For many companies, the Internet has revolutionized the relationship they have with their Customers concerning costumer service. The use of Information Technology in regard to Internet as a media has provided companies with the opportunity to build customer databases in order to target their Customers individually. The airline industry was one of the first pioneers to use the full potential of Internet to improve customer relations and its profits which we aim to investigate in greater detail in our thesis.Our thesis answers the question on how Scandinavian Airlines' (SAS) Eurobonus department uses their website to create valuable and profitable relationships with SAS loyalty club members through direct marketing. In order to answer our research question, three key informants have been interviewed - each representing different sub departments at Eurobonus; service and support, IT and marketing. Our results were that the Eurobonus department use direct marketing methods by sending customized e-mail offerings to target specific customer, using their customer databases.

This report is written for a consultant networking company with the purpose to review the development ofthe company's remote connections from a user friendly and security perspective.This includes an investigation of the possibilities to consolidate existing authentication methods foraccessing Customers. The problem lies in the amount of methods being used. Through case study wefound that smart cards, SMS-service, software and hardware tokens exist.The only method feasible from a security perspective is smart cards. Since the method is not commonlyused by the company's Customers a standardization of it would be counterproductive.Also, the purpose of this report is to investigate how the ongoing internal development of the remoteconnection will affect the company's clients. Within this framework we have also verified a designsuggestion.We interpret, after the completion of the case study, that the internal development of the remoteconnection is marginally affected by legal perspectives.

The retail industry is complex and when it comes to the in-store environment conventional marketing tools seldom find their way. The impacts of in-store atmospherics on Customers and the psychological impact the store environment has on their decision-making are rather remarkable. An in-store atmospheric that often is used in order to affect Customers is music, in fact it is one of the in-store elements that has been investigated more carefully. Nevertheless, in spite several studies on music and its impact as an in-store atmospheric on Customers, it is not yet obvious what applies. To bring some clarity on the subject this study is aspiring to explain what applies when it comes to playing music in grocery stores.

Private individuals can voluntarily buy EU Allowances (EUA) in order to remove them from the European Union Greenhouse Gas Emission Trading System (EU ETS). It leads to progressive reduction of total carbon dioxide emissions in Europe. Kalmar Energi offers Customers to obtain one EUA (equivalent to one ton of CO2) per year by paying 25 SEK a month as a KlimatEl-supplement. The purpose of this research is to examine the Customers? attitudes in the issue of climate compensation and trying to define the reasons behind their choices.The results of the quantitative questionnaire were analyzed by using descriptive and analytical statistical methods and have shown some correlation between Customers? ages and decisions to accept or not the offer of KlimatEl.

User friendly and usable are two words that are often mentioned in the context of marketing new products. By doing so it adds an extra sense of quality to the product. The meaning of these words is therefore something that every product wants. But what is it that makes a product usable and user friendly? What methodology exists formaking sure that a product is usable? Does it exist applicable processes to ensure user centered development? These questions together with a practical example are parts of what will be addressed in this report.The thesis was carried out for C2 Management, a company that works with supporting other companies in their work with quality and constant improvements.

AbstractTitel:How do established companies communicate with their existing Customers? Level:C-level in the Business Administration Author:Jessica Axelsson and Trang Nguyen Thi Thu Supervisor:Per-Arne Wikström Date:2012-05 Aim:Our aim with this essay is to describe how an established company communicates with its existing Customers. We want to explore which communication strategy the company applies to reach their Customers. We also want to see what kind of communication the company applies to get to market more effectively and remain on the market longer. Method:The study is a qualitative case study where we have conducted a personal interview with the company president.

Background: During a house demonstration a real estate agent have the chance to make new contacts which is of big importance to spread the word about the agency and keep up with the competition. If the realtor makes a good impression on the Customers, it increases the chance for making the Customers return to the same realtor when time comes to sell their own house. The interpretation of this non-verbal communication has been shown to have a fundamental effect on the participant?s perception of the encounter. This makes the study aim regards investigating which non-verbal signals a real estate agent express.Purpose: This study has a two-parted purpose whereas the first part intends to point out similarities and differences in a realtor?s non-verbal communication.

Degree project in Logistics, 30 credits, The Business Administration and Economics Programme, Linnaeus University, 4FE05E, Spring 2013Authors: Ida Nilsson & Malin Skacke Tutor: Peter Berling Examiner: Helena ForslundTitle: Increased profit potential by controlling Customers? ordering patterns -­? A case study at OatlyBackground:Oatly manufactures and sells oat-­?based products and deliveries are today carried out through an external distributor. The company is going through a re-­?organisation and will in the future be managing stock keeping and planning of deliveries with their own resources. The Customers? present ordering frequency and volume differ substantially, leading to unnecessary costs.

An increased demand for processed goods on the property market has contributed toinvestments within the Swedish sawmill industry. The purpose with this study is to make amarket investigation of pre cut lengths within a defined geographic area. The constituent forthis investigation is HAL (AB Hilmer Andersson) who invests in a new plane facility and twofinger jointing machines in affiliation to their sawmill in Lässerud, the vest part of Värmland.To investigate the demand of pre cut lengths and identifies the value creating factors and costfactors which the customer within the segments industry and property market perceive, havedifferent customer value theories been used. Theories of customer value and the theory aboutoffering has been the source of creating the qualitative interview with a selection of currentand new potential Customers for HAL.The result of the study first gives an introduction of HAL?s new offering and a description ofHAL?s current Customers, which gives the reader an understanding of why searching for newCustomers is made in the defined area.

Title:                                  CRM ? A case study of Nordea Private BankingAutors:                               David Johansson & Mikael Westin        Advisor:                             Ulf AagerupLevel:                                 Bachelor thesis in International marketing, (15 ECTS), Spring 2013.Keywords:                         CRM, Relationship marketing, Private BankingQuestion:                           How does Nordea Private Banking work with CRM to get high customer loyalty?Purpose:                            Study and to learn how Nordea Private Banking is working to bring in new Customers and keep existing Customers loyal. We also want to see if Nordea uses additional strategies that goes beyond the theory and what their customer relationship strategy is.Method:                             The study has a qualitative research method with an inductive approach. Interviews with leading and skilled profiles at Nordea Private Banking has been interviewed to provide answers to our research question.Theoretical framework: The chapter starts with theory about what relationship marketing is and what is driving customer loyalty. Thereafter theory that define CRM and its pros and cons are addressed, and finally the chapter describe the implementation phase.Empirical framework:     In the empirical framework we present the qualitative interviews that were done with employees at Nordea Private Banking.Conclusion:                       The result from this study shows that Nordea Private Banking uses strategies that are common in theory of CRM to gain high customer loyalty and the use of recommendations from satisfied Customers is of a much higher significance in Nordea Private Banking?s case than of what the theory is implying.

The world?s consumption is increasing at an accelerating rate and it´s produced and consumed more goods and services than ever before. A large part of people's consumption consists of clothing that is bought and discarded increasingly leading to a number of environmental problems such as global warming, pollution, loss of biodiversity and the depletion of natural assets. One way to save the earth's resources is to buy used clothing, so called second hand, instead of new ones. The store chain ?The Ants? (in Swedish ?Myrorna?) has specializing in second-hand goods and sells, among other things, clothes.

After the deregulation of the Swedish pharmacy market Customers can be lost due to stock-outs. Optimization of pharmacy inventory levels has thus become increasingly important. To minimize inventory costs while considering the cost of shortages the latter must be estimated. However, the shortage cost is very difficult to compute. Thus, the aim of this paper is to estimate the pharmacy-specific shortage cost parameter and its relation to other inventory costs.

Background: With the increased globalization food prices went down for a while, only to skyrocket to new levels. Prices of organic food, which already were more expensive than conventional, are now even more expensive. The current financial crisis results in reduced consumption which creates a threat to the smaller grocery stores. Globalization and the increased competition have had a negative impact on the environment but at the same time the desire to solve these issues has increased appreciably. The environmental aspect has been given higher priority by the individual, which led to a wider range of organic products and dramatically increased the number of stores selling organic products, leading to a greater competition among the stores selling organic food.  Problem definition: What factors are important for organic retail business long term survival?Purpose: Trough case studies analyze and evaluate the organic niche retail companies? strategies of marketing.Methods: This study is based on both qualitative and quantitative research methods.

Traditional product features such as price, quality and supply service have been extended and nowadays includes environmental aspects as well. It raises new and increasing demands on haulier companies. The transport sector is responsible for a large part of the pollutants causing today?s environmental problems. The business is being closely monitored and to operate environmental friendly is seen as one of the most important elements for the industry?s future development.

Course:Business Administration, Master Thesis, Second Level, 30 Credits.Authors:Sara Frännlid and Helena RamstedtTutor:Jim AndersénTitle:Internet, relationships and loyalty ? Best praCtice foR the bankMarketPurpose:The study aims to explain how banks use electronic customer relationship management, eCRM, to create loyal Customers. A figure will be created, which will enlighten the factors a bank should focus on when enhancing customer loyalty through the internet. Through interviews with two successful banks is it possible to study how a bank can successfully create loyal Customers.Methodology:A qualitative method in terms of semi-structured interviews is used. The empirical results were then analyzed with the theory in order to contribute with a new figure.Theoreticalperspective:The theory describes how a bank can create a loyal customer over the Internet.