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.

The purpose of this study is to investigate how the major swedish banks look upon and promote student profitability as well as long-term relationships within the student segment from a CRM point of view. The study incorporates a qualitative course of action with an abductive research approach which has been carried out by conducting personal and telephone interviews with representatives from three out of the four major swedish banks Nordea, Swedbank and Handelsbanken. Our research finds that the banks appear to regard their relationships with students as long-term investments, but that they simultaneously seem to lack distinctive, clear and procreative strategies for securing these relationships. Furthermore, the development of profitability within the student segment is considered an informal process that does not necessarily need to be computed through the use of quantitative estimates. Also, educational variables does not influence the banks as they segment their customer base and the student-centred offerings within the banking industry is to be deemed as being standardized rather than differentiated.

<p><strong>Abstract</strong></p><p>Swedish universities have always received greater attention from international students thanks to their well-quality and tuition-free programs. However, due to the introduction of tuition fee for non-EU/EEA students from fall 2011, it is predictable that by raising the threat of losing a rather large portion of international students, Swedish universities may experience a critical period over the early years after this change. This is occurring in an environment in which universities attempt to leverage their tangible and intangible resources for maintaining their competitive niche in the worldwide market. Besides, many universities have moved towards establishing student-centric strategies as a means to achieve a high level of students’ satisfaction and long-lasting relationships. The issue has become so substantial in the recent years that, as Pausits (2007) has also suggested, universities need to transform into “relation-based organizations”.</p><p>To solve this possible problem and in order to help Swedish universities to pass this critical situation safely, this study has conducted a qualitative research on the basis of analysis of the empirical data gathered from a series of semi-structured phone and personal interviews with five Swedish universities that have the most number of international students (Lund, Uppsala, Linköping, Jönköping and Blekinge Universities) with the intense support of previous literature and the theoretical body of the study under investigation which has lead to the creation of a knowledge-based CRM model.</p><p>The main aim of this conceptual CRM model is to systematically organize the operations of building, managing and retaining relationships between Swedish universities and international students. This model has been formed by combination of two theories of CRM, as a business strategy which has been proved to be one the most efficient customer-oriented business approaches within the past decades, and Knowledge Management (KM) as the pivot for effective operation of the proposed CRM framework by providing a constant learning environment.</p>

Submitted by FERNANDA FURIO CRIVELLARO (ffc_fernanda@hotmail.com) on 2018-06-07T19:35:54Z No. of bitstreams: 1 GESTÃO DA INFORMAÇÃO EM FERRAMENTAS DE CRM PARA CAPTAÇÃO E RETENÇÃO DE CLIENTES.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) / Approved for entry into archive by Satie Tagara (satie@marilia.unesp.br) on 2018-06-08T17:12:16Z (GMT) No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) / Made available in DSpace on 2018-06-08T17:12:16Z (GMT). No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5) Previous issue date: 2018-05-17 / Não recebi financiamento / Este trabalho tem como objetivo, verificar a contribuição do CRM para o processo decisório organizacional, no que tange ao desenvolvimento de estratégias de ação para a captação e retenção de clientes em uma empresa do ramo óptico. Essa é uma pesquisa de abordagem quali-quantitativa de caráter exploratório e descritivo. Tem como método de pesquisa o estudo de caso. Com o estudo foi possível perceber a importância do uso de uma ferramenta que gerencie o relacionamento entre a empresa e o cliente e, a importância de administrar as informações que são coletadas pela mesma. O CRM é considerado por muitas empresas, o principal meio de junção da gestão de informações sobre clientes; este será composto por informações que auxiliarão os gestores nas tomadas de decisões. Com esta pesquisa, foi possível perceber que a empresa não utiliza de nenhuma ferramenta para gestão da informação do cliente, tampouco, utiliza das informações dos clientes para tomar decisões, o que acarreta decisões tardias ou falhas com relação a reposição de mercadoria, soluções de problemas e alcance na divulgação da empresa. O CRM traria a empresa maior organização da informação interna e externa de forma a dar respostas mais rápidas ao cliente, controlando sua satisfação e necessidade. A ferramenta CRM pode ser implementada no sistema utilizado pela empresa, se o desenvolvedor se dispuser a criar as abas necessárias, possibilitando que a empresa não precise implantar novamente os dados em um novo sistema. / This work aims to verify the contribution of the CRM to the organizational decision-making process, in what concerns the development of strategies of action for the capture and retention of clients in an optical company. This is a qualitative-quantitative research of exploratory and descriptive character. It has as a research method the case study. With the study it was possible to perceive the importance of using a tool that manages the relationship between the company and the client and the importance of managing the information that is collected by it. CRM is considered by many companies as the main means of joining customer information management; this will be composed of information that will assist managers in decision making. With this research, it was possible to perceive that the company does not use any tool to manage the information of the customer, nor does it use the information of the clients to make decisions, which entails late decisions or failures in relation to the reposition of merchandise, solutions of problems and scope in the disclosure of the company. The CRM would bring the company greater organization of internal and external information in order to give faster responses to the client, controlling their satisfaction and need. The CRM tool can be implemented in the system used by the company, if the developer is willing to create the necessary tabs, allowing the company does not need to deploy the data in a new system.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery channels, as well as its effects on banks' customers. This is particularly the case with regards to the banks' customers' buying behaviour and is stemming from the fact that bank customers display some unique buying patterns. Based on the above, the aim of this study is to find out whether or not there is a potential influence of newly implemented CRM systems on consumer buying behaviour in the context of the Nigerian banking industry and also to assess the extent and nature of this influence (if any).

Today’s competition among companies has increased due to the development of the Internet. Customer loyalty is crucial for companies in today’s market. It is important to create a customer base, which will result in a positive effect on profit and sustainability. Social media, such as Instagram, has an impact on customers today. Social media has made it possible for companies to be closer to their customer than ever before. The purpose of this study was to explain how a company can influence Instagram followers’ loyalty through the use of Instagram. This study examines several crucial factors which are considered to have an impact on customer loyalty. The study uses a deductive approach and the data was collected using an internetbased survey posted on a specific Instagram account. The result of the empirical study shows evidence to support that the variables community, choice and word of mouth have a significant impact on loyalty through Instagram. There is no evidence in the study that the variables customization, convenience and character have any impact on customer loyalty. The study further examines and suggests that there is no significant relationship between an individual attitude towards a company and the individual actions on Instagram. / Internet har gjort det möjligt för kunder att jämföra företag och produkter med endast en knapptryckning, något som inte varit möjligt innan utvecklingen av internet. Detta har gjort att konkurrensen ökar bland företag. Sociala medier har växt fram i och med utvecklingen av internet, vilket innebär att företag kan komma närmare sina kunder än någonsin tidigare. Det saknas kunskap om hur företag kan skapa konkurrensfördelar med hjälp av sociala medier, tidigare har internet och social medier sätts som samma sak. Ett sätt att påverka ett företags konkurrenssituation är att bygga konsumentrelationer genom att skapa lojalitet hos kunden till företaget. Syftet med denna uppsats var att kartlägga lojaliteten hos ett medieföretags instagramföljare genom att undersöka sex faktorers påverkan på lojalitet. Det som undersöks är hur följarnas lojalitet påverkas av följarnas attityd till instagramkontots design, benägenhet att sprida information om kontot, tillgången till information, känsla av samhörighet, anpassning och användarvänlighet. I studien undersöks sambandet mellan attityd och beteende, om följarens attityd återspeglas i dess beteende. I studien användes ett deduktivt synsätt där teori jämförs med data som samlats in. Vi formulerade sex hypoteser och en forskningsfråga utifrån teorier om lojalitet. Detta gjordes för att kunna studera följarnas lojalitet, attityd och beteende. Empirisk data samlades in genom att en enkät publicerade på ett specifikt företags instagramkonto. Företagets följare fick möjlighet att besvara 21 frågor som syftade till att mäta hur olika faktorer påverkade följarens lojalitet till företaget och kopplingen mellan en följarens attityd och dess beteende. Resultatet av vår studie tyder på att följarens lojalitet påverkas av följarens benägenhet att sprida information om kontot, tillgången till information och känsla av samhörighet. I studien fanns det inget som tyder på att instagramkontots design, anpassning och användarvänlighet har en påverkan på följarens lojalitet. Vårt resultat tyder också på att det inte finns något samband mellan en följares attityd och följaren beteende på Instagram.

A capacidade de identificar clientes potenciais, conquistar mercados e garantir fidelidade dos clientes sÃo fatores determinantes do sucesso das organizaÃÃes modernas. No entanto, a comoditizaÃÃo dos produtos, facilmente copiados e reproduzidos pelas indÃstrias vem demonstrando um aspecto de equivalÃncia dos produtos e serviÃos das empresas frente ao mercado consumidor. A diferenciaÃÃo nÃo se resume mais Ãs caracterÃsticas dos produtos, e sim na forma com a qual as organizaÃÃes se relacionam com os clientes, lhes oferecendo serviÃos e estabelecendo relaÃÃes duradouras e lucrativas atravÃs dos diversos canais de relacionamento existentes. A Tecnologia da InformaÃÃo quando combinada com as estratÃgias de integraÃÃo de relacionamento da organizaÃÃo com seus clientes possibilita ampliar a diferenciaÃÃo da empresas frente à concorrÃncia, tornando a empresa mais valorosa e atrativa aos seus clientes. O objetivo desse trabalho à verificar quais ferramentas de Tecnologia da InformaÃÃo (TI) sÃo utilizadas e como estas ferramentas efetivamente auxiliam na melhoria da gestÃo de relacionamento com clientes. O trabalho buscou ainda verificar os resultados positivos agregados pelas ferramentas de TI ao processo decisÃrio da organizaÃÃo. O referencial teÃrico se estrutura na investigaÃÃo preliminar das ferramentas mundialmente disponÃveis que, cientificamente, apresentam caracterÃsticas que as qualificam como ferramentas de apoio ao CRM ou GestÃo de Relacionamento com Clientes. O mÃtodo de pesquisa utilizado foi o estudo de caso em uma grande empresa do segmento industrial, com sede em Fortaleza, CearÃ. A metodologia utilizada envolveu a aplicaÃÃo de questionÃrio, entrevistas, observaÃÃo direta e a anÃlise de informaÃÃes complementares como manuais e procedimentos executados nos processos internos da organizaÃÃo. As anÃlises dos dados se basearam no modelo de camadas do CRM proposto por Peppers e Rogers, que prevà a classificaÃÃo das ferramentas de TI nas camadas operacional, analÃtica e colaborativa. Os resultados permitiram traÃar um diagnÃstico de como a TI vem dando suporte Ãs estratÃgias de CRM utilizadas pela OrganizaÃÃo. Concluiu-se que algumas Ãreas de negÃcios apresentam estado evolutivo bastante desenvolvimento em relaÃÃo à gestÃo de relacionamentos com seus clientes, enquanto outras Ãreas de negÃcios se encontram com baixo nÃvel ou nenhum suporte de TI. As camadas de CRM Operacional e AnalÃtico apresentam elevado grau de desenvolvimento dentro da organizaÃÃo, enquanto que o CRM colaborativo nÃo à extensivamente utilizado pelas Ãreas de negÃcios investigadas. Ferramentas como automaÃÃo de forÃa de vendas, EDI e data warehouse, apresentaram-se muito presentes e eficazes no apoio ao CRM. Finalmente verificou-se que a utilizaÃÃo de ferramentas de TI para CRM operacional garante a qualidade e confiabilidade dos dados para anÃlise pelas Ãreas de negÃcios. A utilizaÃÃo das ferramentas analÃticas gera ganhos relevantes para a elaboraÃÃo dos planos da organizaÃÃo, bem como constatou-se um alto grau de percepÃÃo da organizaÃÃo sobre a relevÃncia do CRM para resultados financeiros e tomada de decisÃo.

Abstract Swedish universities have always received greater attention from international students thanks to their well-quality and tuition-free programs. However, due to the introduction of tuition fee for non-EU/EEA students from fall 2011, it is predictable that by raising the threat of losing a rather large portion of international students, Swedish universities may experience a critical period over the early years after this change. This is occurring in an environment in which universities attempt to leverage their tangible and intangible resources for maintaining their competitive niche in the worldwide market. Besides, many universities have moved towards establishing student-centric strategies as a means to achieve a high level of students’ satisfaction and long-lasting relationships. The issue has become so substantial in the recent years that, as Pausits (2007) has also suggested, universities need to transform into “relation-based organizations”. To solve this possible problem and in order to help Swedish universities to pass this critical situation safely, this study has conducted a qualitative research on the basis of analysis of the empirical data gathered from a series of semi-structured phone and personal interviews with five Swedish universities that have the most number of international students (Lund, Uppsala, Linköping, Jönköping and Blekinge Universities) with the intense support of previous literature and the theoretical body of the study under investigation which has lead to the creation of a knowledge-based CRM model. The main aim of this conceptual CRM model is to systematically organize the operations of building, managing and retaining relationships between Swedish universities and international students. This model has been formed by combination of two theories of CRM, as a business strategy which has been proved to be one the most efficient customer-oriented business approaches within the past decades, and Knowledge Management (KM) as the pivot for effective operation of the proposed CRM framework by providing a constant learning environment.

Annotation This thesis is concerned with CRM approach - Customer relationship management. CRM covered new marketing methods, that are focused on client's needs rather than on product push strategy. Thanks to sophisticated data analysis clients are addressed with offers, that come up to their current needs. Thesis explains basic terms connected to CRM strategy, different sorts and its components. CRM concept is apllied on the banking area using the example of czech commercial bank.

Syfte – En förstudie på fallföretaget identifierade ett problem som ledde till att syftet och frågeställningarna formulerades. Studien syfte innebär att undersöka hur underhåll av en leverantörsrelation kan påverka ett speditörföretag. För att svara på studiens syfte har det brutits ner i två frågeställningar: Hur arbetar ett speditörföretag med sina leverantörsrelationer? Vilka är möjligheterna till att förbättra en leverantörsrelation? Metod – Studien är genomförd som en fallstudie med enfallsdesign. Empiri är insamlat med intervjuer, dokumentstudier och litteraturstudier. Litteraturstudien utgör grunden för studiens teoretiska ramverk som innehåller teorier inom leverantörssegmentering, interaktionsmodellen, Customer Relationship Management (CRM) och Key Account Management (KAM). Resultat – Studiens resultat innefattar att underhåll av leverantörsrelationer med hjälp av leverantörssegmentering, interaktionsmodellen, Customer Relationship Management (CRM) och Key Account Management (KAM) på ett fördelaktigt sätt bidrar till ett bra underhåll av leverantörsrelationer och förbättringsmöjligheter till tätare relationer. Implikationer – Med hjälp av befintliga teorier inom relationshantering bidrar studien med att underhålla och förbättra leverantörsrelationer. Studien riktar sig emot ett mindre utforskat område för transport- och speditörföretags underhåll och förbättringar av leverantörsrelationer. Begränsningar – Studien är utförd enbart på ett speditörföretag vilket begränsar studiens generaliserbarhet vilket påverkar studiens resultat. Studien har inte tagit hänsyn till kostnader för implementering för förbättringsåtgärder i arbete för bättre relationer samt att leverantörens synvinkel inte är undersökt. / Purpose – A pilot study at the case company identified a problem that lead to the purpose and research questions. The purpose of this study is to investigate how maintenance of a supplier relationship can affect a forwarder company. To answer the study's purpose, it has been broken down into two research questions: How does a freight forwarding company work with its supplier relationships? What are the opportunities to improve a supplier relationship? Method - The study is conducted as a case study with one-case design. Data is collected with interviews, document studies and literature studies. With the literature study, the basis for the study's theoretical framework contains theories in supplier segmentation, the interaction model, Customer Relationship Management (CRM) and Key Account Management (KAM). Results - The study's results include that maintenance of supplier relationships by means of supplier segmentation, the interaction model, Customer Relationship Management (CRM) and Key Account Management (KAM) in a beneficial way contributes to good maintenance of supplier relationships and improvement opportunities for closer relationships. Implications - Using existing relationship management theories, the study helps to maintain and improve supplier relationships. The study targets a less explored area for transport and freight forwarding companies' maintenance and improvements in supplier relationships. Limitations - The study is conducted only at one freight forwarding company which limits the generalizability of the study which affects the study's results. The study has not taken into account the costs of implementation for improvement measures in work for better relationships and that the supplier's point of view has not been examined.