This diploma thesis deals with market analysis of Social Customer Relationship Manage-ment tools in companies, introduction to this issue and explanation of the terms that are related to the Social Customer Relationship Management. The aim of this work is to introduce the reader with the general issues of CRM with emphasis on SCRM, to explain how can the SCRM tools be used in companies, to perform a survey on awareness of SCRM in companies and especially to analyze the market of these tools and to determine the suitable products for a midsized company according to established criteria. The document is divided into a theoretical part, which focuses on the concepts of CRM and SCRM, explains their differences and clarifies the social element. The practical part of the work is divided into a survey designed to determine the awareness of Czech companies about CRM and SCRM, and whether they use the social media in business. The last part is the market analysis of tools which evaluates them according to the established criteria for midsized businesses. Evaluated tools were selected according to the Social CRM Magic Quadrant by the Gartner company.

Abstract Title:             Banks’ Counteractions against Customers’ Online Criticism Date:             June 5, 2012 Institution:   School of sustainable development of society and technology, Mälardalen University Level:           Bachelor thesis in business administration, 15 ECTS Authors:       Sara Pierre and Johanna Russo                Tutor:           Carl G. Thunman Keywords:   Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOM Purpose:       The purpose of this thesis is to describe and analyze how, where and why customers criticize the banking sector through online platforms, how the banks choose to defend themselves and counter this criticism, and to what extent these complaints may proliferate if not dealt with. The thesis will result in recommendations and suggestions for complaint management. Method:       In order for the thesis to capture the entire environment of online complaints, it has been conducted both from the banks’ and the customers’ perspective. Gathered information and cases as well as two interviews have been used for fulfilling the purpose of the thesis. Once studied, these sources have been analyzed and finally, conclusions and recommendations have been made based on the analysis. Conclusions:   Customer electronic word-of-mouth is publicly displayed on the most commonly used social platforms. In order to avoid unnecessary proliferation of customer complaints, companies ought to implement social customer relationship management strategies aimed towards fulfilling customer needs as well as company objectives. Complaints spread through social media can easily spiral out of hand as a result of the enormous amount of worldwide Internet users that can access the information, and for this reason, banks need to counter these complaints before they become unmanageable.

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.

A gestão de riscos em cadeias de suprimentos (Supply Chain Risk Management - SCRM) tem um importante valor para o funcionamento adequado das operações que ocorrem dentro das companhias pertencentes à cadeia. Cada vez mais gestores têm percebido que conhecer os potenciais eventos que podem atrapalhar o desenvolvimento do negócio, bem como construir e aplicar planos estratégicos para controlá-los, evitá-los ou extingui-los é fundamental para o sucesso de toda organização. Por isso, a SCRM é um assunto em desenvolvimento nos meios acadêmicos que demanda estudos em todas as esferas e vieses possíveis. Ao mesmo tempo, a gestão de indústrias de alimentos, na maioria das vezes, está focada em perceber e controlar riscos à saúde e a segurança dos alimentos, fator inquestionavelmente importante. Nesse contexto, esta dissertação foge do convencional e propõe a análise de riscos em uma indústria de alimentos baseada no fornecimento de materiais de uso indireto na produção e não em riscos que venham a ocorrer no alimento produzido em si. Assim sendo, pretendeu-se contribuir com uma visão de gestão de fornecimento auxiliando na produção de conhecimento para futuras pesquisas na área, que até o presente momento mostram-se em desenvolvimento, e, na construção de material base para que a gestão de empresas deste segmento consigam elaborar ações de controle de riscos e implementá-las. Para isto, realizou-se um levantamento de publicações sobre o assunto que permitiu e embasou a análise de três categorias de materiais de uso indireto, sendo eles materiais para manutenção, reparo e operação (MRO), materiais considerados insumos para o processo produtivo e materiais utilizados na geração de energia para a operação. Para cada uma destas categorias aplicou-se as quatro etapas previstas do SCRM, ou seja, identificação, análise, mitigação e controle dos riscos encontrados, apresentando discussões com base na realidade da indústria processadora de suco de laranja, gerando ao final, perfis de riscos e modos de controles e mitigação. / The Supply Chain Risk Management - SCRM - has an important value for the proper functioning of the operations that occur within the companies belonging to the chain. Increasingly more managers have realized that knowing the potential events that can disrupt business development as well as building and implementing strategic plans to control them, avoid them or extinguish them is critical to the entire organization\'s business. So, SCRM is a subject in development in the academic circles that demands studies in all possible spheres and biases. At the same time, the management of food industries is often focused on perceiving and controlling risks to food safety and health, an unquestionably important factor. In this context, this dissertation runs against the conventional approach and proposes risk analysis in a food industry based on the supply of indirect use materials in production and not on risks that occur in the food produced itself. Therefore, it was intended to contribute with a vision of supply management, helping in the knowledge production for future research in this area, which until the present moment is being developed, and in the construction of base material to be used by the management area of companies that will make them able to carry out risk control actions and implement them. For this, a survey of publications on the subject was carried out that allowed and supported the analysis of three categories of materials for indirect use, materials for maintenance, repair and operation (MRO), materials considered inputs for the production process and materials used for the generation of energy for the operation. For each one of these categories, the four planned stages of SCRM were applied, that is identification, analysis, mitigation and control of the risks encountered, presenting discussions based on the reality of the orange juice processing industry, generating in the end, risk profiles and modes of controls and mitigation.

Titel: SCRM-processen i byggkeramikbranschen: innan och under COVID-19 och framåt Författare: Alison Karlsson & Ellen Wiss Gullberg Examinator: Peter Berling Handledare: Helena Forslund Bakgrund: Byggkeramikbranschen har visat sig vara en ostuderad bransch med flera litteraturgap, bland annat i relation till SCRM-processen och till COVID-19 pandemin. Syfte: Att genomföra en fallstudie av hur försörjningskedjor i byggkeramikbranschen har arbetat med SCRM-processen innan och under COVID-19 pandemin, samt att skapa en SCRM-process som är specificerad för byggkeramikbranschen. Frågeställningar: Hur har arbetet med SCRM-processen sett ut i återförsäljarens försörjningskedjor innan och under COVID-19 pandemin? Hur skulle en SCRM-process specificerad för byggkeramikbranschen se ut? Genomförande: Genom intervjuer med respondenter från flera aktörer i återförsäljarens försörjningskedjor samlades empiri så att arbetet med SCRM-processen innan och under COVID-19 pandemin kunde kartläggas. Empiri samlades även in från en branschexpert och från försörjningskedjornas aktörer till den andra frågeställningen. Därefter gjordes förslag till en sårbarhetskarta, en riskbedömningsmatris och en riskhanteringsmatris för byggkeramikbranschen, som slutligen sammanfattades till en SCRM-process specificerad för byggkeramikbranschen. Slutsats: Arbetet med SCRM-processen innan COVID-19 tycks inte ha skett i återförsäljarens försörjningskedjor, men alla studerade aktörer har använt sig av SCRM-processen i olika mån under COVID-19, varav återförsäljaren har arbetat mest och leverantörerna arbetat minst med SCRM-processen. En SCRM-process specificerad för byggkeramikbranschen har skapats och har sammanfattats både i text och i figur, där specifika verktyg och branschspecifika aspekter har rekommenderats. Nyckelord: SCRM-process, byggkeramikbranschen, byggkeramik, COVID-19. / Title: The SCRM process in the ceramic tiles business: before and during COVID-19 and forward Researchers: Alison Karlsson & Ellen Wiss Gullberg Examinator: Peter Berling Supervisor: Helena Forslund Background: The ceramic tiles business has turned out to be an unstudied business with many literature gaps, among others in relation to the SCRM process and to the COVID-19 pandemic. Purpose: To do a case study of how supply chains in the ceramic tiles business have worked with the SCRM process before and during the COVID-19 pandemic, and to create a SCRM process that is specified for the ceramic tiles business. Research questions: How has the work with the SCRM process looked like in the reseller’s supply chains before and during the COVID-19 pandemic? What could a SCRM process specified for the ceramic tiles business look like? Method: Through interviews with respondents from many of the actors in the reseller’s supply chains, empirical data was collected so that the work with the SCRM process before and during the COVID-19 pandemic could be mapped. Empirical data was also collected from a business expert and from the supply chain actors to the second research question. Thereafter a suggestion for a supply chain vulnerability map, a risk assessment matrix and a risk handling matrix for the ceramic tiles business was created, which was finally summarized to a SCRM process specified for the ceramic tiles business. Conclusion: The work with the SCRM process before COVID-19 seems to have not existed in the reseller’s supply chains, but all of the actors of the supply chains that were studied have used the SCRM process in different degrees during COVID-19, where the reseller has worked the most and the suppliers have worked the least with the SCRM process. A SCRM process specified for the ceramic tiles business has been created and has been summarized both in text and in figure, where specific tools and business specific aspects have been recommended. Keywords: SCRM process, ceramic tiles business, ceramic tiles, COVID-19.

Denna studie har undersökt hur digitaliseringen påverkar kundretention i dagligvaruhandeln vilket är ett intressant och aktuellt ämne. I dagens samhälle där det råder mycket osäkerhet kring världsekonomin vilket markant påverkar konsumenters privatekonomi och livsmedelsindustrin, har det varit intressant att undersöka konsumenters köpbeteende och reaktioner till ekonomikrisen. På grund av hur dagligvaruhandeln ser ut har det varit relevant att undersöka hur konsumenter svarar på företags tillämpning av digitala verktyg för att optimera kundretention.  För att besvara undersökningens syfte utfördes en empirisk studie. En litteraturstudie har utförts för att undersöka det studerande fenomenet samt vad tidigare forskning har resulterat i. Efter litteraturstudien tillämpades en enkätundersökning som vidare sammanställdes för att analyseras i statistikprogrammet IBM SPSS. I SPSS skapades bivariata analyser i form av korstabellsanalys, korrelationsanalys och regressionsanalys för att skapa och identifiera korrelationer och samband mellan de undersökta variablerna.  Studiens resultat visar att kombinationen av pris, geografiskt läge samt erbjudanden och rabatter är betydande faktorer för kundretention. Studien visar även att digitaliseringen har en betydande effekt på kundretention. Teknologins ständiga utveckling bidrar till implementering av nya verktyg som effektiviserar hanteringen av kunddata för att stärka kundrelationer och öka kundretention. / This thesis has studied how digitization affects customer retention in the grocery trade, which is an interesting and relevant topic. In today's society, where there is much uncertainty surrounding the world economy, which significantly affects consumers' private finances and the food industry, has it been interesting to examine consumers' buying behavior and reactions to the economic crisis. Due to the circumstances in the grocery trade, has it been relevant to study how consumers respond to companies' application of digital tools to optimize customer retention. In order to answer the purpose of the survey, an empirical study was carried out. A literature study has been carried out to investigate the studied phenomenon and what previous research has resulted in. After the literature study, a questionnaire survey was applied which was further set to be analyzed in the statistical program IBM SPSS. In SPSS, bivariate analyzes were created in the form of cross-tabulation analysis, correlation analysis and regression analysis to create and identify correlations and connections between the studied variables. The results of the study show that the combination of price, location, offers and discounts are significant factors for customer retention. The study also shows that digitization has a significant effect on customer retention. The constant development of technology contributes to the implementation of new tools that streamline the handling of customer data to strengthen customer relationships and increase customer retention.

Background: Globalization has resulted in a more interconnected world than ever before. Global supply chains are a phenomenon which has led corporations to rely on a network of suppliers in various parts of the world. Such global reliance brings benefits but also exposes organizations to an elevated level of risks. The covid 19 pandemic boosted the digital transformation in societies which put a lot of stress on the already strained semiconductor supply chain. Markets are currently facing supply shortages of semiconductors which leads to adverse impacts on company's operations. Purpose: The purpose is to develop the knowledge and develop patterns and trends regarding how Swedish companies handle disruptions stemming from the semiconductor crisis. Method: By engaging in a comprehensive analysis and gathering of previous literature in the field it will provide a theoretical ground for the research. Thereafter, an empirical data collection in the form of interviews with representatives from the industries in question, has been conducted to provide insights and knowledge regarding the issue. The interview data has then been synthesized and analysed to spot patterns. Conclusion: The results show that the issue is complex, companies may have different abilities and possibilities to impact the situation. Although closer communication with the supply chain,Isac Pihl, Jonathan Lind & Simon Henkow Ulf Linnman2022-05-19shortage”, “SCRM process”, “Crisis management”.Date:Key terms: “Supply chain risk management”, “Global supply chains”, “Semiconductor2engaging in supplier development, stockpiling inventory, utilizing the open market to acquire semiconductors (SPOT market), and quickly adapt to the changing conditions can be concluded to be the most common patterns spotted

När Covid-19 pandemin drabbade samhället skedde det en omställning såväl nationellt som internationellt. Vardagen som alla varit vana vid var inte längre densamma, men, även världshandeln blev påverkad. Oförutsedda händelser som detta sker när man minst anar det och man kan inte förutse vad konsekvenserna av dem kommer bli. Detta märktes tydligt under bland annat Covid-19 pandemin. Något som påverkades mycket under 2020–2022 var transporterna, speciellt för sjöfrakten. Studiens syfte är att undersöka de delar i processen av inleveranser som är mest känsliga för störningar samt hur företag kan bli bättre förberedda i framtiden så att de sparar in på såväl tid som kostnader. För att upprätta rapporten genomfördes en fallstudie med hjälp av kvalitativa intervjuer tillsammans med en anställd på klädföretaget X samt en anställd på tredjepartsföretaget Y under våren 2022. Studien visade på att den rådande containerbristen varit en stor faktor till leveransförseningar. För att kunna vara mer flexibel drogs därför slutsatsen, genom bland annat en riskanalys och ett designtänkande, att användningen av fler leverantörer, hybrid sourcing, och en fördelning av produktionen i olika delar av världen, skulle göra att företag kan hantera oförutsedda händelser bättre. Designtänkandets analys genomfördes med en trestegsprocess för att på så sätt utveckla processen och göra den mindre känslig för störningar. Dessa störningar definierades, utvecklades och till slut transformerades, för att företaget inte ska bli lika sårbara i framtiden. Användandet av hybrid sourcing gör att man utnyttjar de goda egenskaper från single och multiple sourcing, vilket leder till att företaget minimerar antal risker i leveransprocessen. Genom att ha en definition för artikelgrupper kan man därför tillämpa multiple sourcing på den nivån samt att man tillämpar single sourcing på artikelnivåerna. Fokuset på Företag X:s basplagg är även något som anses vara relevant för att minimera störningarna vid oförutsedda händelser, då man köper in dem i större kvantiteter från Asien. Trendplaggen bör istället tillverkas i mindre kvantiteter i Europa. / When the Covid-19 pandemic hit the global community, there was a readjustment both national as well as international. The everyday life that we were all used to was no longer the same, but the global trade market was also affected. Contingencies that happen in situations like this occur when you least expect it, and you cannot anticipate the consequences of them. This was clearly noticed during, among other things, the Covid-19 pandemic. Somethings that were affected a lot in 2020-2022 were the deliveries, especially the sea freight. The purpose of this study is to investigate the activities of the delivery process that are most sensitive to disturbances in a company. And thereby how companies can be more prepared for the impact of contingencies, so it is possible to save in on both time and costs. To establish the report, a case study was made with qualitative interviews with the help of an employee at the clothing company X and with an employee at the third part logistics company Y, during the spring of 2022. The study showed that the container shortages that occurred during the Covid-19 pandemic have been a large factor in the shipment delays. To open for the possibility to be more flexible, though, among other things, through a risk analysis and a design thinking, the conclusions that were made was to use more suppliers, hybrid sourcing, and to divide the production to different parts of the world. This would make the companies better at handling contingencies. The design thinking analysis was made through a three-step process that brings up the disturbance that you later define and develop and, in the end, transform so the company will not be as vulnerable to disturbances in the future. The use of hybrid sourcing makes you exploit the good property of single and multiple sourcing, which makes the company minimize the number of risks in the supply chain. By having a definition for the article group, you can apply multiple sourcing on that level, and you can apply single sourcing on a level per article. The focus on Company X basic garments is also something that is considered relevant to minimize the disturbance of the contingencies. This is because you can buy them in larger quantities from Asia. The trend garments should instead be manufactured in smaller quantities in Europe.

Titel: Social Customer Relationship Management - En kvalitativ studie om hur svenska företag inom dagligvaruhandeln använder sociala medier för att skapa samt hantera kundrelationer   Nivå: Examensarbete på Grundnivå (kandidatexamen) i ämnet företagsekonomi   Författare: Jennifer Palm och Louise Wallsten   Handledare: Jonas Molin och Lars-Johan Åge   Datum: 2021 - maj     Syfte: Syftet med denna studie är att få ökad förståelse för hur företag inom dagligvaruhandeln arbetar med SCRM.     Metod: En kvalitativ forskningsansats tillämpas för denna uppsats. Det empiriska materialet har samlats in genom semistrukturerade intervjuer samt en mailintervju med respondenter som tillhör företag inom dagligvaruhandeln.      Resultat & slutsats: Studiens samtliga respondenter är överens om kundens centrala roll och betonar den framgång som sociala medier har bidragit med i skapandet samt hanteringen av kundrelationer. För att skapa dessa önskade kundrelationer används sociala medier som det kommunikationsverktyg där företagen kontinuerligt kommunicerar med sina kunder. Genom kundernas återkopplingar får företagen en ökad vetskap gällande hur relationer ska formas för att tillfredsställa kundens behov.      Examensarbetets bidrag: Det teoretiska bidraget för studien är den analysmodell som har utformats i syfte att minimera osäkerheten gällande företags implementering av SCRM. Vidare till det praktiska bidraget visar denna studie de positiva aspekter som finns vid implementeringen av SCRM och hoppas att företag inom dagligvaruhandeln kommer finna ett större intresse av SCRM då fördelarna med användningen överväger dess nackdelar.     Förslag till fortsatt forskning: Denna studie har ett empiriskt urval som består av respondenter från dagligvaruhandeln. Detta gör att resultatet för studien endast kan appliceras på företag som befinner sig inom liknande bransch. Vi finner därför att vidare forskning är intressant att genomföra för företag inom en annan specifik bransch i syfte att se hur dessa företag arbetar med sociala medier i koppling till kundrelationer     Nyckelord: Social Customer Relationship Management (SCRM), Sociala medier, Electronic-Word-Of-Mouth (eWOM) och Dagligvaruhandel

Bakgrund: Betydelsen av kundfeedback kan idag inte underskattas. För att undersöka dess inverkan krävs vetskap kring vilka dialogstrategier restauranger implementerar. Information om dess inverkan i den operativa verksamheten samt vetskap om varför restauranger väljer att hantera samt åtgärda kundfeedback. Forskningsfrågor: 1. Vilka strategier använder restauranger för att bemöta kundfeedback mottagen via sociala medier? 2. Varför hanterar samt hur åtgärdar restauranger kundfeedback mottagen via sociala medier? 3. Hur påverkas restaurangers förlängda marknadsmix av kundfeedback på sociala medier? Syfte: Studien ämnar undersöka hur restauranger hanterar kundfeedback via sociala medier samt i vilken utsträckning denna påverkar restaurangers operativa verksamhet. Metod: Kvalitativ ansats, flerfallsstudie, semistrukturerade intervjuer. Slutsats/Bidrag: Betydelsen av kundfeedback samt dess inverkan på restauranger är stor. I vilken utsträckning den påverkar och grad av hänsyn den ges beror på vilken uttalad strategi ett företag implementerar. / Background: The significance of customer feedback cannot be overestimated. To investigate its impact, knowledge is needed about what dialogue strategies restaurants implement. Information about its impact in the operational activities and knowledge of why restaurants choose to manage and resolve customer feedback. Research questions: 1. Which strategies do use restaurants to respond to customer feedback received through social media? 2. Why manage and how do restaurants resolve customer feedback received through social media? 3. How is a restaurant's extended market mix affected by customer feedback on social media? Purpose: The study aims to investigate how restaurants handle customer feedback through social media and to what extent this affects the operational activities of restaurants. Methodology: Qualitative approach, multi case study and semi-structured interviews. Conclusion /Contribution: The importance of customer feedback and its impact on restaurants operational activities are great. The which extent it affects, and the degree of consideration given, depends on the stated strategy a company implements.