customers when customer service was congested. Research for the qualities of a good change agent was made to provide management with the tools to make and manage necessary changes. In the practical part of the study, a customer satisfac- tion survey was conducted for the department's customers. From the results of the customer satisfaction survey, the aim was to locate key factors affect- ing the customer satisfaction. The aim was also to be able to make the necessary changes to the department's operations without increasing the resources. The key customer division of the study was divided into three: country organizations, distrib- utors part of the group and other distributors. The division was largely based on effectiveness and financial ties. The company’s country organizations support other distributors in the coun- try or region and their prioritization has a broader impact. Prioritizing distributors part of the group over other distributors supports the group. The results of the customer satisfaction survey showed that the customers of the after sales department are for the most part very satisfied with the department's operations, and no direct areas for development could be found on the basis of the survey.