No / This paper provides a systems-based approach to the exploration of the relationship and integration between Supplier Relationship Management (SRM) factors as part of a Sustainable Operations Management (SOM) agenda. The authors have chosen electronic procurement (e-Procurement) as a suitable context in this light. Through a review of extant literature, a Systems Archetype (SA) model was developed (based on the ‘Accidental Adversaries’ archetype) and findings from a quantitative pilot study exploring key factors pertinent to e-Procurement SRM were gathered, and hence evaluated against SOM factors. The objective of this research was to describe and visualise the causal interrelationships involved in SRM-SOM through the application of a SA (as an Operations Research tool). The authors believe that this research also provides a unique approach to developing and harnessing the useful and unique properties of Systems Thinking (ST), by attempting to reduce and organise the (generally ad hoc and wide-ranging) sequence of subjective perspectives commonly experienced in causal mapping experiments. The paper builds upon the extant literature, and provides further basis for continuing research in the areas of ST, SAs and the application of operational research to plan sustainable operations.

Yes / Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.

Inseridas num cenário altamente competitivo, as organizações primam pelo alcance da vantagem competitiva sustentável (VCS), embora essa última seja, cada vez mais, efêmera. Nesse contexto, surge o customer relationship management (CRM) como estratégia de negócio. Fundamentado no marketing de relacionamento personalizado e na infra-estrutura da tecnologia de informação, o CRM representa uma solução para viabilizar o alcance da VCS. Entretanto, deve-se enfatizar a relevância dos processos organizacionais e das pessoas, visto que eles compõem a empresa que adota a estratégia do CRM. Por outro lado, observa-se que o assunto sobre a gestão do relacionamento com o cliente destaca-se nos ambientes da academia e do mercado. Desse modo, esta pesquisa tem como objeto de estudo a estratégia de CRM, apresentando como objetivo geral a proposta de um modelo para planejar, implementar e acompanhar a estratégia de CRM. Este trabalho caracteriza-se como sendo uma pesquisa exploratória de abordagem qualitativa, utilizando a pesquisa bibliográfica e a pesquisa de campo como procedimentos para o alcance do seu objetivo geral. Nota-se que, inicialmente, a pesquisa bibliográfica aborda os aspectos gerais sobre o CRM e, mais adiante, o enfoque representa os modelos e/ou abordagens da literatura sobre o planejamento, a implementação e o acompanhamento dessa estratégia. A partir da revisão bibliográfica e da pesquisa preliminar de campo, foi desenvolvido o protótipo do modelo final que, em seguida, foi submetido às críticas, sugestões e considerações de especialistas, durante a segunda etapa da pesquisa de campo, conforme o método de pesquisa apresentado. Sendo assim, a consistência e a aplicabilidade do modelo foram constatadas, considerando-se o modelo proposto (um conjunto de etapas seqüenciais) um método para planejar, implementar e acompanhar a estratégia de CRM. Porém, algumas limitações foram observadas e, por último, foram sugeridas algumas atividades futuras, percebendo-se a vanguarda do CRM e a carência do mercado. / Inserted in a very competitive scenery, the organizations excel by achieving the sustainable competitive advantage, although it has been more and more ephemeral. In this context, appears the customer relationship management (CRM) as a business strategy. Based on the personalized relationship marketing and on the information technology infrastructure, the CRM represents a viable solution for achieving the sustainable competitive advantage. It must be emphasized, nevertheless, the relevance of the organizational processes and the people, once they constitute the company that adopts the CRM\'s strategy. On the other hand, it is observed that the matter of managing the relationship with the client, stands out in the academic and market environments. In this way, this research\'s object of study is the CRM\'s strategy, presenting as general objective, the proposition of a model for planning, implementing and following the CRM\'s strategy. This work is characterized as an exploratory research of a qualitative approach, using the bibliographical and field researches as procedures to achieve its general objective. It can be noticed that, at first, the bibliographical research approaches the general aspects about CRM and further on, the focus represents the literature models and/or approaches about the planning, implementation and follow up of this strategy. Based on the bibliographical revision and preliminary field research, it was developed a prototype of the final model that was submitted to specialists\' critiques, suggestions and considerations, during the second phase of the field research, in accordance with the research\'s method presented. This way, the model\'s consistency and applicability were verified, considering the proposed model (a set of sequential phases) a method to plan, implement and follow the CRM\'s strategy. However, some limitations were observed and finally, some future activities were suggested, noticing the CRM\'s vanguard and the market\'s need.

Skribenterna till denna kandidatuppsats har undersökt kundrelationshantering (CRM) på Instagram, ur ett företagsperspektiv. Studien syftar till att identifiera hur Instagrams funktioner påverkar etablerade teorier gällande CRM. Idag förväntas många företag att etablera sig på sociala medier som i sin tur gynnas av genomtänkta strategier av arbete med CRM. Studien genomfördes genom en kvalitativ fallstudie där tre restaurangverksamheter har undersökts. Detta för att bidra till en grundläggande förståelse över hur de tre verksamheterna tillämpar Instagrams funktioner i sitt arbete med CRM. I resultatet presenteras verksamheternas tillämpning av Instagrams funktioner i relation till CRM. Vidare analyserades och kategoriserades Instagrams funktioner efter de kommunikativa teorierna. Därefter ställdes tillämpningen av funktionerna mot de fyra aspekterna av CRM som studien berör. Avslutningsvis formulerades slutsatser kring hur Instagrams funktionalitet påverkar CRM och hur de tre restaurangerna kan förvalta kundrelationer på plattformen. / The authors of this bachelor thesis have examined customer relationship management (CRM) on Instagram, from a business perspective. The study aims to identify how Instagram’s functions affect established theories regarding CRM. Today many businesses are expected to establish themselves on social media, which benefits from thoughtful management of CRM. The study was carried out through a qualitative case study focusing on three restaurants. This is to get a basic understanding of how the three restaurants applies Instagram’s functions in its work with CRM. The results present the activities’ application of Instagram’s functions in relation to CRM. Furthermore, Instagram’s functions were analyzed and categorized according to the communicative theories. Then the application of the functions was set against the four aspects of CRM that the study concerns. Finally, conclusions were formulated on how Instagram’s functionality affects CRM and how the three restaurants can manage customer relations on the platform.

Purpose; this thesis is purposed to investigate Strategic Management Accounting and Control process in supporting Sustainable Integration between Strategic Supplier Relationship Management processes and Strategic Customer Relationship Management processes. Methodology; based on the purpose, the study has conducted a literature review of presenting theories to define Sustainable Integration, Strategic Management Accounting and Control process, Strategic Supplier Relationship Management process, and Strategic Customer Relationship Management process. Furthermore, the study defined how Sustainable Integration can be accomplished, which tools, techniques, and procedures are suited for supporting Sustainable Integration, and how controlling process supports the Sustainable phenomenon between business processes. The reasonable methods of conducting qualitative and exploratory studies have been employed to handle empirical gathering data by interviews with strategic business process managers in industrial Swedish Manufacturing cases. Then the data has been analyzed in a Within-case analysis and Cross-case synthesis following by interpretation and implications. Using the regressive method and advanced method, the study sent the manuscript to interviewees and went back from results to theory to add observed and found out knowledge to the theory. Findings; the study found out that Sustainable Integration is accomplished by supporting and controlling processes of harmonized and continuous flows of information, product, technology, and financial resources through strategic close inter-organizational relationship which are conducted by Strategic Management Accounting and Control process. Sustainable and competitive tools, techniques and procedures are employed to support the Sustainable Integration phenomenon between strategic sub-business processes in case of SSRM and SCRM processes. Various levels of Sustainable Integration regards the extent of harmonization and close long-term relationship are occurred based on openness, innovativeness, trust, commitment and transparency between industrial manufacturing Swedish companies. Developed and reconfigured Strategic Management Accounting and Control process supports Sustainable Integration by the aim of achieving Sustainable Competitive Advantages and Sustainable Sourcing.

Syfte: Syftet med studien är att undersöka och analysera hur företag implementerar CRM i avsikt att identifiera de bakomliggande faktorerna till att företag misslyckas med en CRM implementering. Teorier: CRM som process, Implementeringsstrategier, Implementeringsmodell Metod: Kvalitativ studie som består av fyra semi-strukturerade intervjuer med olika företag. Empiri: Består av fyra intervjuer med CRM-ansvariga från respektive företag Slutsats: Om företaget förstår och tar hänsyn till alla faser i CRM implementering, och generellt anser att alla faser är lika viktiga då alla delar går ihop, leder detta till en lyckad CRM implementering. De bakomliggande faktorerna till ett misslyckat CRM-implementering är i stort sett att företagen anser att en fas är viktigare än en annan fas, vilket leder till att företaget ned prioriterar andra faser som är väsentliga vid en implementering av CRM. / Purpose: The aim of this study is to examine and analyse how companies implement CRM in order to identify the underlying factors that companies fail a CRM implementation. Theories: CRM process, Implementation Strategies, Implementation Model Method: A qualitative study consisting of four semi-structured interviews with different companies. Data: Consists of four interviews with CRM managers from each company Conclusion: If the company understands and takes into account all stages of CRM implementation, and generally believe that all phases are equally important when all the parts come together, this leads to a successful CRM implementation. The underlying factors for a failed CRM implementation is basically that firms believe that a phase is more important than another phase, leading to the company down prioritize other phases that are essential when implementing CRM.

Abstract In recent years enterprise along with internationalize footfall more and more accelerate, result in not only product's internationalization competition, draw stretch manpower's internationalization flow too ¡CManpower gradually receive each industrial recognition in the last few years, introjections more resource in personnel's selection, appraisal, reward, development too¡CEnterprise is along with industry's internationalization, liberalization and under global competitor's entry, how to detain a man of talent and grant full development, have already formed important job at high-tech industry especially ¡CAs enterprise gradually know with think well of CRM's importance , emphasize on consumer's satisfaction, make a point of ministrant quality, but we discover enterprise personnel's working attitude is affection customer degree of satisfaction's important factor one of the too ¡CJust think, the person of dissatisfied its job will such emotion brings to enclose person too, include our precious consumer internal. In recent years by Deloitte & Touche LLP consultant company brings up "Employee Relationship Management " (ERM) theory¡CShould theory emphasizes on pass personnel achievement's best melt administration to drive enterprise collectivity management aim's really do to enterprise, from strategy, operation, performance and reward management and study and develop wait for four levels overall expound how to maximum's take advantage of enterprise the preciousness human resource, as really do industrial development aim, that is stockholder value's promotion ¡CSo the objective of this research want by means of by science and technology tool's import, inquire into enterprise inside e-Service degree of satisfaction's promotion and personnel's development and reward for relative affection analysis ¡CAs provide enterprise develop inside e-Service system. This research will as Kaohsiung Nan Zi export processing zone semiconductor encapsulation and testing factory's personnel as research investigation object, try establish a research framework, contain relative enterprise e-Service's enginery with personnel degree of satisfaction's relation, and further affection personnel relation regulatory benefit. The results show that there are positive correlations between e-Service and internal service quality, internal service quality and employee satisfaction, employee satisfaction and employee loyalty. According to the results, there are some suggestions to Nan Zi export processing zone semiconductor encapsulation and testing factory, suggestion can promote enterprise inside e-Service quality of service, construct e-Service is ministrant project, strengthen e-Service serve professional's training, build an adequate reward system to improve employee satisfaction and loyalty, and further create enterprise with personnel pair of win result.

Inseridas num cenário altamente competitivo, as organizações primam pelo alcance da vantagem competitiva sustentável (VCS), embora essa última seja, cada vez mais, efêmera. Nesse contexto, surge o customer relationship management (CRM) como estratégia de negócio. Fundamentado no marketing de relacionamento personalizado e na infra-estrutura da tecnologia de informação, o CRM representa uma solução para viabilizar o alcance da VCS. Entretanto, deve-se enfatizar a relevância dos processos organizacionais e das pessoas, visto que eles compõem a empresa que adota a estratégia do CRM. Por outro lado, observa-se que o assunto sobre a gestão do relacionamento com o cliente destaca-se nos ambientes da academia e do mercado. Desse modo, esta pesquisa tem como objeto de estudo a estratégia de CRM, apresentando como objetivo geral a proposta de um modelo para planejar, implementar e acompanhar a estratégia de CRM. Este trabalho caracteriza-se como sendo uma pesquisa exploratória de abordagem qualitativa, utilizando a pesquisa bibliográfica e a pesquisa de campo como procedimentos para o alcance do seu objetivo geral. Nota-se que, inicialmente, a pesquisa bibliográfica aborda os aspectos gerais sobre o CRM e, mais adiante, o enfoque representa os modelos e/ou abordagens da literatura sobre o planejamento, a implementação e o acompanhamento dessa estratégia. A partir da revisão bibliográfica e da pesquisa preliminar de campo, foi desenvolvido o protótipo do modelo final que, em seguida, foi submetido às críticas, sugestões e considerações de especialistas, durante a segunda etapa da pesquisa de campo, conforme o método de pesquisa apresentado. Sendo assim, a consistência e a aplicabilidade do modelo foram constatadas, considerando-se o modelo proposto (um conjunto de etapas seqüenciais) um método para planejar, implementar e acompanhar a estratégia de CRM. Porém, algumas limitações foram observadas e, por último, foram sugeridas algumas atividades futuras, percebendo-se a vanguarda do CRM e a carência do mercado. / Inserted in a very competitive scenery, the organizations excel by achieving the sustainable competitive advantage, although it has been more and more ephemeral. In this context, appears the customer relationship management (CRM) as a business strategy. Based on the personalized relationship marketing and on the information technology infrastructure, the CRM represents a viable solution for achieving the sustainable competitive advantage. It must be emphasized, nevertheless, the relevance of the organizational processes and the people, once they constitute the company that adopts the CRM\'s strategy. On the other hand, it is observed that the matter of managing the relationship with the client, stands out in the academic and market environments. In this way, this research\'s object of study is the CRM\'s strategy, presenting as general objective, the proposition of a model for planning, implementing and following the CRM\'s strategy. This work is characterized as an exploratory research of a qualitative approach, using the bibliographical and field researches as procedures to achieve its general objective. It can be noticed that, at first, the bibliographical research approaches the general aspects about CRM and further on, the focus represents the literature models and/or approaches about the planning, implementation and follow up of this strategy. Based on the bibliographical revision and preliminary field research, it was developed a prototype of the final model that was submitted to specialists\' critiques, suggestions and considerations, during the second phase of the field research, in accordance with the research\'s method presented. This way, the model\'s consistency and applicability were verified, considering the proposed model (a set of sequential phases) a method to plan, implement and follow the CRM\'s strategy. However, some limitations were observed and finally, some future activities were suggested, noticing the CRM\'s vanguard and the market\'s need.

Företag befinner sig i en konkurrenskraftig värld och för att lyckas överleva måste de ta hand om sina befintliga kunder såväl som attrahera nya. Med hjälp av dagens teknologi, har företag möjlighet att lagra information om sina kunder och kan därför få en ökad förståelse för kunders beteende och önskemål. CRM-system (Customer Relationship Management-system) är ett hjälpmedel i detta arbete och har därför blivit en prioriterad investering för företag då kunder betraktas som dess viktigaste tillgång. CRM-system är en kostsam investering, samtidigt som chansen för att misslyckas vid implementering är stor. Därför är det av stor vikt för företag att efter implementeringen kunna hantera, använda och ha förståelse för CRMsystemets olika funktioner för att lyckas stärka kundrelationer och erhålla tänkta fördelar som systemet syftar till. Studien tillämpar kvalitativa undersökningstekniker där ett fallföretag har undersökts genom intervjuer. Syftet med studien är att undersöka användningen av ett CRM-system för att komma fram till hur denna stödjer organisationen och dess kundrelationer. Utifrån litteraturstudien identifieras funktioner och användningsområden i ett CRM-system, vilket skapar underlag för den empiriska undersökningen. Studiens slutsats innehåller rekommendationer kring användning av CRM-system för att stödja kundrelationer. Rekommendationerna riktas till företag som använder CRM-system eller befinner sig i processen om att införa ett sådant. / Companies are in a competitive world and to manage to survive, they must take care of their existing customers as well as attract new ones. With the help of today's technology, companies have the ability to store information about their customers and can therefore have a greater understanding of customer behavior and preferences. CRM (Customer Relationship Management) system is an aid in this work and has therefore become a priority investment for companies as customers regarded as their most important asset. CRM-systems are a costly investment, while the chance of failure in the implementation is large. Therefore it is of great importance for companies to handle, use, and have an understanding of the CRM-system's various functions to manage to strengthen customer relationships and obtain prospective benefits that the system is aimed at. The study applies qualitative survey techniques where a company has been investigated through interviews. The purpose of this study is to investigate the use of a CRM-system to find out how this supports the organization and its customer relationships. Based on the literature review we identified features of a CRM system, which creates a basis for the empirical study. The study's conclusion contains recommendations about the use of CRMsystems to support customer relationships. The recommendations are addressed to companies using CRM-systems or to companies that are in the process of introducing such a system.

Social media has increased the possibilities for consumers to gather and share consumption related experiences with other consumers through electronic word-of-mouth (eWOM). eWOM affects the relationship between customer and business, and therefore also affects customer relationship management (CRM). Therefore, the research question of this study is: “How does electronic word-of-mouth (eWOM) affect customer relationship management (CRM) at an organization in the creative industry?”. The purpose of this study is to, for an organization in the creative industry, investigate the effects of eWOM on CRM. Theories are used to define and discuss the concepts eWOM and CRM, and a model in which the concepts are linked together is generated. A case study design focused on one organization has been used for the study; data was collected through semi-structured interviews and from the organizations social media accounts. The results of this study show that eWOM affects CRM in numerous ways. Organizations can benefit from eWOM by using the customer information that eWOM generates, as well as use eWOM to spread organizational and customer generated information. In addition to this, organizations can gain from considering negative eWOM when interacting with and responding to customers on social media. / Sociala medier har utvecklat individers och organisationers kommunikationsmöjligheter. Detta har utökat konsumenters möjligheter att samla opartisk produktinformation från andra konsumenter, samt gett dem möjlighet att själva förse andra konsumenter med konsumtionsrelaterade erfarenheter och åsikter genom electronic word-of-mouth (eWOM). eWOM påverkar relationen mellan kund och företag, och innebär därmed påverkan på customer relationship management (CRM). Vid genomgång av tidigare studier återfanns inga artiklar som undersöker eWOM i relation till CRM. Samtidigt är kulturbranschen i större utsträckning, jämfört med andra socioekonomiska aktiviteter, beroende av word-of-mouth. Utifrån detta utgår undersökningen från frågeställningen ”Hur påverkar electronic word-of-mouth (eWOM) customer relationship management (CRM) hos organisationer inom kulturbranschen?”. Undersökningens syfte är att undersöka vilka effekter eWOM har på CRM hos organisationer inom kulturbranschen. Syftet är vidare att utveckla en djupare förståelse för kopplingen mellan dessa begrepp. Den teoretiska referensramen definierar och diskuterar begreppen eWOM och CRM, samt beskriver tidigare forskning om begreppen. Detta leder fram till en analysmodell där dessa begrepp kopplas samman, samt en diskussion och förklaring av denna sammankoppling. Undersökningen utgår från en fallstudiedesign, eftersom syftet är att utveckla en djupare förståelse för hur eWOM påverkar CRM. Undersökningen har studerat en organisation inom kulturbranschen; data har samlats in från organisationens olika sociala medier, och semistrukturerade intervjuer med anställda inom organisationen har ägt rum. De resultat som framkommit ur undersökningen visar att eWOM påverkar CRM på flera sätt. Organisationer kan dra nytta av eWOM genom att nyttja den kundinformation som uppkommer i och med eWOM, genom att använda eWOM för att sprida organisations- och konsumentgenererad information, samt genom att använda eWOM till att förstärka affective commitment. Dessutom kan organisationer behöva ha negativ eWOM i åtanke vid bemötande av kunder samt även vara närvarande vid diskussioner på sociala medier för att påverka hur kunders eWOM utvecklas.