Bakgrund Mjukvaruindustrin har vuxit och fortsätter växa i en hög takt och allt fler tjänster erbjuds som molnbaserade prenumerationer, Software-as-a-Service (SaaS). Forskning menar att produkterna som erbjuds mer eller mindre innehåller samma funktionalitet så leverantörer måste lägga fokus på kundupplevelsen för att fortsätta vara konkurrenskraftiga. Kundupplevelsen ses som ett multidimensionellt koncept där flera olika faktorer bidrar till den totala upplevelsen. Kund- och leverantörsrelationen, utformningen av kundresan och kundnöjdheten är tre huvuddimensioner som påverkar kundupplevelsen och det är viktigt för leverantörer att identifiera vilka faktorer inom dessa dimensioner som kunder värdesätter högst. Detta för att kunna skapa en kundupplevelse som uppskattas och som leder till långvariga partnerskap. Syfte Syftet med uppsatsen är att undersöka hur faktorer inom kund- och leverantörsrelationen, utformningen av kundresan och kundnöjdheten påverkar kundupplevelsen inom en SaaS-kontext. Vidare ämnar studien att undersöka diskrepansen mellan kunder och leverantörer gällande påverkan av kundupplevelsen. Metod Studien har tagit en explorativ form, fenomenologiskt tolkningsperspektiv och varit iterativ med induktiva tendenser. Studien är kvalitativ och den forskningsdesign som valts är ”små- N-studier”. Datainsamlingen bestod av 10 semistrukturerade intervjuer med 7 kunder och 3 leverantörer som valdes genom ett representativt urval. Den empiriska undersökningen baserades på två initiala intervjuer samt en grundlig litteraturgenomgång. Slutsats Faktorerna som påverkar kundupplevelsen inom SaaS skiljer sig från kund till kund. Leverantörernas uppfattningar skiljer sig inte nämnvärt från kundernas. Kommunikation och kundförståelse blir väsentligt för den individuella kundens upplevelse. / Background The software industry keeps growing in a high pace and more and more services are offered as cloud based subscriptions, Software-as-a-Service (SaaS). Research suggests that products more or less have the functionalities, suppliers need to focus on the customer experience to gain competitive advantages. Customer experience is a mulitdimensional concept where several differerent factors contribute to the experience as a whole. Customer and supplier relationships, the customer journey and customer satisfaction are three of the main dimensions of customer experience and it´s important for suppliers to identify which factors within these dimensions that the customers value most. This is in order to be able to create a customer experience that is appreciated and that leads to long- lasting partnerships. Purpose The purpose of this paper is to explore how factors within the customer and supplier relationship, the customer journey and customer satisfaction impact customer experience of Software- as-a-Service. Furthermore the paper aims to explore the discrepancy between customers and suppliers regarding the impacts on customer experience. Completion The study is of an phenomenological, explorative form that is iterative with inductive tendencies, It is of a qualitative case study with focus on a phenomenon rather than the context. The datacollection consists of 10 semi-structured interviews with 7 customers and 3 suppliers that were chosen through representative selection. This empirical study was based on two initial interviews and a thorough literature study. Conclusion The factors that impact the customer experience vary from customer to customer. The suppliers perception isn´t substantially different from the customers´. Communication and understanding of the customer is important for the individual customers experience.

Social networking applications that are developed using traditional software and architecture have scalability issues. One way to overcome the high cost of scaling social applications is to use Cloud Computing (CC). There are various cloud computing platforms available. One very interesting CC platform is Google App Engine (GAE). This research focuses on using the free GAE as a way to re-implement existing social networking applications.<p> The research focuses on how to move social applications into the cloud and on the evaluation of their performance. The thesis investigates the GAE platform, and its features. The study shows how to re-implement a social networking application using GAE cloud with limited code approximately 600 lines and evaluates the scalability of the applications.

Social networking applications that are developed using traditional software and architecture have scalability issues. One way to overcome the high cost of scaling social applications is to use Cloud Computing (CC). There are various cloud computing platforms available. One very interesting CC platform is Google App Engine (GAE). This research focuses on using the free GAE as a way to re-implement existing social networking applications.<p> The research focuses on how to move social applications into the cloud and on the evaluation of their performance. The thesis investigates the GAE platform, and its features. The study shows how to re-implement a social networking application using GAE cloud with limited code approximately 600 lines and evaluates the scalability of the applications.

With advances in information technology, various cloud computing related research and development has become a hot trend. Except the vast amount of studies and reports appearing in local magazines and newspapers, government agencies have also set up corresponding R & D projects. However, most of these studies focus on the infrastructure or platform level of the cloud. For example, the projects for Infrastructure as a Service (IaaS) include the Cloud Computing Center for Mobile Application at Industrial Technology Research Institute (ITRI), the Cloud Service and Technology Center at Information Industry Institute (III) and the already launched ¡§hiCloud¡¨ at Chunghwa Telecom Corporation. In the business side, there is TCloud Computing that does the development of both "Infrastructure" and "Platform as a Service" (PaaS). As to Software as a Service (SaaS) related research, III has gathered 10 domestic companies to participate the co-operation plans for education cloud, manufacture cloud, ¡K and practice cloud, a total of nine cloud services. However, they are all in the early stages without much success stories or usages. The study of this thesis is angled toward business needs, from the point of resource-based analysis to see how a firm will be affected if introduction of SaaS to business. In particular, we will study this subject from four dimensions, which are the competitiveness of enterprises, IT outsourcing strategy, cost structure analysis and data security technology, to identify the possible critical factors for the introduction for cloud computing services. As most people are perceived, cloud computing has a comparative advantage of cost saving over traditional approach.

<p>With Cloud Computing becoming a popular term on the Information Technology (IT) market, security and accountability has become important issues to highlight. In our research we review these concepts by focusing on security risks with Cloud Computing and the associated services; Software, Platform and Infrastructure (SPI) and connecting them with a social study of trust.</p><p>The method that was conducted during our research was reviewing secondary literature, interviewing different experts regarding Cloud Computing and relating standards already established by ENISA, NIST, and CSA to the interviews.</p><p>The result of this study shows connections between the specific SPIs, both how they compare, but also how they differ. In the end we were also able to rank the top security risks from interviews with experts and see which SPI could be the most insecure one and  what countermeasures could be applied.</p><p>This was further related to trust and Service Level Agreement (SLA) in Cloud Computing to show how the security risks we discuss are related to these two specific areas. By highlighting this we wanted to present useable information for both clients and providers in how to create a better Cloud Computing environment.</p>

Företag använder marknadssegmentering för att dela in kunder i grupper utefter liknande karaktäristika, som exempelvis betalningsvilja. Företag kan i sinom tid möta en mättad marknad inom dess segment, och behöver då ompositionera strategier mot nya segment för fortsatt kundtillväxt. För företag som valt en positionering mot segment med hög betalningsvilja (high-end), är en möjlighet för fortsatt kundtillväxt istället ompositionering mot lägre segment (low-end). Syftet med studien var att kartlägga och identifiera hur företag besittande en högpristjänst, kan nå kunder med lägre betalningsvilja genom nedåtgående segmentering. Detta utan att skada varumärket och riskera förluster av befintliga kunder. Utifrån syftet fastslogs följande frågeställning: • Hur kan SaaS-företag som besitter en high-end tjänst, använda nedåtgående segmentering utan att skada varumärket och förlora befintliga kunder? Studiens avgränsning begränsades till SaaS-företag, en delbransch inom IT-branschen. Detta med anledning av dess unika, relativt obefintliga, marginalkostnad. Studien har genomförts genom att använda en kvalitativ forskningsmetodik, i form av fem semistrukturerade intervjuer med fyra företag ståendes inför det problem som berörs. Studien består genomgående av en struktur baserad på blocken segmentering, tillväxt, lönsamhet samt varumärke. Studiens resultat, baserad på insamlad empiri och analys, har lett till en slutsats som påvisat fyra stycken beståndsdelar. Dessa ter sig vara faktorer som en high-end tjänst bör inneha, för en lyckad strategiförändring mot lägre marknadssegment. Dessa fyra kriterier är marknadsmedvetenhet, skalbar tjänst, flerstegig prismodell samt varumärkesmedvetenhet. / Companies use market segmentation to divide customers into groups along similar characteristics, such as willingness to pay. Companies could eventually meet a saturated market within its segments, and would then need to reposition towards new segments for continued customer growth. For companies that choose to position themselves against segments with high willingness to pay (high-end), a possibility of continued customer growth is to position segments with lower willingness to pay (low- end). The purpose of this thesis was to plot and identify how companies, proprietors of a high-end solution, can use downward segmentation to reach customers with lower willingness to pay. This without damaging the brand and risking losses of existing customers. Based on the purpose of the thesis, the following research question has been established: • How can SaaS-companies that have a high-end service, use downward segmentation without damaging their brand and losing existing customers? The delimitation of the study was limited to SaaS companies, a sub-sector in the IT industry. This is due to its unique, relatively non-existent, marginal cost. The study has been conducted using a qualitative research method, in the form of five semi structured interviews with four companies facing the problem concerned. The study is continuously conducted through a structure based on segmentation, growth, profitability and brand. The results of the study, based on collected empirical data and the analysis, have led to a conclusion containing four specific components. These appear to be factors that a high-end service should hold for a successful strategy change towards lower market segments. These four criteria are market awareness, scalable service, multi-pricing model and brand awareness. This thesis is written in Swedish.

A Computação em Nuvem (CN) tem potencial para transformar grande parte do setor de Tecnologia da Informação (TI). Sua evolução ao longo dos últimos anos, certamente é tida como um dos maiores avanços na história da computação. Ela vem ganhando espaço significativo como um modelo bem sucedido ao prometer economia, facilidade de uso e maior flexibilidade no controle de como os recursos são usados, a qualquer momento e em qualquer lugar, para entregar a capacidade computacional desejada. A proposta de valor capturada pelo modelo da CN é que os recursos não ficam mais ociosos a maior parte do tempo, sendo agora quase totalmente utilizados (com menores custos unitários). Esta pesquisa tem por objetivo compreender como são tomadas as decisões para aquisição, contratação e operação dos serviços de CN em organizações de grande porte atuando no Brasil. Para alcançar este objetivo foi elaborado um Método de Análise para adoção da CN a partir de elementos extraídos da literatura. Fatores associados à adoção da CN como vantagens, desafios, riscos e barreiras e capacidades essenciais dos gestores para atingir objetivos de negócios (BOB), desempenhar a gestão da função TI (MNG), dispor dos atributos da qualidade dos serviços (QAS) e tomar decisões de arquitetura (ARC), consideradas essenciais para a operação das áreas de TI das organizações, estão entre estes elementos. O trabalho também investigou como a CN pode contribuir para o alinhamento estratégico da TI ao negócio destas organizações. A metodologia utilizada é o estudo de casos múltiplos, com a aplicação do Método de Análise em quatro organizações, onde foram entrevistados os principais executivos da área de TI capazes de influenciar decisões para adotar ou aprofundar a adoção da nuvem. Os resultados obtidos mostraram a viabilidade e a aplicabilidade do Método de Análise. Ao mapear os fatores associados à adoção, o processo de decisão pode ser mais bem compreendido, possibilitando às organizações melhor estruturar o processo de aprovação e de adoção propriamente dito. Também pôde ser observado nos casos estudados de que forma se deu a contribuição da adoção da nuvem para o alinhamento estratégico da TI ao negócio. / Cloud Computing (CC) is potentially able to change a major part of Information Technology (IT) industry. Its evolution over the past few years is certainly one of the greatest advancements in the history of computing. Cloud Computing has been gaining ground as a successful model as it promises economic savings, easiness of use and greater flexibility in the control of resource use, anytime and anywhere, while delivering the required computing power. CC model value proposition is that resources are no longer idle most of the time, as they are almost used to the fullest (with lower unit costs). The purpose of this research is to understand how the decisions are made for the purchase, hiring and operation of CC services in large organizations operating in Brazil. In order to achieve this objective, we prepared an Analysis Method to adopt CC based on elements found in literature. Such elements are those factors associated to the adoption of CC such as advantages, challenges, risks and barriers and core capabilities for managers to achieve business objectives (BOB), perform management of IT function (MNG), provide quality of services (QAS) and manage architecture decisions (ARC), considered essential for operation of IT areas of organizations. The study also investigated how CC can contribute with IT strategic alignment with business of these organizations. The methodology employed is multiple cases study, applying the Analysis Method in four organizations, through interviews with main IT executives capable of influencing decisions to adopt or increase cloud adoption. The results obtained show feasibility and applicability of Analysis Method. By mapping factors associated with adoption, the decision making process may be better understood, allowing organizations to better structure approval process and the adoption itself. In cases studied it is possible to note how the adoption of cloud computing contributes with strategic alignment of IT with business.

This master thesis discusses matters of cloud Business Intelligence in Software as a Service form and the possibilities of using this technology in a law firm environment. First theoretical part deals with definition of notion Business Intelligence and cloud, including functionality and technological background. Further is also analyze market of Business Intelligence, including look at trends. In practical part is thesis focused on determining the metrics and criteria with regard to the requirements of specific branches of czech economics a comparing cloud Business Intelligence tools whic are available. Based on this comparison is suggested solution in tool for law firm Brož & Sokol & Novák s.r.o. The main benefit of this thesis is usability analysis of cloud Business Intelligence in law firm environment.

This diploma thesis focuses on options of Competitive Intelligence solutions in small and medium enterprises. Applied part is conducted in a medium sized manufacturing company. Theoretical part of this thesis introduces areas of Competitive Intelligence and Business Intelligence, basic technological overview and illustrates Competitive Intelligence cycle description. In Czech republic, majority of companies are in a form of a small or medium enterprise, therefore theoretical definition is provided. In applied part of the thesis are introduced relevant information sources for small and medium enterprise, selected Business Intelligence tools under the Open-source license or provided as a Service. In following chapters is described possible utilization of this analytical software for a Competitive Intelligence. In final part of the thesis is a chosen solution applied in a HF Czechforge s.r.o., which consists of Business Intelligence and Competitive Intelligence. Main contribution of this thesis is a implementation suggestion of a user friendly Business Intelligence and Competitive Intelligence, which can be helpful for the company in gaining better overview of itself and its environment at acceptable costs.

The main objective of this thesis is the design and the realization of the SaaS project Rezervacnik. The thesis itself consist of three parts. The first part defines the SaaS and Cloud Computing, and the establishment of basic advantages and disadvantages of SaaS services. The second part analyzes the information model of the SaaS provider. Introduce are the basic application billing and subscription software for the management of SaaS, which are researched and compared. The last part presents Rezervacnik project and defines the advantages of online booking. After finding a market assumption are designed all parts of the project. Finally, it is presented as part of the implementation.