Syfte: Vårt syfte med uppsatsen är att med hjälp av enkäter och de kriterier som finns i teorin undersöka hur långt de medverkande företagen har kommit i deras framgång gällande Customer Relationship Management. Metod: Vi har gjort en kvantitativ enkätundersökning där vi har tillfrågat 30 företag i Ronneby. Vi har sedan analyserat detta utifrån diagram som vi har fått fram i Excel. Slutsatser: De flesta företagen i Ronneby är bara i början av CRM och de kan med enkla medel komma mycket längre..

The modern beauty market is concentrated with intense competition where cosmetic brands fight to stay on top. A popular method in order to gain sales and increase margins is to influence existing customers to buy more with the use of suggestive selling. The purpose of this paper, was to further examine the different effects of suggestive selling with the use of complementary versus non- complementary goods in the form of customer satisfaction, customer view of the service encounter, as well as success in sales. In addition, the influence of the customer's purchase amount on the tendency to buy an extra product in a suggestive selling situation was examined. The study was conducted through the use of a field experiment with the support of surveys in 'The Body Shop'.

Titel: e-Commerce and Relationships ? Customer Relationship Management This bachelor thesis is brought together to analyze the transformation from traditional marketing to Customer Relationship Management. The development in the technology world has made the marketing focus shift from products and their functionality to customers and value creation. Because of the tougher competition that developed from new channels of communication, corporations had to generate new sources of value for their customers in order to establish lasting relationships with them. Therefore we found it interesting to investigate how companies within the e-commerce business handle the transition towards customer relationship management.

For a company to survive it has to make a profit. To make a profit transactions are necessary and to achieve this a company can choose to focus on creating loyal customers. Loyal customers can contribute to secured revenues, increased market shares and reduced marketing costs. Research within customer loyalty has mainly focused on different types of loyalty and the impact it has on customers behavior. However, there is a lack of research concerning which factors that create loyal customers.

This paper studies, from a client perspective, how three Swedish municipalities work with information about a voucher system in homecare. The paper is a qualitative study using structured informant interviews and analysis of documents. The interviewees are responsible of information about the voucher system in the municipalities. The studied documents describe and clarify the voucher system of the municipality. Neo-institutional organization theory is used to analyse the result.

The companies of today figures on a hardly competitive market. This makes it necessary for the company to find new way to create competition advantages. Since it is no longer enough to compete with the technical quality of the product the companies are forced to also enhance the functional quality. To accomplish this it becomes necessary for producing companies to be customer oriented. A customer oriented company culture can be reached with the help of internal marketing in which different activities work to inform and teach the employees about the company strategy and also about their own role as part-time marketers.This thesis examines Electrolux, a company which is currently striving to develop a customer oriented company culture.

This essay highlights the Swedish retail companies? engagement in ethics and environment issues as a part of the business concept. The Customer is today more aware about what is going on in the world than ever before. Two of the main reasons are the Internet and the globalization. In relation to the customer being more aware about the situation in the world today, the demand for products which have been produced in consideration of ethical and environmental values has increased.

The study aimed to evaluate picture communication during clinical as-sessment and intervention procedures in paediatric care. As part of the project KomHIT (Augmentative communication in paediatric health care settings) care professionals at different care units were provided with education and designed pictorial supports. These consisted of appointment letters with pictorial support, visual schedules and communication boards with both general and specific vocabulary. Care professionals and parents to children with and without communication disabilities participated. Survey data from care professionals and parents at five care units was supplemented with qualitative data from an interview with a multiprofessional group at one of the care units.

New innovation and technology have influenced the development of product development processes and the four largest banks in Sweden have more or less been forced to adapt their products and services along new customer requirements. It may therefore be considered appropriate to involve customers in this process. This by collecting customer information and allow customers to influence the process to a greater extent. The payment solutions of Sweden?s largest banks' continue to evolve and to pay with electronic money has come to change banks' product development processes of payment solutions.

Background: There has been a movement of power towards customers in most markets which puts higher demands upon the customer orientation of organizations to survive competition. In general the opinion is that satisfied customers also are profitable for the organization. Even though a consciousness exists about this connections importance for the organization there exists no prominent economical theory showing how a organization should work with customer adaptation and how management should be shaped for success in this area. In the field of competitive sports clubs a similar trend is discernible since the field is increasingly commercialized.Purpose: The purpose of this study is to adapt The Balanced Scorecard as a model to the demands on management that customer orientation causes and to use the knowledge created during the study to show how customer orientation in a competitive sports club could look.Realization: The study first takes the form of a literature study which emerges into a theoretic development. Above that a case study of Linköpings Hockey Club has been accomplished so that knowledge created from the literature study could be used on competitive sports clubs.

The aim of this research was to examine how the relationship between consultants and their customers can increase the value for the customer and to see how consultants can act to gain closer relationships with the customers. An empirical study has been performed through case studies with a consultant and six customers to the consultant. The theoretical areas for the analysis are customer value and relationship development between seller and buyer. Our conclusions of the research were that values for the customers are increases with closer relationships. The increased value lays in lesser uncertainty when repurchasing.

This paper was written at the Baltic Business School in Kalmar. The purpose was to analyze and determine the importance of packaged holidays within the tourism and travel sector and how value can be created for the customer. This have been done with a focus on the chosen parts; customer needs and how packaging can create value, how companies can work to give the customer increased value through packaging, last but not least how companies segment the market and if there are specific segments that prefer packaging. We have applied the qualitative method through conducting four face-to-face interviews and one phoneinterview. The purpose of this paper is not to generalize, but to show patterns in the chosen subject.

This thesis focuses on RM and customer relationships and tries to answer two research questions: how firms can retain customers and how to generate profitable customer relationships by using relationship marketing. We conducted case studies on JOB media, a company in Luleå, and Polardörren, a company in Öjebyn, Piteå. Our research has revealed that in many ways our case study companies conform in major ways to the theory in this particular area. However there are differences between how these two firms go about in regard to customer retention and establishing profitable customer relationship. We have discovered that JOB media, which is a service company is more inclined to maintaining close and long-term relationships with its customers.

The purpose of this study was to look into the work of care organizers for elderly care, in three municipalities in southern Sweden, and how they use the law and local guidelines to evaluate the need for home care. The intention was to determine if presence of relatives makes a difference in the needs assessment and if the care organizers practice harmonize with the guidelines. To do this, we did a qualitative study alongside with analyzing each of the local guidelines. By interviewing five care organizers, we were able to see their side of elderly care and how they combine the law and local guidelines in their daily work with elderly care. Our main themes are, in short, the law and local guidelines, the view of care organizing and needs and also closeness to relatives.

Research in the FMCG sector shows that in-store atmosphere has a great impact on customer attitude and behavior. Despite this, there is a lack of knowledge regarding how the atmosphere influences the customer in a fashion store setting. The purpose with this paper is to investigate if and how visible in-store atmospherics influence customer attitude and behavior in a fashion store setting. We also investigate if behavior and attitude is affected by the customer's expertise and the purpose of the visit. The study takes place in two different fashion stores within the same fashion chain.