Industriella kundrelationer i teori och praktisk tillämpning
The purpose of this master?s thesis is to contribute to the development of business relationships between a supplier and its customers. The research area and research problem was further developed into three research questions. The research questions concerns the following subjects: the substance of business relationships and dimensions within relationships management that can be used in order to contribute to the development of a company?s business relationships. This master?s thesis was conducted for SWECO Systems in Umeå during the autumn of 2008 and winter of 2009. SWECO Systems is a service provider effective in the areas of electricity, controlling and heating and sanitation. The demand for this thesis arose when SWECO Systems identified that the way their customers make business had changed. The study has been performed in a qualitative manner by a survey that was sent to the company?s customers. The findings of this study show that there are three active dimensions in the substance of the business relations, which all contribute to tie the companies together. In addition the study shows that there are eight dimensions that affect the relationship management. The models and concepts of the theory can be used in order to find areas that are important in customer relations. Another conclusion is that it is possible to indicate areas that a specific company can improve in order to develop its customer relationships. Finally, recommendations for how the company of the study should act to develop their customer relationships are given.