In todays business environment there is an increasing recognition that human resources are a valuable asset to distinguish a company from its competitors. This tendency, in combination with increasing job mobility among employees and an ongoing demographic change, has turned the labour market into a competitive arena. Employer Branding and Talent-Relationship-Management are two fairly new concepts in the area of Human Resource Management, which have the aim to differentiate companies on the labour market and to support them effectively in their endeavour to approach, acquire and retain the most talented employees. In this study, the internal and external determinants, which form an appealing employer brand are investigated. A conceptual framework is first constructed and later modified in the lights of the empirical findings gained through four conducted interviews with four large organizations. In contrast, a deeper insight in the prioritisation of different TRM elements is gained by means of a quantitative study among university graduates and international scholarship holders. The major findings outline that there is a continuous challenge in creating a level of consistency in favour of a credible employer brand message. Furthermore, it becomes apparent that a change or adoption of the employer brand in the short-term is difficult due to the culture and values of the respective organization. In addition, the employer brand plays an important role in preventing unplanned impulses, which result out of negative impacts from the business environment. The comparison of the major findings among the different groups within the quantitative study shows that the instruments ‘Information about vacancies’, ‘Scholarship’, ‘Company Workshops’ as well as ‘Exclusive Information’ are among the most valued ones in comparison with ‘Periodical Services’, ‘Personalized Websites’ or ‘Giveaways’, which most respondents do not perceive as interesting.

The purpose of this research is to study the influence of different bonding strategies for customer relationship management on customer loyalty in online shopping. In particular, the research is focused on the mediation effect of relationship quality. ¡@¡@More Specifically, this study examines the following issues¡G(1) the relationship between relationship bonding strategies and relationship quality; (2) whether relationship bonding strategies will influence customer loyalty; and (3) the influence of relationship quality on customer loyalty. An online survey received 311 useful responses. The results include (1) social bondings had a positive effect on customer loyalty, but financial and structural bonding had no direct correlation with customer loyalty, (2) with respect to different dimensions of relationship quality, financial and structural bondings had a positive effect on customer satisfaction, trust and commitment. Social bonding had partial correlation with relationship quality; (3) Customer satisfaction, trust and commitment in relationship quality showed positive connection to customer loyalty. The effect of customer satisfaction was weaker than those of trust and commitment; and (4) Relationship quality is a moderator between bonding strategies and customer loyalty. A complete mediating effect has been observed.

Abstract How the securities broker company faces the globalization financial situation changing and holding law of the finance of Taiwan one to implement , make the large-scale securities broker company fall into the predicament of managing , the securities broker company is looking for keeping the close relation method with the customer even more Large-scale securities broker company introduces Customer Relationship Management, expect to let Securities Salesmen make use of the scientific and technological tool of information with the intact systematic construction, serve more customers .The securities broker company makes the customer more satisfied, have more competitive power¡C The security market has already transferred to by way of customer's management on foundation, the securities broker company pays close attention to only really understand customer's demand, maintain good customer's relation, and make the best of the information system management tool, Can Find the business opportunity in Security market of saturation competition. This thesis takes securities Broker Company as an example, while channeling into Sales Force Automation system of Customer Relationship Management, to The Influence on Behavior of Securities Salesmen dependence and degree of securities Broker Company are studied There are the following three items in the research conclusion received in this research ¡G 1.Scientific and technological ability of information, to Professional that is channeled into Sales Force Automation system Behavior of the stock broker has apparent influence. 2.The cognitive degree in customer's relation Management is channeled into behavior of Sales Force Automation system the stock broker has Apparent influence 3.Different personal backgrounds are in Scientific and technological ability of information, Knowledge of customer's relation management, Professional behavior of the stock broker has apparent influence.

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. 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. 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.

Customer Relationship Management (CRM) ämnar hjälpa företag att förstå kunders beteenden för att möjliggöra förvärvandet av nya kunder, underhålla befintliga relationer samt skapa lojalitet. Förståelsen för hur företag bör hantera kundrelationer har fått stor uppmärksamhet under de senaste åren vilket har utmynnat i relationsmarknadsföring på one-to-one nivå. ICA är det enda företaget inom den svenska dagligvaruhandeln som erbjuder sina kunder skräddarsydda, individuellt anpassade erbjudanden. Denna uppsats syftar således till att undersöka hur ICA använder CRM i ett försök att skapa mer lönsamma kundrelationer genom one-to-one marknadsföring. Studien genomfördes huvudsakligen genom intervjuer med två nyckelpersoner inom CRM på ICA. Undersökningen har visat att ICA har en genomarbetad och integrerad CRM-strategi, dock är vissa delar mer utvecklade än andra. ICA har insett vikten av att använda kundinformation för att skapa nöjda kunder men skulle kunna utveckla användandet ytterligare. Exempelvis skulle analyser av kundgrupper med specifika behov, kommunikation via fler digitala medier, ett ökat samarbete med leverantörerna samt ett mer proaktivt agerande troligtvis förbättra CRM-strategin och leda till mer lönsamma kundrelationer.

Nowadays, the service industry, especially banks, faces increasing competition. In such environment, differentiation is necessary. The general purpose of this thesis is to understand how a bank can achieve differentiation based on a marketing approach. Two research questions will respectively examine the three additional P’s of the marketing mix (People, Presentation or Physical Evidence and Process) and the Customer Relationship Management as possible differentiators. To fulfill the purpose, the authors of the thesis introduce an extended model of the CRM concept, including the three additional P’s. Further, the researchers of the thesis interview the four major banks in Sweden SEB, Svenska Handelsbanken, FöreningsSparbanken and Nordea, to test their model. After an analysis of the interviews, the authors come to the conclusion that the extended model of the CRM concept is actually used as a differentiator. However, as the four major Swedish banks have a similar strategy; it then appears really difficult to differentiate to a large extent.

Aim of the Thesis: 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.   Methodology: 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.   Theoretical Perspectives: 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.    Empirical Data: 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.   Conclusion: 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.

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.

Authors: Sjöberg, Amelie 880410 Wallgren, Christopher 890131   Background: Due to the current competitive climate, it is of major importance for firms to distinguish and differentiate their products compared to the competitors. To achieve that, the firms need to offer a product that the customers want. Firms can integrate with external sources and receive valuable information regarding references and needs. Customer relationship management (CRM) have become a tool firm commonly use in order to receive this information. CRM is a much discussed topic among researchers, and the researchers argue that it is of major importance to identify CRM activities that generates profitability and successful performance to the firm   Purpose: The purpose of the study is to investigate the impact of customer relationship management (CRM) on product innovation in Scandinavian firms.   Method: The survey generated 61 responses from service and manufacturing firms operating on the Scandinavian market (Sweden, Norway and Denmark). The surveys were accessible through Keysruvey.com in April 2013 and generated a response rate of 14% Conclusion: The major conclusion of this research is that all Hypotheses were supported, which indicates that customer involvement, information sharing and long-term partnership has a positive impact on product innovation.

In this paper, we identify sufficient conditions for Lyapunov Mean Square Stability (LMSS) of a contention-based network of first-order systems, with state-based schedulers. The stability analysis helps us to choose policies for adapting the scheduler threshold to the delay from the network and scheduler. We show that three scheduling laws can result in LMSS: constant-probability laws and additively increasing or decreasing probability laws. Our results counter the notions that increasing probability scheduling laws alone can guarantee stability of the closed-loop system, or that decreasing probability scheduling laws are required to mitigate congestion in the network. / <p>QC 20130116</p>