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.

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.

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.

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.

Today endless choices exist for a customer in the grocery store in terms of information, products, brands and prices. Consequently, it is important for retailers and brand owners to gain insights in how they can manage to break through the clutter to reach the customer. Displays that include some kind of motion element are assumed to possess an attention grabbing ability, which is a necessary first step in influencing the customer?s decision making. Therefore we have explored whether so called dynamic displays are efficient in grabbing attention and influencing customer behaviour.

This study examines the eWOM effect, more specifically: how customer reviews effects consumers. The study is based on a modified version of the Regulatory Focus Theory which describes consumer behavior using consumer consumption goals. The purpose of this study was to examine how positive and negative customer review's influence consumers when analyzing products that are equally characterized by two consumption goals: promotion and prevention goals. The authors combined quantitative (questionnaire) and qualitative (focus groups) research methods with the sample selection for both research methods being based on students of Södertörns University. Results indicate that negative customer reviews have a stronger influence on consumers than positive customer reviews when analyzing products that are equally characterized by the promotion goals and prevention goals.

Over the last couple of years the airline business has gone through some turbulent changes, which has meant that customer loyalty has been affected. It?s no longer certain how or why customers are loyal to an airline, although the companies now use more and more complicated loyalty programs to keep their customers.The purpose of this essay has therefore been to examine what makes customers loyal to a service business, and what is the extent of their loyalty.To be able to answer these questions, a survey about costumers loyalty were accomplished. The results we received show that availability is the most significant issue for customers of SAS, and satisfaction is the minimum requirement for the customer. But to be able to attract loyal customers the airline has to offer them more..

In the late 20th century there has been some changes in the public sector. These changes are described as New Public Management. When ideas from the private market is transferred to the public sector, for example to regard citizens as cus-tomer. Central in this paper is the use of term customer in the Swedish public sec-tor. There are two questions in the paper; which possibilities has a disappointed customer to effect the public sector, and what may happen with democracy, the common good, when the citizen becomes a customer?To answer the questions I study two different cases, Svedala kommun and the tax department, Skatteverket.

The web has a broad affect on the global economy and can among other things be used for web based information systems (WIS). These systems have grown from being used as a market platform to support all activities in the work of an organisation of today. To survive in a turbulent competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation between customer and supplier and through that have a possibility to increase the customer use since it can facilitate business processes and imply that services can be offered in a new way.

This paper is a degree project on the C-level, 15 points at University West, Department of Business and IT dept. Informatics. This study is about agile methodology and its impact on IT projects. Requirements management is a process within an IT project, where customer has certain requirements that must be met by an IT system. The difference between the traditional and agile development is in the requirements management process and it can cause problems in a project.

The process of value creation is rapidly shifting from a product- and firm-centric view to personalized consumer experience today. Informed, networked, empowered and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer as well as the experience factor plays an increasingly important role in determining the success of a company?s offering. In this study, a special type of co-creating experience is investigated - ?omstartspex? - where the audience is interacting with actors during the play.

There is now a trend to move closer to the customer in the form of long-term and lastingrelationships. The market today is characterized by growing competition with new playersconstantly arising. In order to gain competitive advantage with the increasingly challengingmarket, companies require to place the customer in the centre. Being close to the customerand engage in successful efforts to create customer loyalty has become a critical successfactor in many businesses. Especially when the customers in today's market is becomingincreasingly unfaithful and continuously looking for new companies with new productofferings.Many companies have now also realized the importance of trying to retain existing customersas it is more profitable than constantly trying to acquire new ones.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.