Poucas indústrias têm crescido tanto e tão rápido quanto a Indústria de Tecnologia da Informação e Comunicações (ICT), particularmente o segmento de software, que foi definido pelo governo federal como uma das áreas prioritárias de sua política industrial. O Brasil, que detém a maior indústria da Informática e Telecomunicações da América Latina, tem direcionado recursos para formação de profissionais nos níveis de graduação e pós-graduação e incentivado empresas do setor. Neste cenário, é importante que se desenvolvam estudos não só no campo técnico, mas também no campo da administração com vistas a subsidiar as empresas brasileiras para uma competição global. Os softwares utilizados nas empresas para suportar seus processos administrativos podem ser comercializados como pacotes, que são softwares padronizados, que não demandam interação entre quem os desenvolve e quem os utiliza, ou então como serviço, caso em que a empresa usuária contribui com o desenho do produto final. Esse “software-serviço”, ou “software sob encomenda” é o foco do presente estudo, que possui dois objetivos: - Explorar a segmentação do mercado empresarial para esse serviço, buscando identificar como os clientes podem ser agrupados a partir da análise das UTDs (unidades de tomada de decisão) formadas para sua compra; - Explorar como esses clientes enxergam e avaliam os fornecedores, entendendo principalmente quais dimensões utilizam para posicioná-los. O embasamento teórico do estudo é provido pelos construtos desenvolvidos no campo do marketing estratégico, marketing B2B e marketing de serviços, pois se considera que o software sob encomenda é um caso particular de compra de serviços industriais. A pesquisa de campo foi feita a partir da seleção de cinco casos de compra, e seus resultados permitem proposições sobre a formação e a dinâmica das UTDs para compra de software sob encomenda. Uma dessas proposições é a possibilidade de segmentação do mercado a partir das crenças que o líder do processo de compra tem acerca de seu papel. Outro resultado é a constatação do uso de critérios subjetivos na avaliação dos fornecedores, mesmo nesse tipo de compra industrial, dita “racional”. Finalmente, a pesquisa permite inferências sobre as diferenças nas dimensões de posicionamento dos fornecedores adotadas pelos representantes técnicos (TI) e pelos não técnicos (negócio) participantes da compra e uso dos serviços. / Few industries have grown so much and so rapidly as the Information and Communication Technology (ICT), particularly the software segment, defined by Brazilian federal government as one of its high priority areas. Brazil, a country that has the larger ICT industry in Latin America, has assigned resources to encourage graduate and postgraduate studies in the field, and has fostered the development of firms in the sector. Considering such scenario, the academic research is needed not only in the technical field, but also in the business administration field, in order to support Brazilian companies to face a global competition. Software used to support business administration processes can be marketed as packages, standardized software that do not require interaction between the developer and the user, or as a service, in which the user firm contributes to the final product design. Such “service-software” or customized software is the focus of this study, which has two main objectives: - Explore market segmentation for such service, aiming at identifying how the clients can be grouped based on the analysis of the DMU’s – Decision Making Units – formed for a specific purchase. - Explore how the clients evaluate their suppliers, understanding what dimensions they use to position them. The theoretical background for the study is provided by the constructs developed in the field of strategic marketing, B2B marketing and services marketing, because customized software is here considered as a particular case of industrial service purchase. The field research was accomplished based on five selected purchase cases, and its results allow propositions about formation and dynamics of DMU’s for customized software purchase. One of such propositions is the possibility of market segmentation based on the beliefs the purchase process leader has about his/ her organizational role. Another result is the observation of use of subjective evaluation criteria for supplier assessments in the industrial purchase, frequently called “rational”. Finally, the research allows inferences about the supplier positioning dimensions adopted by the technical (IT) and non-technical (business) representatives participating in the service purchase or use.

Syftet med denna studie är att vidare klargöra individens roll inom industriell marknadsföring och företagsrelationer. Detta görs genom att binda samman hur engagemangstyper kan leda till lojalitet och hur engagemang samt lojalitet är riktade inom företagsrelationen. Två engagemangstyper särskiljs: praktiskt engagemang och känslomässigt engagemang. Studiens syfte uppnås genom undersökning av två företagsrelationer inom byggbranschen, där den ena relationen begränsas av lagen om offentlig upphandling. Företagen representeras av nyckelpersoner som står för den huvudsakliga kontakten mellan företagen. Nyckelpersoners uppfattningar och tankar undersöks genom intervjuer, riktade mot nyckelpersoner i både säljande och köpande företag. Utförd studie visar indikationer på att känslomässigt engagemang leder till lojalitet. Dock visas även att praktiskt engagemang har en betydande roll för företagsrelationen. Utöver indikationer på samband observerades ett antal oplanerade samband som väcker nya frågor och motivation till vidare forskning inom området.

The aim of this thesis is to recommend communication practices drawn from the analysis of the ICT organization and its marketing communication activities. The subsequent objective is to examine ICT market since 90's and to identify its future growth. The thesis studies the specifics of marketing communication whiten the B2B field. The first part appraises B2B market as such which is then compared with B2C market. Additionally, the work introduces communication activities employed to the Czech market place. It mostly considers the advertising, sales support, promotion, direct marketing, sponsorship and event marketing, personal sale, trade shows, exhibitions and digital media. The practical part assesses the given ICT organization and its leading competition. This part also evaluates the characteristics of ICT market in Czech Republic. The mapping and analysis of ICT market in Czech Republic was underpinned by the primary qualitative research. The final part evaluates the communication activities of chosen company. It then concludes with the potential practical recommendations drawn from the analysis results.

SIDAT spol. s r.o. is a very prosperous company in the field of automation and industrial informatics. Like any business, even SIDAT needs to use for its further growth communication tools that would help to extend company activities and become a leader in its field. My diploma thesis objectives were to propose such a strategy based on the analysis that would help the company to get into greater awareness, to ensure company success in the field of automation and industrial informatics and become a leader not only in Czech, but also on the European market. To achieve the objectives I have made a thorough analysis of existing marketing activities. I have evaluated opportunities, threats, strengths and weaknesses of the comapny using SWOT analysis. Based on the results I have selected the appropriate marketing activities considering company size and activities in the field of automation and informatics as a part of B2B segment. In conclusion I have set activities schedule and proposed budget.

The thesis focuses on implementation of logistics provider`s strategy. It is divided in two parts, the first one is considered as a theoretical basement, which is, used in the practical part. The used methods can be characterized as the top strategic tools, which are implemented in tactic and operative level. The thesis tries to find out, which is the right way to profile small logistics provider, to be competitive large enterprises. The product portfolio is analyzed in practical part. Analysis is a medium for setting the processes in the context of strategic objectives.

The content of this thesis is based on the marketing communication in B2B in engineering company SKF CZ, a.s. on the Czech market. First the theory regarding B2B marketing, evaluation of marketing communication, situation analysis and marketing research is introduced. It is followed by situation analysis of the company SKF CZ, a.s. using the 5C method, the description of marketing communication and evaluation of its effectivity based on primary and secondary data. The conclusion consists of appropriate allocation of investments in marketing budget on marketing communication tools and setting appropriate measures for creating the marketing dashboard, which will continuously monitor and evaluate the efficiency of SKF CZ marketing communication.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / It has been found that the main causes of insufficient sales of different small and medium-sized enterprises (SMEs) is the low conversion rate of quotes into sales, which entails poor business performance and low economic impact. Therefore, a marketing methodology called inbound marketing is planned, which is modified and adapted to the case study. In contrast, tools such as ABC classification, workflow, and inbound marketing have been used as a structure of the proposed methodology to solve the problem. The implementation of this methodology resulted in an increased efficiency of quote development and an enhanced performance ratio thereof. In conclusion, it is possible to measure the financial impact of the methodology implementation which has been beneficial for the company under study. Business performance in the last month of implementation improved by 10%.

The use of social media is constantly increasing and digitalization is becoming a bigger and bigger part of both individuals' and companies' daily life. In turn, customers' expectations of companies working within the social media environment are increasing in phase with digitalization. In order for companies to stay relevant in the market, mastering digitalization is becoming a requirement, especially within the marketing context. This includes marketing between business-to-business (B2B). Additionally, small-to-medium-sized enterprises (SMEs) represent the majority of company size in Sweden and are therefore a major contributory addition to the economy. Therefore we found it of high interest to research how SME B2B marketing companies adapt to the development of digitalization and the increased use of social media in order to remain relevant in the market. Furthermore, since previous research has focused on barriers to the adoption of social media within these types of companies, we find it of value to further investigate how business performance is influenced by social media use. The business performance is moreover researched regarding how the most common tool for social media, lead generation, is appropriate within the SME B2B marketing context. The purpose of this study is to examine how social media usage influences business performance in Swedish small-to-medium-sized B2B marketing firms, in the context of lead generation. We want to contribute knowledge regarding how these kinds of companies should use social media in order to further be able to grow their business performance. This, since B2B companies have been seen as slow adaptors to social media as well as due to the fact that society is frequently becoming more digitized. To get a deeper understanding of how SME B2B marketing companies use social media as well as how they have experienced an influence on their business performance due to social media, eight independent participants within this business context have been interviewed through semi-structured interviews. A qualitative method was selected for this thesis, as well as an inductive research approach, which contributed to knowledge regarding how B2B marketing companies use social media in a business context as well as how they have experienced an influence on business performance. Based on the findings from this research, we came up with four sections that are of value for companies to consider when implementing social media in order to increase business performance. The first section demonstrates goals set for social media, which need to be set in order to further create matching strategies on how to achieve these goals. This leads us to the second step, use, which describes how companies use social media in order to achieve their goals. The third section is business performance, which demonstrates how business performance is influenced by social media use. Lastly, lead generation further demonstrates how it is possible to understand the influence on business performance coming from the use of social media. This last step of the model shows that using lead generation when understanding business performance from social media is more appropriate in some contexts than others. This study contributes with new theoretical knowledge on how the use of social media influences a small-to-medium-sized business-to-business marketing firm, as well as how lead generation is considered appropriate when understanding the company's business performance. In addition, based on our findings, practical recommendations have been suggested for small-to-medium-sized enterprises within B2B marketing.

The main aim of this graduation thesis is a proposal of changes in a marketing strategy in the area of the B2B service marketing, to be specific in the area of special trainings. The theoretical part consists of two chapters. The topic of the first chapter is a process of the strategic marketing. The second chapter describes specifics of the B2B marketing, specifics of the service marketing and theoretical backgrounds of the employee education. The methodical part consists of remaining two chapters. The third chapter focuses on the situational analysis. It consists of an analysis of the external environment, an analysis of an internal environment and a market research. The fourth chapter is based on results of the third chapter. The main aim of the last chapter is to propose a concrete marketing strategy, including a budget proposal.

<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.</p><p> </p><p><strong>Findings </strong></p><p>Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.</p><p> </p><p><strong>Recommendations </strong></p><p>A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.</p><p> </p>