Denna rapport handlar om implementering samt användning av den kundorienteradeaffärsstrategin Customer Relationship Management, CRM. Enligt statisk från Gartner,misslyckas företag med två av tre och orsaken är att det är få som har kunskap om vad CRMegentligen är och hur det bör implementeras, då informationen som har samlats in ofta varitöverflödig och det har därmed varit svårt att kunna förutse kundernas behov. Syftet meduppsatsen är därför att ta reda på hur långt de medverkande företagen inom Sverige harkommit i deras implementering gällande Customer Relationship Management och i hur storutsträckning företagen tillämpar kriterierna i teorin för en bra kundrelation. Resultaten skaligga till grund för möjligheter att utveckla företagens kundrelationer. Med hjälp av enenkätundersökning har empiriskt material samlats in och sammanställt med den teoretiskareferensramen.

The purpose of this study was to gain an understanding of the structured and evidence-based assessment tool/method The Brief Child and Family Phone Interview (BCFPI) trough a social psychology perspective of conversation. The aim was especially to seek an understanding of the method considering aspects of children?s participation. The research question was: how do the method users apprehend the advantages and the limitations of the BCFPI method considering aspects of children?s participation.

The purpose of this study is to examinehowdemocracy andstudent participation hasbeen developed inthethree curricula for upper secondary school. To find this out, I have used the following questions:?Howare the conceptsof democracy and student participationformulated in the various curricula Lgy70, Lpf94 and Gy11? ?What changes with regard to these formulations have been made between the curricula Lgy70, Lpf94 and Gy11?The essay is written so that I have interpreted my empirical material to make a discourse analysis in which I analysethe three curricula of upper secondaryschool with the intention to highlight how the ideal of student participation was supposed to look like. The source material that I use in the essay arethe three curricula;Lgy70 , Lpf94 and Gy11 .Student participationhas had a major role in allthecurricula,but ithas changed in how it was madeand how it would be implemented. Lgy70stresses thatformal and collective participation is important, but there are indications of ashift to a more personal and informal participation forthe students.

This paper examines the consequences of membership and participation in immigrant associations on individual immigrants? political integration and indirect political participation with reference to Swedish society. The theoretical underpinnings consist of a social structural outlook on social capital, combined with the Civic Voluntarism Model, both of which focus on the potential role of social networks for moving people into political action. After a presentation of parallel qualitative data over the experiences of individual members in a Finnish and Bosnian-Hercegovinian organisation, it is suggested that immigrant associations support the political integration of their members into the host society. Firstly, the case studies indicate that members of immigrant associations gain the opportunity to augment their civic skills, which is a significant prerequisite for political participation.

The Swedish sports retail industry has experienced extensive growth during the last decade, and this has attracted new entrants to the market, both start-ups and international followers. This has inevitably put more pressure on incumbents, which are now confronted with major challenges as how to retain their customers and market shares. Customer loyalty has been proved to be an important factor for customer retention and proposed to constitute inertia of switching behavior. In light of this problematization, the purpose of this study is to describe the underlying factors of loyalty and whether purchase habits could further explain customer loyalty. The aim is also to understand the strategic implications of the factors involved.

The smartphone market is growing rapidly, between Google Play and App Store more than 25 billion apps have been downloaded since 2008. Today many companies develop their own smartphone applications (apps) for their customers. We believe that many apps are developed without much consideration about the actual value it brings to the customer, and through them, value for the company. Instead they create applications with hope of keeping the company modern. Developing and implementing apps in a business is neither easy nor free and must therefore add value to the business in some way.

AbstractThe purpose of this study is to clarify and analyze the servicescapes impact on brand image and customer loyalty among general dealers. The research question that we have used in the study is what characterizes the connection between the servicescape and the possibility to maintain and strengthen the customer relation among general dealers. The study is based on a qualitative approach and we have conducted eight interviews with experts and special advisers within the field. We have chosen to focus our study on the fact the market for general dealers have changed and the demands from the customers are severed throughout the years. The servicescape consists of the physical surroundings where the service is produced, examples of factors that influence the servicescape is the employees and the customers.

Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities? makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background studies is that parents and students are asked to respond to simple Web-based surveys. Customer satisfaction and/or customer dissatisfaction options are presented in tabular form, based on the percentage that expresses a particular position within a query.

The purpose of this thesis was to examine how the build-up of customer relations can be characterized at the end of the industrial selling process and how companies engage their cross-functional selling teams into this relationship building effort. Through a case study of Omega, a multinational company engaged in the selling of products of an industrial character, it was revealed that the build-up and maintaining of the customer relationship is of acute importance, as it presents the company with a window of opportunities. Through its relationship with the customer the company can be able to sell other products, which are related to the original purchase made by the customer. For the company?s competitors the established relationship might also serve as a barrier when attempting to enter the market or increase market share.

AbstractThe banking industry has during later years gone through several technological changes (Svenska Bankföreningen 2014). These big changes have led to several advantages seen both from a customer ? and corporate point of view. Advantages in easier usage, increased availability and more competition have made the banks more cost effective at the same time as the customer is being offered better prices. Even though the advantages seem to weigh over the disadvantages there are still those who thinks that things where ?better in the past?.

Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities? makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background studies is that parents and students are asked to respond to simple Web-based surveys. Customer satisfaction and/or customer dissatisfaction options are presented in tabular form, based on the percentage that expresses a particular position within a query.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

The aim of the study has been to explore what participation and hope means for persons with disabilities living in an institution called Horizon House, in Stellenbosch South Africa. The aim has also been to discover the South African approach to disability and how Horizon House fits into this approach. Horizon House is an institution and a protective workplace in Stellenbosch for adults whose main impairment is of an intellectual nature but there are also physical and emotional disabilities. Another aim has been to explore the perspectives of the residents. The research questions of the study are: ? What does participation imply for the residents of Horizon House?? What does Hope represent for the residents of Horizon House?? What importance can hope have for people with disabilities, in their approach towards increased participation? We travelled to South Africa during a two week period in March 2009, where we participated at the protective workplace of Horizon House.

Earlier research has shown that young and adult citizens in Europe participate in politics in different ways. While adult citizens participate in more traditional ways, non-traditional ways are more frequent among younger citizens. Moreover, issue-based participation increases when Europeans turn away from mainstream politics. Citizens in the European Union EU-15 between 15-24 ages are likely to be ?critical? citizens of a working democracy compared to people in older ages (Sloam, 2016).