Abstract ? ?Customer relationships ? A case study on Nyby Torshälla Riding Club?Date: December 20th 2011Level: Bachelor thesis, 15 ECTSInstitution: School of Sustainable development of society and technology, Mälardalen UniversityAuthors: Linn Ericsson, Elenor Flodin, Emma Jakobsson22nd June 1987 24th April 1987 24th May 1989Title: Customer relationships ? A case study about Nyby Torshälla Riding ClubTutor: Daniel TolstoyKeywords: Relationship marketing, customer relationships, customer loyalty.Purpose: The purpose of this thesis is to analyze how Nyby Torshälla Riding Club maintains their customer relationships. This is to get a deeper insight into how small service companies, in a business to consumer market on a local basis, strategically can work with their customer care.Method: The study was qualitative in its nature and was based on an inductive approach. The primary data has been collected through personal interviews and since the respondents were selected strategically, this means that a non-probability sampling was used. The secondary data that has been used for this thesis was based largely on literature, articles and the Nyby Torshälla Riding Club website.Conclusion: This study indicates how small size service companies can benefit from nurturing their customer relationships.

The aim of this thesis is to examine the customer profitability in a wholesale company. A case study of Eugen Wiberger AB has been conducted. Firstly the authors have examined the current perception of the company regarding their customer profitability and the results of their calculation of the customer profitability. Secondly an Activity-Based Costing analysis has been performed and has been compared to the perception in the case company. The conclusions are that the smaller customers are the least profitable, and in some cases unprofitable, whereas the larger customers are profitable.

Internal communication is an important factor in organisations today. For many system development teams it?s critical that the communication works well. Without communication, success would be impossible. This study aims to highlight the effect communication has on the members of agile project teams.

The frequency of innovative procurement is currently very low in Sweden. Innovative procurement is to procure unknown solutions to a defined problem or need for which it sometimes has not yet been established on the market.  Current Swedish procurement legislation does not prevent innovation procurement, however, it limits official authorities to actively work with innovative companies to develop new solutions. Furthermore, some conflicts arise between the Swedish procurement legislation and the basic principles concerning public procurement developed under EU law, which must be considered in all procurements. Additionally, there is not a specific procurement procedure designed for innovative solutions in the current legislation.On the 15th of January 2014 three new directives on procurement rules were adopted with the general objective to simplify the procurement process and to make the whole system more flexible. A new procurement procedure has also arisen called innovation partnership.

The study aims to understand the underlying factor why McDonald's customers return despiteprevious failure customer experiences. Why do customers come back to the company thatcontributes to the former dissatisfaction? McDonald's attempt to maintain unceasingpurposeful emergence fail at the local level, where the customer contact occurs. McDonald'sofferings and customers' bounded rationality results in that customers are satisfied with an"ok" experience, which adds to their low expectations of McDonalds. This makes clear thatMcDonald's does not have to make an effort through constant adaptation at the local level toachieve a "great" level of satisfaction.

Syftet med denna uppsats är att undersöka hur inkubatorn Uppsala Innovation Centre (UIC) arbetar med nystartade företag. För att uppnå detta har företagens etableringsprocesser och de hinder de stöter på under denna process studerats, för att sedan analysera hur UIC arbetar för att överbrygga dessa hinder. Uppsatsen bygger på kvalitativa intervjuer och en enkätundersökning med företag som samarbetat med UIC, samt en kvalitativ intervju med UIC:s VD Per Bengtsson. Slutsatsen är att UIC är en välfungerande och uppskattad inkubator, deras största förtjänst är att de med sitt affärscoachprogram lyckats hålla en hög flexibilitet som ger dem möjlighet att anpassa sig efter de olika företagens behov..

Purpose: The purpose of this paper is to create an understanding of how customer engagement, communication / interaction and customer insight are driving forces behind the use of Social CRM from a leadership perspective.Method: The purpose of the study, we believed it was appropriate to use a qualitative approach to conduct the study. The empirical data were collected through semi-structured interviews. The sample consisted of 10 companies located in the Gävle area who are active on social media. The interviews were coded to obtain keywords and patterns. These patterns and keywords are then analyzed to arrive at the study's results.Results and contributions: Our results suggest that all the identified benefits, customer engagement, customer insight and communication are driving forces to make use of social CRM.

Bakgrund och problemformulering - Vi har valt att studera och analysera i vilket avseende det sker user innovation på ett forum skapat av företaget Salesforce. Forumet är ett brand community för användare som utvecklar Salesforce tjänster. Frågeställningarna behandlar om det sker olika typer av user innovation och vad det är som driver användarna till att innovera på det forum vi har valt att studera. Vår studie syftar till att bidra med en bredare kunskap och förståelse kring ämnet då det finns begränsad forskning kring user innovation inom online brand communities idag.Teori - Begreppet brand communities förklaras utifrån Muniz och O?Guinns (2001) synsätt som innebär att ett online brand community är en samlingsplats på internet dedikerat till ett specifikt varumärke.

The increased specialisation and complexity in products and services has created the need for Swedish companies to focus more on their core businesses. This has resulted in them opting to buy services and products that lie outside of their core business from consultancy businesses or other types of suppliers. When companies describe their offers in internal and external marketing it is done often in terms of company or service attributes that are not based on customer value or offered value for the customer. The reason for this is that companies have not adapted their services to the different needs of their customers. As a result of this, they run the risk of offering the same services as their competitors and communicate values that the customers either do not understand or experience as value adding. By using the theory on the data collection from the case company we have an understanding and shown how the customer values can be developed from a service company?s internal and external prerequisites and competitive advantages.

This master of science thesis intends to examine how the established innovation theoriesinteracts with the social and cultural phenomena arising from the reduction in communicationcosts as a result of the development of the internet.The aim is to present a knowledge inventory of attitudes to and experiences of an openapproach, with emphasis on collaborative innovation, in product and service developmentdriven companies in different fields. The studied theories and the empirical results forms thebasis for an analysis of how companies can benefit from the diversified knowledge that existsoutside their borders as well as an exploration of the potential for this kind of knowledgeexchange to act as a catalyst for innovation.The theoretical part of the study is based essentially on two tracks: (1) innovation theories witha focus onopen innovation and user innovation, and (2) a broad review of how theories ofdiversified knowledgeand collective intelligence has become possible to apply in an innovationcontext. The empirical part of the study is based on material obtained from semi-structuredinterviews with respondents from six companies.The results show that companies have implemented unstructured innovation initiatives withoutany formal links to the structured product development processes, which are part of thecompanies core activities. The main conclusions include the following insights: There is a needfor structured links between the unstructured initiatives and the core activities, which makes itpossible to take promising ideas to market. The companies also have to lose some control of theunstructured initiatives; consequently it is impossible to pinpoint what the outcome will be.

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.

The purpose of this study is to identify a successful way of expanding a business on a global market, focusing on innovation products. An analysis was also made to see how internationalization theories are useful in businesses with innovation products. Four companies have been interviewed where two of them have innovation products (Proline AB and Q-Med AB) and the others are widely successful in exporting to a global market (Safegate Group and Weda Poolcleaners AB). Furthermore four interviews have been made with support organizations that have great experience in helping companies in this area (Svenska Uppfinnareföreningen, Almi Företagspartner AB, Exportrådet and The Swedish-American Chambers of Commerce).One of the results that can be identified is the diverse view and will to expand the business. The inventor often has a born global strategy in mind whereas the helping organizations rather expand step by step and only to one country at a time.

The purpose of this thesis is to analyze and identify a selected number of key factors in successfully implementing open innovation. More precisely, it looks at how value is maximized using open innovation practices. The scientific approach taken is based largely on the network perspective, which puts relations to other companies in focus. An extended view of the resource based view (RBV), different from the traditional one by taking also external resources into account, is in addition central to understanding the use of external resources to create internal value. The two main research questions strive to look at how the company locates relevant partners and what the relations that are established with these partners should look like to get the most of open innovation.