Abstract   Date:                              May 21, 2009   Program:                                 International Marketing   Course name:                  EFO705 Master Thesis   Title:                                         Foreign Market Exploitation with E-marketing Strategy of Thaiearthtone Company   Authors:                         Nicha Chienchiranai      851212-T107                                       Pharktanat Pattararittisak   820930-T251   Tutor:                                      Daniel Tolstoy   Problem:                        How can Thaiearthtone exploit opportunity in foreign market by using e-marketing strategy?   Purpose:                         To develop an appropriate e-marketing strategy to increase satisfaction of existing customers and simultaneously attraction of new customers.   Method:                           This research is based on qualitative research, using exploratory research method.  The theoretical framework used in the research is E-Marketing Strategy which is developed by the authors with some adaptation from E-marketing Mix Strategy.  The findings were obtained from an in-dept interview as well as second hand sources including Thaiearthtone's website and others.   Conclusion:                             With the increased number of e-commerce firm, to be stand out of the crowd is rather difficult for small company like Thaiearthtone especially that the target market are foreigners.  To successfully exploit its opportunity in overseas market, Thaiearthtone could probably take the idea from the authors' own developed E-marketing strategy into consideration, and adapt it to the current situation of the company.   Key words:                       E-marketing, E-marketing Strategy, E-commerce, Relationship Marketing and Site Usability

“Just as the consumer is becoming more intelligent, the company in parallel should become more intelligent about the customer” (Raisch, 2000, p.4). Internet has become a huge marketplace and to stay competitive in this growing marketplace, companies must improve the way they interact with their customers (Rayport & Jaworski, 2005). As the amount of information online is rapidly growing, customers are becoming more intelligent. Intelligence that in turn makes them more powerful as they with high knowledge becomes high involvement purchasers, which is the opposite to what companies desire. Moreover customers are no longer satisfied with rewards like “bonus-points” or “take three pay for two” campaigns (Kalkota & Robinson 1999). Today’s customers want to be treated individual, they want to feel special, want to feel that the company really take care for them (Newell 2000). The aim with this thesis is to explain how Interactive Agents (IA) as a concept can help companies to attract and retain customers. To do so, we first need to describe what that concept consists of. IA:s can be described as “robots” chatting with the user/customer. They often take graphical form and works with a large knowledgebase that help them deliver the answer a user asks for. The agent is designed to serve customers 24/7 and can, to the opposite of a human, handle more than one case at time. The significant difference between a search-engine and an IA is the technology that allows users to use natural sentences to communicate with the agent instead of only using keywords.  Our findings, that take ground in a literature study followed by an interview with one of the big developers of AI in Sweden, indicates that IA:s could provide companies with an additional value over money savings, which is the main reason according to developers to invest in IA:s. As we can see, two different types of benefits, technical and commercial, can be generated by implementing an IA in an organization. Technical benefits are generated directly from the technology, i.e. make the access to information less complicated and increased knowledge about customers. Commercial benefits are generated as a result of applying this technology and if experienced to a satisfactory level by its target-group, it can generate some commercial benefits, such as goodwill and brand mediation. We would like to conclude our findings to say that IA will be able to generate some value for the system-user and the end-user. However, we believe that to create a value of significance, there are still requirements (see conclusions) that need to be carried out, where the most important part would be interaction with other systems.

More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In addition, a decade ago, relationship marketing gained more and more credibility among the companies and is still a topic of discussion today. Therefore, this study is aimed to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction.   A theoretical framework has been developed derived from a review of the existing literature in order to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction. Five different tactics have been empirically investigated, namely the service quality, brand image, price perception, value offers and communication. A qualitative method has been chosen for this study. Three different companies have been studied within the banking sector and have been led by an inductive and deductive approach which will aim to investigate the aforementioned theoretical framework.   The analysis of the empirical findings exposed and discovered some relevant findings. Indeed, empirical evidence suggests that four main customer relationship tactics have a role on customer satisfaction and trust; namely the service quality, the brand image, the price perception and the human capital. These tactics have been identified as having a crucial role on gaining customer satisfaction.

The purpose of this study was to examine how various universities address E-marketing activities as a help for attracting more students. The key issue was to add knowledge by investigating and understanding E-marketing activities in combination with parts of Promotion Mix, and Relationship Marketing. Three universities in the south of Sweden were interviewed. A qualitative research method was applied, in combination with an deductive approach. Theories regarding the above mentioned elements were investigated and compared with data from semi-structured interviews of universities’ communication departments. Findings showed that in general universities are taking E-marketing into consideration, and understand the importance of its implementation. Yet, they have not applied all the activities which could have been to their advantage. Findings also showed that the universities’ most efficient E-marketing tool was their websites, as it could be appreciated by both current and potential students. In addition, Relationship Marketing and Promotion Mix seemed, in all universities, as a proper complement for E-marketing. However, it appeared that both elements were not implemented to their fullest either. This study could be of use to both practitioners and academics. The study shares information and knowledge of marketing channels which can be useful, yet, have not been used to their full capacity. Practitioners may benefit from the theory and findings, which show how higher education is adjusting to the technological revolution.

Abstract From the past few years in Sweden telecommunication business has been altered. Earlier when telecom industry was dominant in the market but now it is transformed in to more competitive market with further competitors and provides additional services. In Sweden TeliaSonera is one of the leading and superior telecommunication providers. Currently TeliaSonera is merged among two large companies such as Telia which was one of the outstanding telecommunication companies in all over Sweden and Sonera is the finish counterpart of Telia. TeliaSonera presently facilitate their customers as well as business customers by proving different communication services such as mobile telephony, mobile broadband, Broadband, fix telephony connection and TV. Regarding Customer support service the purpose of this study is to investigate the relationship among customers and telecommunication service providers, and in this study we emphasize on customer-support service concerning “The Role in Customer Relationships”. Our consideration is to find out the better relationship among telecommunication service providers and their customers. Additionally the role of Telia shop is also studied by taking interviews with Telia customer representative office (CRO) and Telia top management. Furthermore from theoretical perspective the research has been conducted through current literatures such as customer support service, relationship marketing, dominant logic, customer loyalty, complaining behavior and trigger model. Approximately all of the literatures are specify from customer viewpoint business processes intended for long lasting relationship. We have sufficient information concerning that how to get better and stand long lasting relationship with the customers in future. For the fruitful outcome we conducted this research by exploratory research method and also conducted interview with the help of open ended questionnaire and our target group was TeliasSonera Top management in Stockholm, manager of TeliaSonera shop in Karlstad city and also from 12 students of Karlstad University. The reason behind this was to know the role of TeliaSonera towards customer-support service as well as their customer experience and perception. Finally in the end we come up with the conclusion by the help of gathering qualitative information that the effective customer support-service can lead to long lasting relationship among customers and telecom sectors. Furthermore we also came to know in the end that superior quality customer support service assist to create more customers loyalty. That means customer-support service play one of the significant role between telecommunication service provider and customers. / LET-Project

No description available.

Abstract The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a “best practice” for the customer-support service in the telecom industry. The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggering factors for switching. After reviewing all of literatures authors have adequate knowledge how to enhance and sustain long term relationship with customers. Nearly every literature stipulates from customers perspective business operations for long term relationship. To accomplish research aim, authors conducted with an explorative research approach and with the help of a designed descriptive questionnaire which consist of seventeen close-ended and open-ended questions. The target group was sixteen master level students of Karlstad University who belong to nine different countries. From the interview, authors try to explore respondents’ experiences and acceptation from customer support service. Authors reached at the conclusion on the basis of collected qualitative information that the effective customer support service plays a vital role for enhancing the relationship between customers and telecom service providers. It is also evident throughout the research that the customer support service is the key link between the customer and the telecommunication service provider. / TeliaSonera

none

Biotechnology industry is a typical knowledge economy, whose value focuses on the development and research and it provides essential assistance for the process of development and research, which is a needful step for whole biotechnology industry. Many suppliers encounter difficulties of running thanks to the competitive stress from foreign traders and medium suppliers, and also thanks to industrial fluctuant Though there are various factors inside, it is true that many small suppliers are inferior to operating marketing strategies to promote ontic competition. When the biotechnology service does the sell, using the self¡¦s basic characteristic for the basis and making use of the proper marketing strategy to reach the efficiency. Then, carving industry development market in one further step, it will create the vintage benefit of the whole. According to the document and the discussion of the case company marketing strategy, the key factors of the successful business marketing are included: 1. Quality of the production 2. Quality of the service 3. The timber of salespersons and the saleskill of salespersons. 4. Relationship marketing If the laboratory equipment distributorship controls the four factors mentioned above, and considers the operated spirit of the enterprise and market orientation, it will seize the unique compete ascendance of the industry. ¡@¡@ key word¡G Biotechnology service industry, Marketing strategy, Relationship marketing

Along with the enormous impacts resulted from the change of National health insurance policy, there has been a great influence on health-care seeking behaviors of people, thus leading to a extensively vigorous competition and challenge for management spreading among health-care industries. Therefore updated management concept, assuring health-care quality, rising standard of health-care and realization of ideals of perpetual service-providing are desperately required for all hospitals. Also for hospital marketing, to ascertain the customers need, to establish relationships with customers, to set an effective marketing-strategy to satisfy customers need and to match the assessment of customers response with improvements are necessary. Marketing is not only for external customers but also for internal ones (intra-hospital customers). In this study we aim to promote nuclear medicine through understanding colleagues need, providing decent service and to lead intra-department health-care marketing activities to hospital-wide ones by way of education and elevating service quality. Conclusively, despite an insignificant achievement quantitatively, the qualitative analysis reveals we could facilitate our colleagues understanding nuclear medicine practice by utilization of E-trsnsmission, detailed flowchart, and mobile educational service.