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.

Real estate agent is a popular occupation that many young people study today. They enter the market and will have to compete with experienced real estat agents. Why should the customer choose them instead of those with more experience? We describe the character of services offered, expectations and customer satisfaction. We have chosen to give a questionnaire to customers and real estat agents.

Title: Strategies for competition ? a study of the Swedish contact lenses market.Authors: Pernilla AArskog and Annika Lange.Background: As a market gets more mature and the competition increases, it is more important for a company to apply the right strategic perspective. There are four fundamental strategic perspectives for a service-oriented business: a core product-, a price-, an image- and a service perspective. This study is a about service management and take its point from the theories from the Nordic School about strategies for competition, customer value, perceived customer quality and customer loyalty.Purpose: The main purpose with this study is to analyze and evaluate how the actors at the Swedish market of contact lenses should compete to gain further competitive advantages.Method: The study includes four qualitative interviews with two traditional opticians and two Internet based businesses, but also a survey with 106 contact lens users is included.Analysis: In the analyse part of this thesis it was concluded that the traditional opticians conception about their customer not agrees with what the customer evaluate as important. Many of the customers have thought about changing their optician, and besides that do not recommend their optician, and can there for not be categorize as loyal customers.

The purpose of this thesis is to describe and analyze how the mining equipment producers on a global market manage to handle the changing conditions concerning customer value. Our approach has been a comparative analysis between two different sites in order to answer the purpose. The case studies at Metso Mining have been made through interviews and visits at two geographical markets, South America and Scandinavia. The theoretical framework applied on our empirical findings is based on Blue Ocean Strategy, Customer Value and Resourced Based View. The empirical foundation is based on interviews with Metso Mining employees at Sorocaba in Brazil and Kiruna/Gällivare, Trelleborg and Staffanstorp in Sweden.

The purpose of this study is to analyze how customer oriented businesses can use loyalty programs to create loyalty and how loyalty can be increased. We have in this study chosen to refer loyalty program to the loyalty program that belong to the company Jula AB. Our study is written in a qualitative method. In our method, we chose to interview people in Jula organization to get a business perspective to our study. We have also chosen to assemble a focus group of Jula-club members to also get a customer perspective on the subject.

A school should be a safe place for all students. The existence of discrimination, harassment and offensive behavior should according to Swedish school law not exist in the school environment. Since the year 2006, when a law on equal treatment was passed, all the schools in Sweden must have a treatment plan that is revised annually to prevent discrimination, harassment and abusive treatment.In this master thesis, I will examine the equal treatment plan between four different elementary schools in Nynäshamn.The purpose of this paper is to examine how the equal treatment plan exposes the bullying and the types of problems and solutions addressed in the elementary schools equal treatment plans. Based on the purpose, I have formulated two questions:How do the elementary schools in Nynäshamn municipality describe bullying in the equal treatment plan?What kinds of problems and solutions are addressed in the equal treatment plan evaluations?This thesis is based on text analysis and content analysis on the schools equal treatment plans.The study is based on the theories from a norm critical perspective.The conclusion of the study is that all four schools treatment plan see abusive behavior as something serious and preventive.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

The Trappan Model is one of the most implemented treatment programs for children who have experienced domestic violence. This study undertakes a wider evaluation of the model through a pilot study. The approach is both quantitive and qualitative. Theory as well as the Strengths and Difficulties Questionnaire have been used to fulfil the aim. The design is pre-post.

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.

There are several treatment methods that are used by physiotherapists to treat migraine and tension type-headache (TTH). The effects of these methods have been evaluated in previous studies. However, there are few studies evaluating headache patients own perception of the treatment. The purpose of this study was both to examine the patient?s perception of the physiotherapy headache treatment and to examine if the treatment had effect on their quality of life.

The Swedish retail business has been characterized by a small number of ruling distributors. These distributors have been affected negatively by the internationalization which has made it possible for international distributors to establish their stores in the Swedish market. These international distributors are focused on low price stores. Their establishment on the Swedish market has led to a decrease in market shares for the Swedish distributors, which has damaged their profitability. Another change that has affected the Swedish distributors is that the behavior and needs of the customers has changed.

This student report is about canine atopic dermatitis It includes a description of the immunologic mechanisms and how the reaction affects the body. The symptoms are various, most common is pruritus, erythema and alopecia and directly associated with the immunologic reaction. The diagnostic process includes symptoms, physical findings, differential diagnosis, intradermal test and serological test. The options of treatment are several and vary for each patient. The report includes hyposensitization, medical treatment such as corticosteroids, antihistamin and cyclosporine, topical treatment, fatty acid supplements and environmental treatment. The prognosis is individual for each patient due to their different response to the treatment. It may take a while to find the right combination of treatments to achieve satisfactory control of the disease..

A number of studies in human medicine has documented positive effects of whole body vibration treatment in humans. The Vitafloor system, witch is based on treatment of horses with vibration, has the purpose to be used in training of healthy horses and as rehabilitation for horses with injuries in their musculosceletal system. The purpose of this study was to analyse what happens with a clinically healthy horse during treatment with Vitafloor. The methods used is mainly thermography before and after treatment, but also blood samples, measurement of rectal temperature, heart rate, clinical examination and observation of psychic reactions has been done. Statistic significant changes in skin temperature in hoofs and fetlocks of front legs has been observed after treatment with Vitafloor. Analyzing of the blood samples showed a tendency for decrease in Kalium, and two of the horses had changes in CK. No negative effect has been observed with the treatment of horses with Vitafloor, and the horses seems to like the treatment. .

The practice of residential treatment of youth has been up for debate for quite some time. The debate regarding institutional care has voiced concerns regarding the lack of follow-up and evaluation of treatment and its efficacy. It is especially important with additional research on residential treatment conducted from the perspective of those being treated, as well as the treatment providers. This study aims to add to this field of research. The study is based on two empirical studies conducted through qualitative interviews.

Background: Knowledge of customer needs is a key factor in companies? struggle to develop successful products. Several studies illustrate that the main reason for failure in product development is lack of customer understanding. Lately considerable changes have occurred. Large-scale mass production is continuously being replaced by customer orientation, especially in the high technological market.