För att företag ska överleva så måste de ta hand om sina befintliga kunder såväl som att attrahera nya. CRM eller Customer Relationship Management är en benämning på ett synsätt eller en strategi som används för att förbättra relationen till kunderna. När modern teknologi som Internet och e-mail används för att uppnå målen med CRM kallas det electronic Customer Relationship Management eller e-CRM. Syftet med vår studie har varit att undersöka hur företag använder CRM och e-CRM för att förbättra relationen till sina kunder. För att uppnå detta syfte har en fallstudie gjorts på Handelsbanken.

This report is the result of a master thesis carried out by the author, student at the Royal Instituteof Technology(KTH). The task was performed as a product development process at a companycalled Ameibo AB, located in Stockholm. It is the final task of the studies at the Master'sprogramme Design and Product Realization. The report is structured in a chronological order anddescribes the methods used, the implementation of these methods and a presentation of theresults given from these studies.Ameibo is a company located in Stockholm, distributing films on the internet. The aim of thismaster thesis was to investigate the possibilities of entering the market for portable devices.

The purpose of this essay is to analyse how and why culture and tradition is created and maintained within a minor student society at a Swedish university by looking at its history. The West Coast Nation student society provided the material which was subsequently analysed and three sociological perspectives were applied in order to give the study a theoretical base. In order to investigate the purpose of the society, durkheimian theories on functionalism were applied. Moreover, Bourdieu?s thoughts on social fields were used as well as Elias? theories on the established and the outsiders.

Benchmarking is an established method of working which is often used in order to develop the quality of the organization. However, almost 70% of the organizations with benchmarking fail due to the lack of planning and structuring of the benchmarking exercise. Maintenance sections in the paper and pulp industry are one of those who have decided to conduct benchmarking. Therefore, the purpose of this study is to gain knowledge of how the maintenance sections in the paper and pulp industry deliberately structure and plan to use benchmarking as a driving force for quality development in the maintenance sections.The study is a hermeneutic case study. Telephone interviews and document analysis have been used as data acquisition methods.The results show that there is a lack of both planning and structuring in the benchmarking process, and lack of management commitment for quality improvements within industrial maintenance.

The environmental monitoring in Sweden has been developed by several different parties and is now being coordinated and made more effective in order to meet the current demands on high quality information regarding the state of the environment. Sweden has been divided into five different water districts based on watershed areas because of requirements in the Water Directive of the EU. In Sweden there are two common types of environmental monitoring programs used to gather information on changes in time and in space. Currently both these two types are used for lakes in the water district of the western sea but only one is used for watersheds. The purpose of this report is to supply basic information regarding the possible need for a second environmental monitoring program for watersheds in order to better describe the spatial variation within the district as well as to determine the number of samples necessary in order to describe the district over time and space.

Internet commerce is nowadays a well known phenomenon. There is awareness that a lot of newly created companies operate their business through the Internet. You can see a tendency where many young people try to establish an Internet business with the hope of success and expansion on today?s fierce market rivalry. To achieve success, companies have to consider factors like business concept, logistic knowledge, future vision, resources and contacts when initializing their business.Having this in mind, we can clarify the purpose with this paper: ?To analyze in what way On-line shopping companies that sell consumer electronics, cell phones and music/entertainment products, have expanded? The paper is based on telephone interviews with three On-line shopping companies.

The thesis aims to describe the current sales climate in the context of complex sales in business-to-business. The purpose is to increase the clients knowledge of sales and test the clients hypothesis that the sales climate is changing from Solution Selling to Insight Selling, further the thesis aims to contribute to the scientific debate of sales. Solution Selling is characterized, as the name suggest, by selling of solution to the customers needs. With Insight Selling the seller has a provocative approach towards the customer and the seller is searching for customers in the need of change. This is a qualitative study conducted with eight interviews and one focus group.

This master thesis concerns whether Swedish non-financial listed firms act in accordance with the optimal capital structure theory and/or pecking order theory. The examined period is 1998-2004 and we discover that Swedish companies neither follow optimal capital structure theory nor pecking order theory. From our results we conclude that there exists no single point of the capital structure which is optimal. Rather it seems as if the optimal point lies in-between an interval from 0 to the industry average, where firms tend to be indifferent to their debt-ratios. Our results show that Swedish companies prefer internal financing followed by equity and as last choice debt issuance..

Title Becoming involved in the planning process - from the construction workers perspective.University/Institution Halmstad UniversityKeywordsEmpowerment through participation, construction workers involvement in decision making in the planning process, knowledge management and communication in the planning process, partnering, human resource managementAimThe aim of this bachelor thesis is to provide knowledge and examine how construction workers perceive involvement in the planning process of partnering projects, what they can contribute and what they get out of the planning process.Methodology The study was conducted with a qualitative approach in the form of semi-structured interviews.          The interview studie consist of 10 interviews with construction workers who are specially educated in participating in the planning process at the company ByggDialog AB.ConclusionAll respondents are positive to be involved in the planning process. The main advantages they can see is that they are able to influence technical solutions and methods that will be used later on in the production. Therefore it is important to consider when construction workers should be involved in the planning process so that they get the chance to influence in this decisions.When it comes to the decision making the construction workers should be involved in the decisions that are related to their tasks in the production such as technical solutions, choice of methods and materials. Their main duties and working hours should be in the production.Involvement in planning does not automatically mean that the construction workers are involved in the decision making, it is up to them how much they participate.

This study is intended to identify which factors that influence the success of initiatives in Customer Relationship Management, usually abbreviated as CRM. In the course of this study we have been in contact with forty-two companies operating in Sweden within eleven different sectors in order to find out how they operate regarding CRM initiatives, particularly initiatives within marketing and promotions. Against the data collected during the study it was concluded that the companies working with CRM believed that the CRM initiatives resulted in higher profitability and created more loyal customers. At the same time it was evident that the companies had different views on CRM as a method and its benefits. The majority of the companies could not present any tangible results from CRM-initiatives. It was also revealed that decisions regarding CRM initiatives were based on subjective assessments and without theoretical foundation.

The students participating in my development work will work with a process book for handicraft studies. In the beginning of their studies, the students need practical knowledge about the development of the profession itself, but they also need to be challenged and learn how to solve problems on their own which will help them gain a deeper knowledge of the subject.    I focus on open questions to create a process with the students. This process is created when working with Solution-Focused-Education. Through ?assessment for learning? we can help the students to improve their self-assessment and understanding of the learning process.

With the advent of a range of social networks, librarians all over the world have startedto ask themselves how this new technology can be used as a way to market theirlibraries. Today's information websites and search engines are difficult competitors forlibraries and information centers, and are forcing traditional information institutions tomarket themselves in new ways.Marketing theories have traditionally concerned themselves with money transactionsand marketing of specific services and/or products. Relationship marketing theories, onthe other hand, focus more on the relationship between the customer and the companythat produces the product or service. These two parties are seen as co-producers, andrelationship marketing theories tend to focus more on a win-win situation, than on thecompany gaining power of the customer. The relationship is the important thing, and thetheories concentrate to a great extent on how to nourish these relationships.This paper is a discussion about whether Facebook as a social network is a usable toolfor library marketing.

Computers and business systems are used more frequently in a world where IT gradually is taking over. This is also true when it comes to the real estate valuation process where actors on the Swedish real estate market are using automatic valuation systems for real estate appraisal. But the real estate agents have not yet seen the charm in using these automatic valuation systems for real estate appraisal. Can the real estate agents also use the automatic valuation systems? We developed our three main subjects: the valuation process, an automatic valuation system and the real estate market with assistance from scientific articles.

The aim of the thesis was to explore the attitudes toward social documentation held by care personnel, as well as factors that could have an impact on the process of social documentation. The study is based on a survey encompassing 100 respondents working as care personnel at six different eldercare units at Kungsholmen in Stockholm. The data was analyzed by quantitative methods, using a statistical software package (SPSS). The main questions in the study are whether the respondents know how, what and why they should document, what obstacles they experience and what they would need in order to document more or better, as well as whether there are factors that influence their attitudes and knowledge regarding documentation. The key results show that more time is the most common need, and lack of time the most common obstacle to social documentation reported by the respondents. Furthermore, the results show that those who report that they are satisfied with their working conditions are most likely to also report that they know how and why social documentation should be conducted. These results suggest that it is urgent for organizations to create good working conditions in order to increase motivation for social documentation. The results are analyzed using organizational theories.

Denna kandidatuppsats är skriven i syfte att analysera hur väl företaget ONOFF i Södertälje informerar sina kunder om deras konsumentköprättigheter och hur missnöje vid okunskap kan förebyggas. Uppsatsens problemformulering är därmed hur väl informerar företag sina kunder och hur de kan klara av diskussionen med kunder om deras rättigheter enligt konsumentköplagen.Genom enkätundersökning mättes kundernas kunskaper om konsumentköplagen samtidigt som ONOFFs chef intervjuades för att få information om hur ONOFF informerar sina kunder om deras rättigheter. Dessutom undersöktes informationskällor från ONOFF som broschyrer och deras hemsida.Genom undersökningen har det framkommit att kunder inte alls är speciellt medvetna om vilka rättigheter de har. Personalen utbildas för att kunna informera korrekt men informationskällorna är inte fullständiga och kunder verkar inte angelägna att vilja ta emot juridiska kunskaper. Genom bland annat använda sig av teorier om Word of mouth och Customer delight kan ONOFF eventuellt minska missnöje..