Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2017-01-12T17:50:30Z No. of bitstreams: 1 Mariana Lima Prates.pdf: 2568543 bytes, checksum: 92b10ebce44863fce861a620e45a0659 (MD5) / Made available in DSpace on 2017-01-12T17:50:30Z (GMT). No. of bitstreams: 1 Mariana Lima Prates.pdf: 2568543 bytes, checksum: 92b10ebce44863fce861a620e45a0659 (MD5) Previous issue date: 2017-12-20 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / Several changes in access to information have led the consumer to a new level; consumers today are more accessible to receive, search and disseminate information at anytime and anywhere. Innovative retailers had accepted this condition and started interacting with their customers in their environment. These interactions generate, uninterruptedly, an infinite mass of data known as Big Data. This study is an analysis of the worldwide retail activities in order to verify how the use of Big Data can contribute to the construction of customer value, focused on the American retailer Walmart. Through a case study, it was possible to identify how innovative and technologyfocused positioning in information analysis has brought benefits to the company, creating customer value and exceeding its expectations. Among the results found in the US operation there are the growth of purchases made online with the option to pick up in a physical store and in the number of customers that choose the use of geolocation in order to speed up the purchase process and, in Brazil there are reduction in the number of complaints, growth of interactions with customers in social networks and increased sales online / Mudanças no acesso à informação conduziram o consumidor a um novo patamar; os consumidores hoje em dia estão mais acessíveis para recebimento, busca e difusão de informação a qualquer hora ou lugar. Os varejistas inovadores aceitam esta condição e passaram a interagir com seus clientes no ambiente em que estes se encontram. Estas interações geram, ininterruptamente, uma massa de dados infinitos conhecido como Big Data. Este trabalho é uma análise das atividades exercidas no varejo mundial em prol de verificar como o uso do Big Data pode contribuir na construção de valor ao cliente, com foco no varejista americano Walmart. Através de um estudo de caso, foi possível identificar como o posicionamento inovador e focado em tecnologia na análise de informações trouxe benefícios à companhia, criando valor ao cliente e superando suas expectativas. Dentre os resultados encontrados na operação americana está o crescimento no número de compras realizadas na loja online com opção de retirada em loja física e no número de clientes que optam pelo uso de geolocalização com intuito de agilizar o processo de compra e, no Brasil, redução no número de reclamações, aumento de interações com os clientes nas redes sociais e aumento nas vendas da loja online

Background:Fristads has noticed needs and necessity of high visibility work wear in the market, particular for the high risk working industries. In addition to it, new international standards for work wear will be introduced in year 2013 which may put higher requirements on visibility of the work wear. Fristads aims to be the first company to develop the new product and pricing is one of the major problems they encounter. After studying different relevant literatures, we have decided to approach the pricing problem using customer value based pricing as the starting-point.Purpose:To identify and analyse the pricing with focus on customer values and product launch. Methodology:My research methodology has a qualitative approach with a certain quantitative feature, and it follows the inductive reasoning. Uncontrolled studies of preferences and intentions have been used when three dealers and one end-customer were interviewed. Secondary sources have been reviewed and the critical pricing issues are identified. The primary data obtained from the interviews is made as foundation for the creation of the price strategy.Result:The interviews have shown that the customers like Fristads’ product idea and the design of the work wear with enhanced visibility. A probably accepted price on the new work wear has been defined according to the customer survey. Pricing strategies for the product launch focusing on the customer value have been recommended. The final decision on the price strategy shall however be made in concurrence with the other strategies at Fristads in order to cover all the aspects. / Program: Master Programme in Fashion Management

The companies of today compete about the consumers’ attention. In a society where the speed is increasing and the trends are constantly changing the marketing of today will soon be obsolete. This is something that is clearer in the fashion business where the consumers always are looking for news at lower costs. It’s no longer an economical question to be able to wear the latest fashion trends, the availability of cheap fashion clothes is constantly increasing. The clothes consumers are one of the groups that consider being least faithful about trademarks, this means that it demands more of the companies to make the consumers choose their products. A successful fashion company knows that a strong focus on the consumer is the key to succeed. To keep the leading position on the market the companies have to deliver the highest degree of satisfaction and value for the costumer. The communication to the customers has to be clear and focused, which demands a clear target. In spite of that a lot of companies choose to draw a lot of attention of marketing against diffuse targets like “all the women” or “fashion conscious women”. This leads us to the following question; how big are the differences in attitudes and shopping behavior between young and old consumers. In our article we have decided to study two different age groups of women and their valuation and their opinion about a fashion company. The company considers that both of the age groups, 15-25 years and 40-50 years, are in their target and marketing strategies. The purpose of the study is to investigate if the alleged target and the real target are the same. Another purpose is to investigate if the company succeeds to deliver customer satisfaction to both of the age groups and which parts of the marketing that is most successful. From the result of the consumer survey we can see that both of the age groups think the company intends to younger women with a maximum age of 30 with their products and marketing. The older women who were visiting the shop did it in the company of their daughters. Even if they could find clothes they liked they fell ashamed of the fact that they were buying clothes made for youth. To reach a wider target it demands some kind of follow up of the customers. Even more the company has to change their approach of the customer being an object and start seeing them as a subject.The conclusion we have made from our investigation is that Gina Tricot is very good at communicating with the planned messages; the traditional marketing. But they don’t succeed communicating with such a wide target as they wished they could. Everything the company says and does have an effect of the customers. That’s why they should attached the same great importance of the product message and the service message which will lead to the most effectivemessage; “Word of mouth”. Gina Tricot needs to focus more on the interaction between customer and company, for example they could introduce a customer database. Through using the capability and customer knowledge in the company they could create a more effective communication in a long term. / <p>Program: Textilekonomutbildningen</p><p>Uppsatsnivå: C</p>

Title:Price Strategy for Product Launch – from the Customer Value Perspective Seminar date:29th August 2011Course:Master thesis in Fashion ManagementCredits:15 ECTSAuthor:Sandra Yin-Kwan KoTutor: Lisbeth Svengren HolmBackground:Fristads has noticed needs and necessity of high visibility work wear in the market, particular for the high risk working industries. In addition to it, new international standards for work wear will be introduced in year 2013 which may put higher requirements on visibility of the work wear. Fristads aims to be the first company to develop the new product and pricing is one of the major problems they encounter. After studying different relevant literatures, we have decided to approach the pricing problem using customer value based pricing as the starting-point.Purpose:To identify and analyse the pricing with focus on customer values and product launch. Methodology:My research methodology has a qualitative approach with a certain quantitative feature, and it follows the inductive reasoning. Uncontrolled studies of preferences and intentions have been used when three dealers and one end-customer were interviewed. Secondary sources have been reviewed and the critical pricing issues are identified. The primary data obtained from the interviews is made as foundation for the creation of the price strategy.Result:The interviews have shown that the customers like Fristads’ product idea and the design of the work wear with enhanced visibility. A probably accepted price on the new work wear has been defined according to the customer survey. Pricing strategies for the product launch focusing on the customer value have been recommended. The final decision on the price strategy shall however be made in concurrence with the other strategies at Fristads in order to cover all the aspects. / Program: Magisterutbildning i Fashion Management

The goal of this thesis is to propose strategies that profitably stimulate repeat purchase behaviour of Solosso's customers, Solosso being an e-commerce start-up producing custom made dress shirts. In order to accomplish the stated goal, research has been conducted into the existing body of literature about the subject, models for managing customers for value have been presented and applied on Solosso's customer database. Additionally, customer survey has been conducted to better understand customers' behaviour. Based on the applied models and the findings from the survey, the thesis delivers a set of recommendations on how to improve the product, what customers to acquire and, finally, what strategies to employ in order to profitably stimulate repeat purchase behaviour of the four main groups of Solosso's customers. The methods and strategies are expected to generate substantial incremental profits and may be implemented in other businesses as well.

Studies are focused on methods for better recognition of internet shop customers. General this method is called Customer Intelligence. It contains means of increase of customers valuation for a society. It is based on exploitation of accumulated data about customer which helps to get necessary information. A main target of Studies is to create system of Customer Intelligence addapted to society needs. For internet seller it is necessary to include a web analytics into the system too. In a theoretical part there is an explanation of attitude and significance of Customer Intelligence in terms of informational company system. Furthermore there is taken a customer value. It is proceeded from basic means of customer valuation assesment via customers lifelong value for society to means of customer scoring A practical part of Studies is devoted to performed analyses of customer data which are the main details for execution of Customer Intelligence. There is explained how this obtained information will be used. In a conclusion there is descirbed a technical realization and problems which had to be necessarily solved during the implementation.

A configuração do capitalismo atual, a globalização de mercados, o acirramento da concorrência, a velocidade de mudança e os gerentes cada vez mais cobrados por resultados e sustentabilidade das tomadas de decisão têm impelido as empresas a investir cada vez mais em sistemas de relacionamento para conhecer clientes. Os clientes são a mola propulsora de qualquer empresa e sem eles a empresa não possui valor algum. O objetivo desse trabalho foi explorar os fatores que impactam e determinam o valor do cliente para a empresa e/ou acionistas. Com base em fundamentação teórica, foram evidenciadas as principais pesquisas, destacando as contribuições empíricas de cada caso e a contemplação dos vetores de valor para a empresa e/ou acionistas. Resultados sugerem que o advento da tecnologia da informação nas empresas tem proporcionado a produção de conhecimento para a tomada de decisão mais estruturada em relação à gestão de clientes por valor. Foram evidenciadas (9) nove pesquisas sobre análise de padrão de lucratividade, (8) oito sobre otimização de alocação de recursos, (5) cinco sobre aquisição, retenção e efeitos sociais e (4) quatro sobre avaliação de empresas por meio de clientes. Cliente é definido como ativo intangível na medida em que otimiza a utilização dos recursos para a cocriação de valor para a empresa e/ou acionistas. / The current capitalism configuration, markets globalization, tight competitiveness, the change speed, managers more and more called by results and account for their decision have been forcing companies to invest more and more in customer relationship systems. The customers are the bottom line of any company and without them the company doesn\'t possess any value. The objective of this work was to explore the factors that impact and determine the customer\'s value for the company and/or shareholders. Based on theoretical, it was evidenced the mainly researches, dealing with empirical contribution of each case and the value vectors contemplation for company and/or shareholders. Results suggest that the introducing information technology in the companies has been providing the knowledge production for decision models more structured for managing customers by value. Nine researches were evidenced on profitability pattern analysis, eight on optimize resources allocation, five on acquisition and retention and social effects and four about firm evaluation through customers. Customer is defined as in-tangible assets as long as optimizes the utilization of resources for the co-creation of value for the company and/or shareholders.

Problem: In bid to stay competitive in the industry, SMEs have to apply several  formal marketing techniques which will help them edge past their competitors regardless of the many operational challenges they are facing. Moreover, through the first questionnaire the authors realized that if the case company could appreciate the use of marketing techniques in the market, it would gain more market share hence realizing organic growth. However this entirely depends on the leadership and management teams which also have to be innovative in the market place which will eventually create value for the customers who tend to be loyal and as such purchase the service or product repeatedly. In addition, the management and leadership teams should seek cultural integration and talent which will enable the SMEs to achieve their vision hence survival in the business. Purpose: The issue under investigation during this research will be “the effect of differential pricing and promotion on the growth of SMEs which offer standardized services.” This research will add to the existing knowledge relevant to the SMEs in line with the marketing activities and growth. In addition, this research will help Snowhite Dry Cleaners in particular, to achieve growth if the managerial implications are put into consideration as highlighted in this thesis. For the authors, this thesis is a pre-requisite to the award of a masters‟ degree in marketing with a major in business administration once successfully completed. Method: An inductive approach has been used through out this thesis while we adopted a case study design. In order to fulfill the purpose of this thesis, three unstructured questionnaires were sent to the director of operations of the case company. Theories: The theoretical areas  that were used in this thesis consisted of theories regarding; Competitive strategy,  Pricing of services,  Promotion of services,  Services marketing management, Business growth, Marketing management etc Conclusions: The authors came to a conclusion that promotion strategies induce trial of product or service hence organic growth in the long-run. They also impact on customer choice of product or service and service provider which leads to increased demand hence organic growth. As well, value-adding promotions for services increase the demand and market share arising from less competitor activity due to fear of adverse price wars. In addition, promotions increase perceived customer value which results into repeated purchases of a product or service hence organic growth. However, value-increasing promotions are recommended for product firms otherwise they will have a negative impact on sales save for objectives like margin reduction or tarnishing the competitors‟ image. Notably, if value adding promotions are run for a long time, they risk becoming obsolete to the customers who seek value on a daily basis. In addition, differential pricing has no effect on sales growth for a service firms which offer standardized services  like laundry but rather, it is likely to have a positive impact on firms which sell tangible products as a primary objective and treating the services offered as peripheral.

Title: Volvo Trucks' Customer Value Proposition Authors: Ekaterina Storubleva, Gregor Milosch, Christian Neumann Tutor: Erik Hunter Date: May 2009 Keywords: Volvo Truck Corporation, truck industry, customer value, value drivers, retail strategy, communication, relationship marketing Purpose: The purpose of this thesis is to evaluate the general composition of Volvo Trucks' customer value proposition in Europe and to examine possible ways of enhancing it using Volvo's retailing strategy as a tool. Background: The concept of customer value gains more and more importance in modern companies. Firms have to truly understand what their customers expect in order to provide the right products for them.Truck manufacturing is a very cyclical industry, which is why in times of crisis, when trade volumes go down, they need to excel even more in order to maintain good business relations with their customers. Volvo Trucks, one of the world's leading truck producers, has adopted a special retailing strategy, in which it owns strategically important dealerships, in order to improve customer understanding and consequently customer value. This paper discusses in how far they succeed at this. Method: The authors followed a triangular approach, combining quantitative and qualitative research. The quantitative part was covered by a communication chain study and a value driver study, both developed by the authors. In the qualitative part, each participant answered ten open questions, which were then used for internal consistency checks and contributed additional thoughts. Conclusion: The Volvo Truck Corporation (VTC), by adapting its retail strategy, realized the importance of establishing long-term customer relationships and generating adequate intelligence about customer needs. The company not only incorporated influential elements of relationship marketing but also strives for sustainable improvements in customer-perceived value. However, some conflicts between the stakeholder groups involved have been discovered. The corporation's core values were found to be in line with customer preferences. In essence, it is crucial for Volvo Trucks to implement the ideas of relationship marketing, establish superior communication channels, and to promote a common understanding of customer value.

Title: Strategies for competition – a study of the Swedish contact lenses market. Authors: Pernilla AArskog and Annika Lange. Background: As a market gets more mature and the competition increases, it is more important for a company to apply the right strategic perspective. There are four fundamental strategic perspectives for a service-oriented business: a core product-, a price-, an image- and a service perspective. This study is a about service management and take its point from the theories from the Nordic School about strategies for competition, customer value, perceived customer quality and customer loyalty. Purpose: The main purpose with this study is to analyze and evaluate how the actors at the Swedish market of contact lenses should compete to gain further competitive advantages. Method: The study includes four qualitative interviews with two traditional opticians and two Internet based businesses, but also a survey with 106 contact lens users is included. Analysis: In the analyse part of this thesis it was concluded that the traditional opticians conception about their customer not agrees with what the customer evaluate as important. Many of the customers have thought about changing their optician, and besides that do not recommend their optician, and can there for not be categorize as loyal customers. The Internet based businesses conception about their customer is more in line with the customer groups about the company and their service. These customers do recommend their optician. Result: In the result it can be concluded that the traditional opticians should change to a service perspective as their comprehensive strategic perspective, which means that the relation with the customer is the most important for the company. The Internet bases businesses should continue working from a price perspective since they have huge economy of scales. Keywords: Customer value, strategies for competition, perceived customer quality and customer loyalty. / Bakgrund: Allteftersom en marknad mognar och konkurrensen ökar blir det än viktigare för ett företag att välja rätt strategiskt perspektiv. Det finns fyra grundläggande strategiska perspektiv för ett tjänsteföretag, kärnprodukt-, pris-, image- och tjänsteperspektivet. Detta arbete handlar om service management och utgår från den nordiska skolan med teorier kring konkurrensstrategier, kundvärde, kundupplevd kvalitet och kundlojalitet. Syfte: Syftet med detta arbete är att analysera och utvärdera hur företag på den svenska kontaktlinsmarknaden bör agera för bli vara konkurrenskraftiga. Metod: Undersökningen bygger på fyra kvalitativa intervjuer med två traditionella optiker och två företag verksamma på Internet samt en enkätundersökning där 106 kontaktlinsanvändare medverkade. Analys: I analysen framkom att de traditionella optikernas uppfattning om sina kunder inte överensstämmer med vad kunderna uppfattar som viktigt. Många av dessa kunder har funderat på att byta optiker och de rekommenderar heller inte sin optiker, de kan därför inte heller anses lojala. Nätföretagens uppfattning om sina kunder överensstämmer bättre med vad kunderna tycker om företaget och dess service. Dessa kunder rekommenderar sin optiker. Resultat: I resultatet framkom att de traditionella optikerna bör ändra till ett tjänsteperspektiv som sitt övergripande strategiska perspektiv som innebär att relationen med kunden sätts i fokus. Nätföretagen bör fortsätta arbeta utifrån ett prisperspektiv eftersom de har stora skalfördelar.