Browsing by Author "Mäkinen, Nora"

Customer acquisition is important for businesses to guarantee their future profitability, as they strive for continuous growth. As customer acquisition takes up considerable resources, it is important to find solutions that are as cost-effective as possible, without compromising the quality. This study examines the cost-effectiveness and productivity of the sponsoring company, by exploring their customer acquisition. As the company carries this out in the form of phone calls, this study will examine the factors that affect these qualities. It will also consider how customer acquisition can be further developed in the future, concentrating on cost-effectiveness and productivity. This thesis has been carried out as a quantitative research. The methods used are traditional for understanding work efficiency and cost calculations, as well as simple key figures for comparison. The material used is the system data provided by the sponsoring company. The costs and work efficiency have been calculated on the basis of the company’s invoicing and monitoring the working hours of the callers. Based on the results, this thesis argues that the choice of call materials used as the basis for customer acquisition, is significant in terms of cost-effectiveness. There are obvious differences between different acquisition areas. However, the largest differences are evident when examining buyer teams within the company, where the differences between separate teams may be substantial. Even buyer areas that are close to one another may be very different from the perspective of customer acquisition. Furthermore, the caller also plays a big role in terms of cost-effectiveness. In the future, customer acquisition should be targeted to areas where it is as cost-effective as possible – effective call materials should be utilised in customer acquisition. Increasing internal cooperation and training the callers in the organization will also lead customer acquisition towards an even more cost-effective direction.