Historically Black colleges and university managers lack sufficient understanding of customer-relationship management strategies to create high enrollment rates leading to increased financial stability. The focus of this qualitative single case study was to explore customer-relationship management strategies managers use to improve financial performance from historically Black colleges and universities located within the state of Georgia with a student enrollment that exceeds 2,000 students. The conceptual framework for this study was the general system theory. Data were collected using semistructured interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were efficiencies with technology, student retention, and financial performance. Using up to date and effective technology including customer relationship management, and creating strategies to focus on student retention can help educational organizations improve their financial performance. The potential for social change includes the opportunity to increase the graduation and student retention rates to provide more opportunities for local business leaders and enhance the economic sustainability of local communities.

In the last decade, the ever increasing pressure of competition faced by businesses has led to the development of Customer Relationship Management (CRM). In short, CRM is the practice of integrating all aspects of business functions for dealing with customers, with the assistance of technology, and with the intention of boosting company profitability. CRM has been widely promoted as a critical contributor to business survival. However, the high failure rate of CRM projects has also attracted research attention and many factors have been discussed as contributing to the success or failure of CRM implementation. This research argues that CRM is not simply a software package or a computer program. CRM, instead, should be perceived as a strategic issue in order to realize its potential. In addition, this study also argues that CRM implementation is affected by organizational, strategic and cultural factors. In particular, this study was conducted within the context of Chinese small and medium-size enterprises (SMEs), with company size and culture as two major focuses in this study. SMEs were chosen as this segment has been overlooked in CRM study, yet it represents a great potential for growth in CRM adoption. Chinese culture was chosen as most of CRM studies have been conducted within a western cultural background. The Chinese culture has distinctive characteristics different from western culture, and this has strong influences on business operations. A quantitative method was adopted for this study and a mailed survey was used to collect data to examine the relevance of these factors within this context. Research participants were recruited using a systematic sampling technique through a comprehensive Chinese business directory. Results suggest that there are positive associations between a company’s CRM implementation and its practice of organizational, strategic, and cultural issues. In particular, four organizational issues – organizational integration, executive commitment, system readiness, and resource availability; three strategic issues – vision, planning, and customer-centric culture; and one cultural issue – networking, have an impact on a company’s CRM implementation.

Broadband mobile communication based on both broadband Internet and the third generation mobile communication system (3G) is going to play the role as a major channel for customers to obtain various services. It takes advantages of acquiring services with time saving, and any-time and any-place access in the near future. It is very obvious that eventually all companies offer real-customized broadband mobile services at the right time in the right place with the right price, so-called mobile commerce, due to customers' requirements and technology advancements e.g., data mining, global roaming, GPS, mobile location services, mobile IP and IPV6, etc. Syndication and alliance will be shaped and concreted within and between companies for mobile commerce under the information infrastructure of both 3G and broadband Internet. New business opportunities are emerging considerably. However, companies are facing many more difficult challenges of losing customers easily due to quick and cheap switch from one company to another. Therefore, it is one of the most important topics now for companies to attract customers, satisfy customers, and win their loyalty through appropriate customer relationship management (CRM). In this research, we survey the development ofCRM, its conceptual architecture, function, and advantage to both customers and companies. We study and compare four popular CRM systems - 12, Siebel, NCR, and BroadVision, which are currently available in the global market. And, we examine the current advancements of related information and communication technologies for CRM and figure out new trends of CRM for broadband mobile commerce based on the 3G and broadband Internet. Furthermore, we address the management and marketing strategies ofCRM for the coming challenges in the broadband mobile commerce era.

Loyalty management has emerged over recent years as a topic of significant importance in both academic and practitioner discourse, articulating the benefits of an extended relationship with key stakeholders including, but not limited to, customers, employees and shareholders. This research explores the theory and practice of loyalty management from a communications perspective. The thesis attempted to discover how the integration or non-integration of internal and external communication affects the communication of loyalty, in addition to how loyalty management contributes towards the organisation�s perceived creation of value. In doing so, it also examines how the practice of customer relationship management (CRM), integrated marketing communication (IMC) and the use of information and communication technology (ICT) plays a role in the communication of loyalty. The research entailed a three-year ethnographic study of a business-to-business financial services organisation specialising in vehicle fleet leasing and management services, comprising a review of relevant academic literature; and participant observation, focus group studies, qualitative surveys and document analysis. Besides evaluating loyalty management from a communications perspective, the thesis contributes towards the body of knowledge on Australian organisations from an organisational culture perspective, as well as exploring communication beyond the traditional boundary of within the organisation itself. Unlike most loyalty management approaches, the holistic stance considers other stakeholders besides customers, in detail. The study does not seek to establish validity and generalisability. Rather, the mainly interpretist approach preserves the form and content of human behaviour by detailing descriptions of the concrete experience of life within a particular culture and of the social rules, patterns and perceptions that constitute it. The findings showed that organisational communication has to be integrated and cohesive to enable the effective management of loyalty. Furthermore, the results confirm that the notion of organisational boundaries comprising �internal� and "external" communication is limited. Involved protagonists, acting together from within and external to an organisation, create, sustain and manage meanings through the use of signs and symbols within a particular context to form a unique culture or community. In addition, the notion of loyalty and the creation of value for the consequent success of the organisation is an important and valid perception for most of the stakeholders. For this organisation, the use of ICT and practice of CRM and IMC has varying degrees of impact, mainly enhancing the communication of loyalty. The detraction of value is caused primarily by the fragmentation of communication between the stakeholders, in addition to the existence of sub-cultures with conflicting needs.

<p><strong>Aim of the Thesis:</strong> To investigate the practice of using a CRM strategy in football clubs by comparing earlier successful and unsuccessful CRM implementations by football clubs and study fan relationship theories in a large Swedish football club, thereby presenting guidelines on how to further develop a CRM strategy in a Swedish football club.</p><p> </p><p><strong>Methodology: </strong>A quantitative approach and a qualitative approach have been used, first collecting empirical data on supporter views through a questionnaire further strengthened by gathering empirical data through an interview. The quantitative data has been presented with descriptive statistics and the qualitative data has been analyzed using a realist approach.</p><p> </p><p><strong>Theoretical Perspectives:</strong> A literature review has been conducted and resulted in a theoretical framework illustrating the concepts of benefits and risks with CRM, fan relationship marketing, CRM implementation process, CRM systems in football clubs, and supporter loyalty. A research model, “FRM implementation process” has been developed from the theoretical findings. </p><p> </p><p><strong>Empirical Data: </strong>The quantitative empirical data has been collected by distributing a questionnaire to supporters of AIK Fotboll. The qualitative empirical data has been collected through interviews with the head of sales and marketing within AIK Fotboll AB.</p><p> </p><p><strong>Conclusion</strong>:<strong> </strong>A CRM strategy can benefit Swedish football clubs in areas such as to better capture customer data, better communication between the club and its supporters and provide customized offers as long as the supporters are informed about the changes in strategy. In order for Swedish football clubs to successfully implement a CRM strategy they need to ensure adequate financing and management commitment since an unsuccessful implementation can be devastating to a Swedish football club’s finances.</p>

<p>Bakgrund: Kunden samt dennes behov och tillfredsställelse är ämnen som varit mål för forskning under de senaste decennierna. Kundfokusering är dock inget nytt utan förekom i diskussionen redan under 50-talet. Idag talas det mycket om CRM, customer relationship management. Många företag säger sig använda CRM men meningarna om vad begreppet egentligen innebär går isär. </p><p>Syfte: Syftet med vår uppsats är att skapa insikt i vilka inslag av CRM som kan urskiljas i ett stort teknikbaserat B-to-B företag. Vidare vill vi bidra till en ökad förståelse för hur CRM kan påverka kundtillfredsställelsen. </p><p>Avgränsningar: Endast ett företag, som vänder sig till andra företag (business- to-business), kommer att studeras. </p><p>Genomförande: Datainsamlingen har skett genom personliga intervjuer med tre anställda på Telia Företag samt fyra av deras kunder. </p><p>Resultat: Vi har i uppsatsen antagit en heltäckande syn på CRM. Utifrån denna syn har vi funnit flera inslag av CRM i vårt fallföretag. Om CRM tillämpades i högre utsträckning skulle kundtillfredsställelsen på många sätt påverkas i positiv riktning.</p>

<p>The purpose of this dissertation is to present how online marketing tools influence customer relationship management (CRM) in a Business to Business (B to B) company. After reviewing the relevant theories, a frame of reference for client relations through the internet is selected from the research of Bauer</p><p><em>et al (2002). Six key characteristics of internet were discussed in order to reveal their impact on CRM. Meanwhile, three variables, which are commitment, satisfaction, and trust, are explored to measure the concept CRM. Both qualitative and quantitative research are used in this study, through analyzing the company’s internal documents, the authors come to a conclusion that the internet tool could improve customer satisfaction, commitment and trust, so as to improve customer relationship. <strong><p>Key words:</p><p>Internet marketing Tools, Customer Relationship Management, Commitment, Satisfaction, Trust, Webinar, Multiple method</p></strong></em></p>

<p>Ett CRM system ger fördelar för ett företags förmåga att bygga varaktiga kundrelationer. Små och medelstora företag är dock tveksamma till att investera i sådana system. Resurserna för att dels investera i och sedan effektivt förvalta systemen fattas ofta i företagen. Implementationerna av systemen drar dessutom ofta ut på tiden. Modellen Software as a Service har under 2000 talet vunnit stora landvinningar. Leverantörer som erbjuder CRM funktionalitet som en betald tjänst över Internet är ett attraktivt alternativ för små och medelstora företag som vill kringgå ovanstående problem. Samtidigt råder en viss tveksamhet till vilken kvalitet dessa tjänster håller. I denna studie söker vi svar på hur små och medelstora svenska företag upplever fördelarna med att köpa in ett CRM system som en SaaS tjänst.Syftet med denna studie är att kartlägga hur ett antal små och medelstora svenska företagupplever fördelarna med att köpa in ett CRM system som SaaS tjänst och presentera resultatet som en källa till kunskap om CRM system som SaaS tjänster. En kvalitativ studie har bedrivits med litteraturstudier som metod för insamling av sekundärdata och semistrukturerade telefonintervjuer som metod för primärdatainsamling. Fyra företag som använder ett CRM system som SaaS tjänst har deltagit i studien. Studien visar att fördelarna med leveransmodellen SaaS eliminerar flera potentiella hinder för små och medelstora företags förmåga att köpa in ett CRM system. Företagen undgår kostsam hårdvara och IT förvaltning. Kvalitén för dessa tjänster håller även en hög standard. Implementationen av tjänsterna upplevs av företagen som snabba och betalningsmodellen medför låga initialkostnader och ger en låg totalkostnad. Det medför även möjligheter till ett mobilt arbetssätt.</p> / Vet ej vem som är examinator för uppsatsen.

<p>Företag arbetar i dag aktivt med att stärka sina befintliga kundrelationer då det är dessa kunder som renderar störst lönsamhet. CRM– Customer Relation Management är ett vanligt använt begrepp när det gäller att arbeta kundorienterat.</p><p>Företags insikt och kompetens om det förändringsarbete som införandet av ett CRM system innebär är ofta mycket låg vilket medför att upp till 55 procent av alla implementeringar inte når upp till förväntningarna. (Greenberg 2004)</p><p>Syftet med uppsatsen är att, ur ett förändringsperspektiv se var i förändringsprocessen som problem uppstår, hos företag som implementerat CRM.</p><p>Uppsatsen har genomförts som en fallstudie på Exportrådet och Eductus AB med en kvalitativ metodansats. Empirisk data har samlats in genom intervjuer med de ansvariga för införandet av CRM i bägge företagen. Författarna har utgått från en förändringsmodell vilken även legat till grund för utformandet av intervjumallen.</p><p>Resultatet av uppsatsen visar att problemen består av ett antal faktorer som företag måste ta hänsyn till vid införandet av CRM system. De faktorer som författarna funnit vara av central betydelse är ledningens engagemang, rätt form av utbildning, företagskulturen samt kommunikation och information.</p> / <p>Companies work actively today to strengthen their existing customer relations, because these are the customers that are most profitable. CRM– Customer Relation Management is a well known conception when it comes to work customer orientated.</p><p>Companies insight and competence about the organisational change that the introduction of CRM stand for, is extremely low, which brings up to 55 per cent of all implementations to failure. (Greenberg, 2004)</p><p>The purpose of the paper is to see where in the organisational change process, that companies that have implemented CRM have experienced difficulties.</p><p>The paper has been carried out as a case study at Swedish trade and Eductus AB with a qualitative method. The empirical data was assembled through interviews with persons responsible for the introduction of CRM in both companies. The authors have assumed from a organization change model, that has based for the interview guide.</p><p>The result of the paper shows that companies has to consider a number of elements when they implement a CRM system. The elements that the authors have found to be of most interest are, the commitment of the company management, right type of education, the business culture along with communication and information.</p>

<p>Varje dag använder sig miljontals svenskar av någon form av medlems- eller kundklubbskort när de handlar i butik, kontaktar en kundtjäst eller loggar in på ett företags hemsida. Motiven till detta kan förstås vara olika - det kan vara smidigt, lönsamt eller nödvändigt för att överhuvudtaget få den hjälp och service man önskar. För företagen är denna registrering å andra sidan ett effektivt sätt att samla information om sina kunder som ett led i deras lojalitetsskapande arbete mot kund. Tidigare, internationella studier av CRM visar dock på att företagen inte utnyttjar den information de har om kunder för att verkligen styra verksamheten.</p><p>Syftet med denna uppsats är att studera om detta är ett aktuellt problem även bland svenska företag genom en enkätundersökning riktad till CRM- och kundklubbsansvariga vid svenska företag. Denna undersökning har utarbetats utifrån Cuthbertsons tre kriterier för att avgöra om en organisation är kundorienterade eller ej.</p><p>Resultat visar att de flesta företag som deltog i studien inte använder informationen man samlar in från kunderna i någon större utsträckning. Däremot visar resulataten att företag med äldre kundklubbar samt med höga medlemsantal generellt är bättre på att sprida och använda den kunskap som kundklubben samlar in. Skälen till att kundinformation inte används i större utsträckning beror enligt vår analys på frånvaron av fungerande intern infrastrauktur för att sprida inhämtad kunddata, kundklubben har för få medlemmar och låg ålder vilket påverkar dess interna status samt att kundklubben främst betraktas som ett register för riktad marknadsföring snarare än som ett redskap för att styra företagens verksamhet i stort.</p>