Web 2.0 is a relatively new concept which has made significant progress on the Internet. More recently, corporations as well have begun to get use of the different types of applications that are assigned to the Web 2.0. Organizations are primarily interested in making use of Web 2.0 in two areas: inside the company to increase efficiency and productivity, and from the organization to the customer to improve revenue and customer satisfaction. We have chosen to take a closer look at this last area, as can be seen as a CRM context. Our interest is to investigate how such a context may change by implementing some kind of Web 2.0 technology.

This examination paper concerns how a organization can reach right quality. In this case the focus is on the communication of the soft product quality within an organization to achieve right quality. To fulfill the aim of this study a case company has been used to be able to show the absence in the topic. The questions of the study are: How have the customer?s needs been communicated within the organization? What absences are there today concerning the communication of the customer?s needs within the organization? How can the communication of the customer?s needs within the organization improve?The aim of this study is to describe and analyse how the transmitting of the customer?s needs concerning soft product quality is made today in the case company and to reach any improving suggestions.

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

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.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

The purpose of this thesis was to investigate the communication between banks and their customers. Delimitations were made and the focus became towards upper secondary school students. The study was based on two interviews with bankers on different locations and with different stature, and a focus group consisting of eight upper secondary school students. The conclusion of the thesis was that there are certain problems in the communication between banks and upper secondary school students. The bank didn?t always communicate on the same level as the students when they presented their proposals.

The manufacturing industry is currently in a short-term downturn while the competition is increasing. The result of this is that companies must find new ways to bring out their products. Traditional competitive strategies, such as low pricing, is not sufficient today as the customer is inquiring something more than just a good product. Higher demands are presented on an accurate, well functional, communication between customer and companies, as this has become an important strategic factor in achieving long-term profitability.The aim of this independent project was to analyze and evaluate the communication process between a company and its sales companies.In order to illustrate this process, a case study was carried out at Alfa Laval, their sales companies and employees at their distribution center in Tumba. In order to see the differences in attitudes between the management, the sales companies and the employees regarding communication and involvement a gap analysis were used.The theoretical part of the study considers theories about business mission, communication, involvement, quality and creating value.The result showed that a smaller gap exists between the sales companies and the management while a slightly larger one exists between the employees and the management.

This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between empirical observations and theory. The framework is based on the categorization of four customer relationship groups and the appropriate customer accounting methods to be used for each relationship. The fashion company, that recently assessed the profitability of its customer base in an aim to implement a new customer strategy, is the object of the qualitative case study. The case study reveals that all customer relationships are to be found at Whyred, except the connective customer relationship.

This study analyses how different companies offer customer support through social media andthe customer experience of it.Facebook emerged in Sweden during 2008 and today it has more than 800 million user acrossthe globe. Initially Facebook was created for individuals. However, over time, Facebook hasincreased its functionality to support the presence of companies as well. Today most companieshas got a Facebook page and through it, they can easily communicate with their customers.Customer support is one of the communication forms that Facebook is used for.1A questionnaire that received a hundred responses together with a survey of the differentFacebook pages was done in order to determine how the companies work through socialmedia. The results from the questionnaire and the survey was analyzed with different theoriesregarding corporate presence on social media and Facebook.The results shows that only a few people actually used Facebook for customer support butamongst the ones who did the majority thought it worked well.

This qualitative case study, made with four companies, looks closer at how more effective information management, with the help of IT-systems, affect companies market communication and relations to customers and suppliers. Customer Relationship Management perspective is used and Enterprise Resource Planning-systems are the ground for new technology change. The main conclusions are that new technology affects the outcome of companies? relationships towards their customers and suppliers and that the processes and activities between the involved parties are more closely linked. Also involving your suppliers and external actors makes the information handling more effective and companies that do so most likely have a competitive advantage..

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.

This study investigates communication and data in information systems. The paper deals, more specificly, with communication in a CRM-system implemented in a Swedish-founded company in Beijing, China. It discusses cultural, political, linguistic and gender based dilemmas that can arise from the use of a CRM-system in an international and bilingual environment. Fifty-nine interviews were conducted in Sweden and in China, either in Swedish or English. The result of this study shows that communication in the information system is affected by factors, that are not originated in technical shortcomings of the system, but rather from cultural, political, linguistic and gender based pre-knowledge among individuals.

Today many companies are using advertising agencies in marketing. That makes the advertising agencies responsible for delivering their clients messages and values to the final customer. Therefore it is very important that communication between an advertising agency and their client works in a way that they have similar marketing goals, despite all the factors that may distract this communication.The object of this essay is to study communication between advertising agencies and their clients, especially when it comes to setting up goals and that way highlight the problems that may occur and to make both the advertising agencies and their clients understand the importance of successful communication.We have done our research by interviewing representatives from advertising agencies and clients to advertising agencies. The interviews have given us some understanding on the subject which we have based our theories on, so we have used an inductive and hermeneutic approach to the subject.By modifying the theories we chose from the beginning and adapting them to the results of our research we have tried to show the advertising agencies and their clients the importance of effective and reliable communication between them. We also want to highlight the problems that may occur in the communication and give advice that hopefully can be used to improve the communication.The communication seems to work well and so does, according to our interviewees the co-operation overall.

We are two students of Horticulture management with marketing profile, now doing an extended course in Business Leadership within horticulture and agriculture. During our 2 years of studies we have used the same company once before, and this project is an expansion of a previous piece of work. We decided, in agreement with the company, to use an inquiry for our study. For this we have contacted 290 of the company's already existing customers. The primary purpose of the survey is to analyze the service offered by the company.

This paper examines how companies in a transparent industry work to satisfy the customer in an extended way, to offer value added products that in the end enables the customer to be loyal to the company. We have studied the insurance industry in Sweden and have focused on five different insurance companies. Four of them, Folksam, Länsförsäkringar, Trygg-Hansa and Dina Försäkringar, where we have focused on Ölands Försäkringar which is part of the Dina Försäkringar group, are some of the largest insurance companies in Sweden. The fourth company is Swedbank which is a bank that has started to offer insurances.Our results demonstrate that it is important for the company to see the customer not only in a profitability aspect; the company has to find out what the customer gets in return. In that case the possibility for the customer to change company decreases and the chance that the customer becomes loyal increases.