Essays about: "Anna Rengstedt"

Found 1 essay containing the words Anna Rengstedt.

  1. 1. The Migration Measurement Model - How to Measure the Success of a Channel Migration in Customer Support

    University essay from Lunds universitet/Produktionsekonomi

    Author : Anna Rengstedt; [2014]
    Keywords : customer migration; web-based self-service; service channels; support metrics; customer behavior; Technology and Engineering;

    Abstract : Purpose: The purpose of this thesis is to develop a theoretical framework that enables a company to measure the success of an initiative that migrates customers from one channel to another, in order to improve or upgrade the way of handling customer support between the company and its end customers. Methodology: The strategy for this thesis was to carry out an iterative case study - theory-led by explaining the causes of events and processes from the literature, and discovery-led by exploring the key issues in ACTIVE Network‟s migration. READ MORE