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<em>Utifrån ITIL, CRM och supporthantering på mjukvaruföretaget Medius AB</em>
The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient …
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 …
… is not the only important competitive advantage, the relationship between the customer and the supplier can be a crucial factor for the customer to decide whether or not to buy from the supplier. The possibility to involve the customer in the product development process is …
Kundens önskemål om informationsinnehåll i ett webbaserat informationssystem
… competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation …
En kvalitativ studie om IT-relaterade resursers roll i kundkännedomsprocesser och kundresponskapacitet
… have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for …
En fallstudie inom telekom
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 …
En fallstudie av ett modeföretag
This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between …
En studie kring riskerna att vara social i sociala medier
… in their PR and marketing practice, they have to adapt themselves after the customers' needs and the new communication structure within social media. Communication in social medi is different from traditional media, which is more one-way communicative and visual in its …
En studie om hur man skapar lojala kunder inom mobiloperatörsbranschen
The cellular market is today suffering from great customer dissatisfaction. Simultaneously, the services offered by the different cellular providers are very homogenous, causing strict competition where various price strategies have been the main mean of battle. From a business …
Hur kan inre och yttre faktorer påverka dessa?
This thesis treats how accountancy companies works to maintain customer relations. This is getting more important in the accounting business because there are several inner and outer factors available that may affect customer relations in this business area. The main question …
En marknadsundersökning av bankens företagskunders attityder
Title: Bergslagens Sparbank ? A market survey of the bank’s corporate customer’s attitudes Seminar date: 2010-02-05 Course: Individual essay, 30 higher education credits Authors: Mathias Lindberg, Bogdan Efimov Advisor: Pia Lindell Key Words: relationship marketing, finance …
En fallstudie av Billerud
In recent years, customer profitability has become a focal point of academic discussions on business performance. However, researchers remain divided as to how evaluation of customers ought to be conducted, resulting in uncertainty of how accounting systems should be adapted to …
En studie om användandet av CRM-system inom livsmedelskedjorna ICA och Coop
… adapt themselves to a new competitive environment characterized by increased customer demands as well as a larger amount of competitors. Therefore companies have had a shift in their strategies from focusing on sales numbers to focusing on the customer. To build lasting customer …
… of this thesis is to describe how service companies through adjustment of the customer’s zone of tolerance can influence customer’s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach …
The aim of this thesis is to describe the customer’s attitudes toward the contracting for availability, i.e., which factors are from the customer’s perspective necessary for the fulfilment of a supplier-customer agreement? Furthermore, the objective is to describe and analyse a …
