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.

Background: There has been a movement of power towards customers in most markets which puts higher demands upon the customer orientation of organizations to survive competition. In general the opinion is that satisfied customers also are profitable for the organization. Even though a consciousness exists about this connections importance for the organization there exists no prominent economical theory showing how a organization should work with customer adaptation and how management should be shaped for success in this area. In the field of competitive sports clubs a similar trend is discernible since the field is increasingly commercialized.Purpose: The purpose of this study is to adapt The Balanced Scorecard as a model to the demands on management that customer orientation causes and to use the knowledge created during the study to show how customer orientation in a competitive sports club could look.Realization: The study first takes the form of a literature study which emerges into a theoretic development. Above that a case study of Linköpings Hockey Club has been accomplished so that knowledge created from the literature study could be used on competitive sports clubs.

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.

ABSTRACT Author: Johan PetterssonTitle: Customer Loyalty in the Swedish men's elite football - a study with IF ElfsborgPurpose Increase understanding of how to increase customer loyalty when it comes to Swedish elite football. Method A qualitative study using semi-structured interviews for deeper access to the what the people I interviewed feel about the subject. The interviews are conducted with IF Elfsborgs club president Stefan Andreasson, Goran Lohne who works with media and events, and Eric Sjölin who are supportercontact. In addition to those I alsointerviewed the supporters club Guliganernas President Anders Hultin. Analysis and conclusion The first impression and attitude is very important when a person goes from a one-timebuyers into loyal customers. This is both the theories and the interviewees opinion. Through staff training and records of how the club would like the first impression and attitude to be the clubs can reach a good level of first impression. Suggestions for further researchTo carry out similar studies on additional clubs, other divisions and women's football and examine how a first impression and response should be.Keywords Consumer behavior, customer loyalty, sports, football and first impressions.

Abstract We have in this thesis examined two elite hockey clubs in the Swedish Elite League, Brynäs IF and Linköpings HC. Our questions revolve around how they set themselves to bring in an external owner of the club. Our aim was to examine how Linköping and Brynäs stands on the issue of the external owners of the club, which is currently regulated by Riksidrottsförbundets 51/49%-rule which means that the club must control at least 51% of the club while external shareholders can take up to 49 %. Then, we compare the clubs with each other. Interviewees have been clubs club CEO:s and supporters club chairman.

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.

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.

This paper examines the customer relationships of a telecom operator and how their customer accounting is done. The aim is to use the framework developed by Lind & Strömsten (2006) to categorize customer relationships and see to what extent the framework predicts which type of customer accounting method is used for each customer relationship. A case study was made at Telenor Sverige AB where different customer relationships are identified and linked to the customer accounting techniques that are used for financial measurement of the customers. Findings include that all but one of the customer relationships described in the framework were recognized at Telenor and that most customer accounting techniques mentioned in the framework were in fact used and associated with different customer relationships. The results of the case study also highlight that some differences exist between the predictions of the framework and the observations at Telenor..

The aim of this paper is to answer three questions about Chuck Palahniuks novel Fight Club. The three questions were chosen because they were widely debated after the release of David Fincher screenplay based on the same book. The questions are: Is the critique on consumerculture offered in Fight Club valid? What does Fight Club say about the relation between man and woman? Can the work be considered fascist? The critique against consumer culture is found valid and not a disguised complaint about the feminization of society. The main female character Marla is vital for Jack as a blueprint for Tyler.

The purpose of this study was to conduct a market survey in order to form a marketing plan to enhance and communicate the image of Vreta Kloster Golf Club. To accomplish this, the authors conducted a situation analysis on the mentioned club. Data was collected through interviews as well as secondary sources. A qualitative content analysis was used to process the interviews. The secondary sources? credibility was scrutinized before their data was used.

In my exam-project, ?For Götha Kendo Club ? an athletic clubs new graphical profile? at HDK ( School of Design and Crafts ) i chose to redesign the visual identity of Götha Kendo Club, a kendo-club in Gothenburg. Kendo is a japanese fencing sport, where swords of bamboo are used, together with protective armor.My work consists of a new logotype for Götha Kendo Club; three different posters for recruiting beginners; a website layout, presented with a pdf-file; and a beginners folder, with an introduction to kendo.The aim was, not only to give Götha Kendo Club a new fresh look, but also to attract a target group to the sport, namely people who are interested in competition, exercise and athletics.To achieve this I created a though look where tension and focus was the lead; using only three colours, red, white and black, and with progressive typography set in with the modernistic HouseGothic typeface I created this fresh and exciting look. The photography by Ida Nordung where shoot with white backdrop, creating a hard contrast to the dark clothed kendo models.Finally I collected rules and guidelines for the graphical and visual elements of Götha Kendo Club new style in a graphical guide..

The study examines what affects loyal football supporter?s intentions to an array of behaviors that can generate revenues to the football clubs. Specifically the study shows that attitude towards the club affects the supporter?s intentions towards consuming products and services that in some way are related to the favorite club stronger than the satisfaction with the club. Furthermore, the study also shows that there are different kinds of attitudes that drive the intentions and that the strength of these drivers varies.

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.

The main question in this thesis has been to see how the brand strategy of Linköpings Hockey Club has changed during the years in the Swedish elite league. We will also look at the content of the brand, as well as the association as the city of Linköping. This thesis will also see the sponsorship view of the development of the brand, because of the sponsorship power to help the association to build and strengthen the brand.We have been interviewing important persons at the association Linköpings Hockey Club and also done interviews with a few sponsorship partners to get important information to analyze.As an association it is of outmost importance to disseminate the association?s image in the right way, which Linköpings Hockey Club has according to their sponsorship partners. The association has during the last years been working hard to take care of and strengthen the brand, which can be seen among the sponsorship partners.

Sport is the biggest movement in Sweden and among youth is seen as the most important and one of the most prestigious leisure-time activities. Riksidrottsförbundet (RF) is the main organization of the Swedish sport movement. It receives funding from the government in order to represent and develop the Swedish sports clubs. The government?s choice to support sport within RF happens at the expense of other sports, for example skateboarding.