In the face of internationalization and globalization, companies are adopting flexible and temporary hiring methods in dispatching to save their long-term costs and eventually increase their competitive strength. The method of dispatching has become a major trend in the field of human resource. This research exerts the methodology of case study and focuses on the companies which have adopted dispatching methods in their company or the agencies offering dispatching services. By in-depth interviews, we can understand the practices during dispatching process as well as supplier and customer relationship management. We will also identify the benefits for both parties when they fortify the exchange relationship. The following are our findings: 1.User enterprises can manage the relationship with suppliers and try to retain valuable ones, deepening the value and fortifying the effectiveness between both parties during dispatching process. 2.Dispatched agencies can consolidate the customer relationship by providing customized services and diversified products to user enterprises through customer relationship management. 3.In dispatching process, supplier and customer relationship management plays an important role in reinforcing the relationship between buyers and sellers and also strengthening the exchange relationship.

The purpose of this bachelor thesis is to examine the different ways thatFamiljehemscentrum use to increase the number of families that show interest in takingcare of foster children. This thesis will examine which families are targeted by Familjehemscentrums present communication, which families they should target in thefuture and also the best way to do that. In order to answer these questions a number of interviews were conducted. The first interview was a group interview with three social workers that all work at Familjehemscentrum. Three more individual interviews were conducted with representatives from foster families to investigate how they were recruitedand what they think about being a foster family. The study is based upon relationship management and different communication models identified in the Excellence-study. The results of the interviews showed that Familjehemscentrums communication is directed at heterosexual, non-religious, Swedish born families that live outside of the city. If they widen their target group to include homosexual, religious and non-Swedish born families they would have more families to pick from when deciding who should take care of a foster child. The social workers explained that they would like to see more young families become foster families. The conclusion of this thesis is that Familjehemscentrum can target these young families, along with other types of families, by using social media in a greater extent and also by using the present foster families as a type of ambassadors.

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Abstract This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM. The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews, observations and personal experiences gained within those companies form the main sources of data. The main theoretical contributions of the present study to existing academic literature are as follows. First, the study proposes the conceptualization of the focal phenomenon of the study, mCRM, and further elicits the salient characteristics of it. Second, following the conceptualization, the study focuses on communication as the core of the interaction between the company and the customer via the mobile medium. Accordingly, the study sheds light on the key elements of the communication process within mCRM and its various phases. Third, the study founds a theoretical framework for mCRM; identifying the customer relationship management, mobile commerce and communication literature streams that define mCRM theoretically. Fourth, the study elaborates on the specific role of the mobile medium as a channel within CRM and highlights the ways in which it differs from all other channels within the multichannel CRM environment. Although mCRM communication has an inherent potential to benefit both company and customer, it has been utilized quite cautiously to date. This is rather surprising given that, compared to other channels, the mobile medium has an exceptional ability to reach people. In addition, greater utilization of the mobile medium could save time and money. This is because many face-to-face encounters could easily be replaced by communication through the mobile medium. The study offers guidelines on aspects ranging from the initiation of mCRM to actual communication through mCRM. Hopefully, the findings of this study will encourage managers, regardless of industry, to consider whether their company could provide added-value of any kind through the use of the mobile medium to benefit their customer relationships.

Bakgrund: Customer Relationship Management (CRM) framkom under 1970-talet och översätts på svenska till kundrelationshantering och är en kategori av integrerade, datadrivnaprogramvarulösningar som förbättrar interaktionen och affärer med kunder. CRM-system bidrar till att hantera och upprätthålla kundrelationer. För att ett CRM-system ska fungera effektivt och bidratill en ökad lönsamhet, hitta fler relevanta kunder och behålla befintliga kunder är det vanligt att använda sig av intern försäljningskontroll. Det används för att säkerställa att de anställda gör rättsaker vid rätt tidpunkt, och syftar till att förbättra prestationen och välfärd hos säljarna. Internförsäljningskontroll ingår under system för ekonomistyrning av försäljning, även benämnt salesmanagement control systems (SMCS). Intern försäljningskontroll är utformat för att anpassa säljarens aktiviteter och handlingar till de organisatoriska målen och används som ett styrningsverktyg. Syfte: Studiens syfte är att bidra med ökad förståelse och kunskap för vilka effekter användandet avCRM har på intern försäljningskontroll (SMCS). Frågeställningarna som leder diskussionen är: 1. Hur används ett CRM-system för att effektivisera arbetet med intern försäljningskontroll? 2. Vilka effekter har CRM på ett företags interna försäljningskontroll, lönsamhet, långvarigakundrelationer och dess möjlighet till att hitta nya värdeskapande kunder? Metod: Studien har tillämpat en kvalitativ metod och forskar ur ett konstruktivistisktforskningsperspektiv. Studiens filosofiska grundantagande utgår från interpretivismen. Studiensforskningsansats består av en abduktiv ansats. Studiens design är byggd på en flerfallstudie. En flerfallstudie har realiserats med hjälp av semi-strukturerade intervjuer. Studiens har använt sig av en tvåstegsurval, bekvämlighetsurval och snöbollsurval. Sedermera redogör metoden för hur data gått till väga och hur den har analyserats. Kapitlet avslutar med hur studiens gått till väga med trovärdighet och etik. Slutsats: Studien har kunnat visa att användningen av CRM-system kan stödja arbetet med internförsäljningskontroll på olika sätt. CRM underlättar arbetet för att mäta prestation och kontrollera aktiviteter och fungerar som ett verktyg för prestationsuppföljning med en stark koppling till internförsäljningskontroll. Det motiveras med att försäljarnas prestationer tydligt övervakas av ledningenmed hjälp av statistik som automatiskt förs in i CRM-systemet. / Background: Customer Relationship Management (CRM) emerged in the 1970s and is translated into Swedish as customer relationship management and is a category of integrated, data-drivensoftware solutions that improve interaction and business with customers. CRM systems help manageand maintain customer relationships. For a CRM system to work efficiently and contribute toincreased profitability, find more relevant customers and retain existing customers, it is common touse sales controls. It is used to ensure that employees do the right things at the right time and aims toimprove the performance and well-being of salespeople. Internal sales control is included undersystems for financial management of sales, also called sales management control systems (SMCS).Internal sales control is designed to adapt the seller's activities and actions to the organizational goalsand is used as a management tool. Purpose: The aim of the study is to contribute with increased understanding and knowledge of theeffects of the use of CRM on internal sales control (SMCS). The issues that lead the discussion are: 1. How is a CRM system used to streamline the work of internal sales control? 2. What effects does CRM have on a company's internal sales control, profitability, long-termcustomer relationships and its ability to find new value-creating customers? Methodology: The study has applied a qualitative method and research from a constructivist researchperspective. The study's philosophical basic assumption is based on interpretivism. The study'sresearch approach consists of an abductive approach. The study's design is based on a multiple casestudy. A multiple-case study was conducted using semi-structured interviews. The study has used atwo-step selection, convenience selection and snowball selection. Later, the method describes howthe data was processed and how it was analyzed. The chapter concludes with how the study proceededwith credibility and ethics. Conclusion: The study has been able to show that the use of CRM systems can support the work withinternal sales control in various ways. CRM facilitates the work of measuring performance andcontrolling activities and acts as a tool for performance monitoring with a strong connection tointernal sales control. This is justified by the fact that sales performance is clearly monitored bymanagement with the help of statistics that are automatically entered into the CRM system.

This research project evaluates the dynamics of stakeholder interaction, the development and change of culture and its effects on strategic drift within Skynet, a South African courier company under investigation. The problem statement is: An evaluation of value creation in a South African managed courier company and the objectives are: To evaluate the dynamics of stakeholder interaction and its affects on value creation activities. To investigate how the development and change of culture and how it affects value creation. To determine the extent and effect of strategic drift and how this affects the value creation activities of the company.

Aldrig tidigare har företag haft lika goda möjligheter till kommunikation gentemot sin kundbas som idag, vilket är ett resultat av internets tillväxt och skapandet av sociala medier. Facebook som är det största sociala mediet sett till antal användare har en styrka i att ge både företag och privatpersoner breda användarmöjligheter. Med hjälp av sociala medier kan företag gratis skapa ett konto och börja marknadsföra sig själva samt skapa och underhålla kundrelationer på en plattform som många privatpersoner dagligen använder. Det finns många studier som visar på stora positiva möjligheter för företag av alla storlekar vid användande av sociala medier för att skapa och underhålla kundrelationer. Den här studien behöver därmed inte fokusera på faktumet om företag borde utnyttja Facebook för byggandet och förstärkandet av sina kundrelationer, utan snarare hur detta kan göras inom området små detaljhandelsföretag. Syftet för studien att är att kunna beskriva hur företag inom detaljhandel kan använda sig av sociala medier för att skapa och underhålla kundrelationer. Frågeställningen vi valt att besvara är: Hur kan detaljhandelsföretag skapa och underhålla kundrelationer genom Facebook? Vi har använt oss av ett abduktivt förhållningssätt baserat på en hermeneutisk ståndpunkt. För att samla in information om hur detaljhandelsföretag använder sig av Facebook för att skapa och underhålla kundrelationer har vi genomfört semistrukturerade intervjuer med tre företag utvalda genom bekvämlighetsurval. Studien kom fram till att engagemang och undansatt tid för sociala medier är sällsynt för små företag inom detaljhandeln. Istället är det en redan existerande position som har Facebooksidan som ansvar vid sidan av sina huvudsysslor. Vi kom fram till att de fyra delarna engagemang, tid, strategi/målsättning och interaktion med kund lägger grunden för en framgångsrik kundrelationshantering via Facebook. Inom framtida forskning rekommenderar vi ett fokus på redan framgångsrika små detaljhandelsföretag och undersöka vad denna framgång beror på genom att titta på strategier och mätmetoder som dessa företag använder och hur dessa kombinerar engagemang, tid och interaktionsproblematiken som existerar idag.

Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer relationship management was designed to guide the study. Specifically, this study examines the customer relationship marketing strategies of banks in a developing country like Ghana using Intercontinental bank as a case study. The study employed quantitative research techniques. Semi-structured questionnaire was designed for the study. The findings show that the bank is doing well by maintaining the relationship it initiates with its clients but must work on improving the number of contact time with them as e-CRM provides them with the opportunity to do so. However, a significant finding from the study is the realization that majority of respondents were willing to recommend the bank to others an indication that they were happy with the level of service at the bank. Although significant portion of those who considered the possibility of leaving indicated that they will do so because of delayed transactions. It is in the light of this that the research is said to play a significant role in the banking sector and for the nation as a whole. / P.O.Box 3077, Kaneshie, Accra Ghana. 0233 244184980/0233 271015288

The literature identifies perceptions of data quality as a key factor influencing a wide range of attitudes and behaviors related to data in organizational settings (e.g. decision confidence). In particular, there is an overwhelming consensus that effective customer relationship management, CRM, depends on the quality of customer data. Data warehouses, if properly implemented, enable data integration which is a key attribute of data quality. The literature highlights the relevance of formulating problem statements because this will determine the course of action. CRM managers formulate problem statements through a cognitive process known as enactment. The literature on data quality is very fragmented. It posits that this construct is of a high order nature (it is dimensional), it is contextual and situational, and it is closely linked to a utilitarian value. This study addresses all these disperse views of the nature of data quality from a holistic perspective. Social cognitive theory, SCT, is the backbone for studying data quality in terms of information search behavior and enhancements in formulating problem statements. The main objective of this study is to explore the nature of a data warehouse's customer relationship data quality in situations where there is a need for understanding a customer relationship problem. The research question is What are the inner and inter construct associations of the quality of data warehouse customer relationship data for problem enactment? To reach this objective, a positivistic approach was adopted complemented with qualitative interventions along the research process. Observations were gathered with a survey. Scales were adjusted using a construct-based approach. Research findings confirm that data quality is a high order construct with a contextual dimension and a situational dimension. Problem sense making enhancements is a dependent variable of data quality in a confirmed positive association between both constructs. Problem sense making enhancements is also a high order construct with a mastering experience dimension and a self-efficacy dimension. Behavioral patterns for information search mode (scanning mode orientation vs. focus mode orientation) and for information search heuristic (template heuristic orientation vs. trial-and-error heuristic orientation) have been identified. Focus is the predominant information search mode orientation and template is the predominant information search heuristic orientation. Overall, the research findings support the associations advocated by SCT. The self-efficacy dimension in problem sense making enhancements is a discriminant for information search mode orientation (focus mode orientation vs. scanning mode orientation). The contextual dimension in data quality (i.e. data task utility) is a discriminant for information search heuristic (template heuristic orientation vs. trial-and-error heuristic orientation). A data quality cognitive metamodel and a data quality for problem enactment model are suggested for research in the areas of data quality, information search behavior, and cognitive enhancements.

This research project evaluates the dynamics of stakeholder interaction, the development and change of culture and its effects on strategic drift within Skynet, a South African courier company under investigation. The problem statement is: An evaluation of value creation in a South African managed courier company and the objectives are: To evaluate the dynamics of stakeholder interaction and its affects on value creation activities. To investigate how the development and change of culture and how it affects value creation. To determine the extent and effect of strategic drift and how this affects the value creation activities of the company.