The Swedish branch of the WILO Group and the daughter of the WILO AG, which is one of the biggest producer of pumps worldwide, is going to introduce a new business organization concept in Sweden and evolve the present company's structure into a more customer-oriented one (Project-Oriented-Service-Organization) based on the experiences of the parental company in Germany – WILO AG. A new service approach is going to be introduced by a company, which deals with business-to-business customers. Although manufacturers of industrial goods and equipment turn their interest from single transactions to doing business on the long-term scale with their customers, but still not many companies are in this process

<p>The Swedish branch of the WILO Group and the daughter of the WILO AG, which is one of the biggest producer of pumps worldwide, is going to introduce a new business organization concept in Sweden and evolve the present company's structure into a more customer-oriented one (Project-Oriented-Service-Organization) based on the experiences of the parental company in Germany – WILO AG.</p><p>A new service approach is going to be introduced by a company, which deals with business-to-business customers. Although manufacturers of industrial goods and equipment turn their interest from single transactions to doing business on the long-term scale with their customers, but still not many companies are in this process</p>

Background: Today’s market is constantly going through changes. Customers havenew tendencies and preferences towards the products they buy. It is a customer centeredbusiness culture and companies must follow it if they want to stay in the market.Therefore communication is more personalized and tries to exchange as muchinformation with customer as possible. This enhances customer relationship anddevelops more customized products. The development of customer intimacy is requiredin order to have a broader understanding on customer needs. In that way firms are moreable to meet customer preferences with the products they provide.Purpose: The aim of this study is to describe sales strategies of additional products toexisting customers in the B2B Swedish market. Further this study will identifycommunication tools when contacting customers.Research Questions:RQ1: What sales strategies can Electrolux Laundry Systems implement for additionalproducts?RQ2: How can Electrolux Laundry Systems use communication when offering newproducts?RQ3: How could communication affect the customers?RQ4: How could managers and employees perceive the sales perspectives of ElectroluxLaundry Systems?Method: The chosen method was in depth interviews. In these interviews theresearchers asked open-ended questions via face to face and via telephone and recordedthe respondents answers. The observations were carried through interviews with ninecustomers of Electrolux Laundry Systems. Scandic Hotel Värnamo, VärnamoMunicipality, Ekdahls Länghem, Ljungbybostäder, Ljungby Hospital, ElderlyHomecare Ljungby, Tekniska Förvaltningen and Ljungby Municipality.Results: The research demonstrated that the company analyzed uses customer focussales strategies and direct marketing communications as the main tools to maintain andnurture a strong relationship with customers. Also important factors have beenhighlighted that explain the essence of the study, such as the use of communication andsales efforts to establish close relationships to later on cross-sell additional products in amore suitable way according to customer’s explicit needs.

I dagens samhälle gömmer det sig en teknologi som inte alla tänker på, nämligen Self-Service Technology(SST). Self-Service Technology befinner sig ofta i ens närhet. Företag använder sig av denna teknik för att tillfredsställa deras kunder snabbare och smidigare. Denna studie har utförts på Monitors ERP System AB:s Online-hjälp genom en kvantitativ metod. Syftet med denna studie var att utvärdera betydelsen av de olika dimensionerna i Self-Service Technology (SST) för kundtillfredsställelse. För att sedan generera ny kunskap och förslag för förbättringar av SST och webbaserade kundsupportsystem. För att genomföra denna studie användes en explorativ faktoranalys på de 7 dimensioner inom Self-Service Technology samt dimensionen kundtillfredsställelse. Resultatet visade att de två dimensionerna funktionalitet och bekvämlighet hade starkast koppling till dimensionen kundtillfredsställelse. Därför bör verksamheter liknande Monitors ERP System AB fokusera på att förbättra funktionalitet och bekvämlighet dimensionerna för att uppnå bättre kundtillfredsställelse. / In today's society, there is a technology that not everyone thinks about, namely Self-Service Technology (SST). Self-Service Technology is often in one's vicinity. Companies use this technology to satisfy their customers faster and more smoothly. This study was performed on Monitor's ERP System AB's Online help using a quantitative method. The purpose of this study was to evaluate the importance of the different dimensions of Self-Service Technology (SST) for customer satisfaction. To then generate new knowledge and suggestions for improvements to SST and web-based customer support systems. To conduct this study, an exploratory factor analysis was used on the 7 dimensions within Self-Service Technology and the dimension customer satisfaction. The results showed that the two dimensions functionality and convenience had the strongest connection to the dimension customer satisfaction. Therefore, businesses similar to Monitor's ERP System AB should focus on improving the functionality and convenience dimensions to achieve better customer satisfaction.

由於資訊科技不斷地快速發展下，企業要滿足消費者的需求，除了要提昇產品價值外，面對市場的競爭策略也從產品差異化到服務差異化來創造企業價值。 要在服務差異化來創造企業價值的最重要利基是要建立一個專業的客服中心，同時，將ITIL的Help Desk的觀念導入客服中心的Service Desk的功能上，進而達到全方位的客服中心。本研究以一家國際快遞物流公司的客服中心導入ITIL的Help Desk功能結合個案公司的客服中心現有的應用系統架構中為實例，並探索客服中心的服務功能面與結合Help Desk的功能整合後，應用在目前的系統與程序將足以提昇顧客滿意與期望。 從本研究實例中，可以發現客服中心系統與資訊總部導入ITIL的模組，藉由ITIL的Help Desk的基本理論與實作導入客服中心的Service Desk與CRM的結合，將可以加強客服中心的功能完整性與顧客滿意度的提昇。同時，不論是企業內的客服中心或專業的客服公司，要如何在維運上讓服務品質能更提昇與控制，在客服中心的處理成本降到最低外，這些問題要在客服中心三大組成要素的範疇內，包含「人」、「系統」、「程序」。同時，以Help Desk導入客服中心，發現在後送處理的流程中，對客服中心的服務滿意度及專業度也會有非常顯著的表現。 / In order to satisfy the increasing requirements from customers and to face the rapid innovation of information technology, enterprise not only needs to improve its product value but also to change its business model from product-centered to service-centered competitive strategy. The market competitive strategy has been reshaped from product differentiation to service differentiation that creates the business value. One of the imperative key points to create business value through service-differentiation is that we have to build a professional customer service center. And ,we need to deploy the ITIL Help Desk concept to enhance the service desk functionalities of the customer service center. This study demonstrates the deployment of the ITIL Help Desk functionalities to the customer contact center using an international express and logistics company as a case study. By integrating customer service center service capability and the Help Desk new functionalities, the customer satisfaction and expectation can be improved. In this case study, we the deployment of ITIL model for customer service center system and the information data center can be found. Based on the theory of ITIL Help Desk and the integration of customer service center Service Desk and CRM, it is expected the customer service center functionalities and the customer satisfaction can be enhanced and improved respectively. How to operate a customer service center; improve and control its service quality and minimize the operational costs is very important to the enterprise. Three major elements including people, system and process that form the customer service center are also need to be considered. Deploying ITIL Help Desk in customer service center shows high satisfaction and professionalism when shipment is being processed and delivered.

<p>The web has a broad affect on the global economy and can among other things be used for web based information systems (WIS). These systems have grown from being used as a market platform to support all activities in the work of an organisation of today. To survive in a turbulent competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation between customer and supplier and through that have a possibility to increase the customer use since it can facilitate business processes and imply that services can be offered in a new way. WIS have however been characterized by lack of use and not having the expected effects on the business. The reason for this is that only a technical perspective has been taken when they have been developed and implemented, without consideration to organisational circumstances. When taking these facts into consideration, is it possible that a WIS can increase the customer use in the relation between customer and supplier? How does the customer view a WIS and what requirements would s/he have regarding the information content in such a system?</p><p>The purpose with this thesis is that through a demand analysis during pre-study, congregate possible customer requirements regarding the information content in a potential WIS, with consideration taken to the need of how information is communicated, with the intention of increasing the customer use in the relation between customer and supplier.</p><p>The pre-study took a qualitative form and consisted of deep interviews with ten potential users of a WIS. The system could function as a bridge between them and their ITconsultant company, Sigma. Sigma is the employer of this thesis. The theory that has been set as the base for the thesis can be mirrored against four building stones which can be distinguished in the purpose; information content, information handling, customer relationships and customer use. Except from these, we have also included theory regarding WIS in the aim to clarify this type of system. The study showed that there were customer requirements concerning a WIS, in the primary aim of keeping the contact with Sigma. The most prioritised function was education in the form of manuals to prior systems that Sigma had developed on the behalf of the customers. Project handling was then prioritised, in the form of among other things follow-up on projects and joint handling of documents. The customers also regarded that customer service and reports of defects, together with a vocabulary were good functions to include in a WIS. The customers considered that the handling of information could be more structured if a WIS was implemented, but most of them thought that their relation to Sigma would stay unchanged. The customer use with a WIS was regarded to principally be easier access to information for both customer and Sigma, current information and better support together with better service from Sigma.</p> / <p>Internet har en bred påverkan på den globala ekonomin och kan bland annat användas till webbaserade informationssystem (WIS). Dessa system har växt, från att ha använts som en marknadsplattform till att nu stödja alla moment i arbetet i en organisation. För att överleva i en turbulent konkurrensmarknad måste företag börja samarbeta med kunder istället för att endast samverka med dem. Kan ett IT-konsultföretag utnyttja ett WIS som ett medel för att hålla kontakten med existerande kunder och uppnå detta samarbete? Ett WIS skulle kunna stärka relationen mellan kund och leverantör och genom det ha en möjlighet att öka kundnyttan då det kan underlätta affärsprocesser och innebära att tjänster kan erbjudas på ett nytt sätt. WIS har dock tidigare kännetecknats av att de nästan aldrig används eller inte har de tänkta effekterna på verksamheten vilka förväntades. Orsaken till detta är att endast ett tekniskt perspektiv har tagits när de utvecklats och implementerats, utan hänsyn tagen till organisatoriska förhållanden. Med hänsyn till dessa fakta, är det möjligt att ett WIS kan öka kundnyttan i relationen mellan kund och leverantör? Hur ser kunden på ett WIS och vad skulle denne ha för önskemål gällande informationsinnehåll i ett sådant?</p><p>Syftet med denna uppsats är att genom en kravanalys under en förstudie ta fram eventuella kundönskemål gällande informationsinnehåll i ett eventuellt WIS, med hänsyn taget till behovet av hur information kommuniceras i avsikten att öka kundnyttan i relationen mellan kund och leverantör.</p><p>Förstudien tog en kvalitativ form och bestod av djupgående intervjuer med tio potentiella användare av ett WIS. Systemet skulle kunna fungera som en brygga mellan dem och deras IT-konsultföretag, Sigma. Samma konsultföretag är också uppdragsgivare till denna uppsats. Den teori som legat till grund för uppsatsen återspeglas mot fyra byggstenar, vilka kan urskiljas i syftet; informationsinnehåll, informationshantering, kundrelationer och kundnytta. Utöver dessa har vi även innefattat teori om WIS för att klargöra denna typ av system.</p><p>Studien visade att det fanns kundönskemål om ett WIS i ett primärt syfte att hålla kontakten med Sigma. Den mest prioriterade funktionen var utbildning, såsom manualer till system som Sigma tidigare utvecklat åt kunderna. Därefter prioriterades projekthantering i form av bland annat uppföljning av projekt och gemensam dokumenthantering. Kunderna ansåg även att kundtjänst och felrapportering, samt en ordlista var bra funktioner att inkludera i ett WIS. Kunderna ansåg att informationshanteringen kunde bli mer strukturerad om ett WIS implementerades, men de flesta trodde att deras relation till Sigma skulle förbli oförändrad. Nyttan med ett WIS uppfattade kunderna främst kunde vara lättare åtkomst av information för både kund och Sigma, mer aktuell information och bättre support samt bättre service från Sigma.</p>

This report is focused on a research to find out if the Customer Relation Management (CRM) of Quicknet AB works and if their customers are satisfied with it. During this investigation I tried to see if the customers had a need for taking the CRM and use a tool called Social CRM. The report will conclude if the clients of Quicknet think that there is something that can be done in the relation between both parts and how it can be improved. At the same time I am going to build an application which relates to the problems of this report. To solve the problem I am going to do a survey which will include the CRM and also try to find out if the customers of Quicknet share the same thoughts about having a Social Customer Relation Management. Also if this survey shows what the customers think about the CRM, it could improve the relation between Quicknet and themselves.  The result from the survey showed two things. Firstly it showed that the customers had a need for manuals available when the customers can't reach the support. Also, outcomes from the survey proved that having applications for competitions or gaming would be of interest for the customers. These two answers had the most votes and are the alternatives that can help Quicknet to increase the quality of their relation with their customers. The application wasn't completed in time and there were two reasons behind that. Firstly, my own knowledge about writing PHP was not as good as I thought and secondly I experienced some technical problems with the API of Facebook. From this project I'm taking with me experience of planning the time better, to make sure to make it as effective as possible. Also, I'm now having more knowledge about PHP and MYSQL and at the same time has an interest for web development started to grow. / Denna rapport fokuserar på att finna vilken Customer Relation Management modell som Quicknet AB använder sig av och om deras kunder är nöjda med den. Vid undersökningen ska jag också se om kunderna anser att det finns ett behov av att den nuvarande CRM och applicera ett verktyg som heter Social CRM. Rapporten kommer ta fram om Quicknets kunder tycker att det finns något som kan förstärka relationen mellan bägge parterna och hur den kan förbättras. Samtidigt kommer jag att bygga en applikation som relaterar till rapportens problem För att lösa problemet kommer jag att göra en enkätundersökning som kommer att inkludera CRM och försöka att ta reda på om kunderna delar varandras åsikter om att ha ett Social Customer Relation Management. Om den här enkäten visar vad kunderna tycker om det nuvarande CRMramverket som används, kan det användas till att förbättra relationen mellan Quicknet och dem själva. Resultatet från enkäten visade två saker. Först så visade den att kunderna har ett behov av att ha manualer tillgängliga när kunden inte kan få support. Vidare så visar också enkäten att ha en applikation för tävlingar eller liknande områden är av intresse hos kunderna. Dessa två alternativ är de som kan hjälpa Quicknet att stärka kvalitén i relation med deras kunder. Applikationen blev inte klar i tid och det finns två bakomliggande anledningar till det. Den första är mina egna kunskaper om PHP var bristfälliga och för det andra så upplevde jag tekniska problem med Facebooks API. Från projektet tar jag med mig erfarenheter från att planera tiden på ett annat sätt. Detta för att kunna effektivisera arbetet i framtiden. Jag anser mig också ha fått mer kunskap inom PHP och MYSQL, där jag även har fått ett intresse av att hålla på med webbutveckling.

The web has a broad affect on the global economy and can among other things be used for web based information systems (WIS). These systems have grown from being used as a market platform to support all activities in the work of an organisation of today. To survive in a turbulent competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation between customer and supplier and through that have a possibility to increase the customer use since it can facilitate business processes and imply that services can be offered in a new way. WIS have however been characterized by lack of use and not having the expected effects on the business. The reason for this is that only a technical perspective has been taken when they have been developed and implemented, without consideration to organisational circumstances. When taking these facts into consideration, is it possible that a WIS can increase the customer use in the relation between customer and supplier? How does the customer view a WIS and what requirements would s/he have regarding the information content in such a system? The purpose with this thesis is that through a demand analysis during pre-study, congregate possible customer requirements regarding the information content in a potential WIS, with consideration taken to the need of how information is communicated, with the intention of increasing the customer use in the relation between customer and supplier. The pre-study took a qualitative form and consisted of deep interviews with ten potential users of a WIS. The system could function as a bridge between them and their ITconsultant company, Sigma. Sigma is the employer of this thesis. The theory that has been set as the base for the thesis can be mirrored against four building stones which can be distinguished in the purpose; information content, information handling, customer relationships and customer use. Except from these, we have also included theory regarding WIS in the aim to clarify this type of system. The study showed that there were customer requirements concerning a WIS, in the primary aim of keeping the contact with Sigma. The most prioritised function was education in the form of manuals to prior systems that Sigma had developed on the behalf of the customers. Project handling was then prioritised, in the form of among other things follow-up on projects and joint handling of documents. The customers also regarded that customer service and reports of defects, together with a vocabulary were good functions to include in a WIS. The customers considered that the handling of information could be more structured if a WIS was implemented, but most of them thought that their relation to Sigma would stay unchanged. The customer use with a WIS was regarded to principally be easier access to information for both customer and Sigma, current information and better support together with better service from Sigma. / Internet har en bred påverkan på den globala ekonomin och kan bland annat användas till webbaserade informationssystem (WIS). Dessa system har växt, från att ha använts som en marknadsplattform till att nu stödja alla moment i arbetet i en organisation. För att överleva i en turbulent konkurrensmarknad måste företag börja samarbeta med kunder istället för att endast samverka med dem. Kan ett IT-konsultföretag utnyttja ett WIS som ett medel för att hålla kontakten med existerande kunder och uppnå detta samarbete? Ett WIS skulle kunna stärka relationen mellan kund och leverantör och genom det ha en möjlighet att öka kundnyttan då det kan underlätta affärsprocesser och innebära att tjänster kan erbjudas på ett nytt sätt. WIS har dock tidigare kännetecknats av att de nästan aldrig används eller inte har de tänkta effekterna på verksamheten vilka förväntades. Orsaken till detta är att endast ett tekniskt perspektiv har tagits när de utvecklats och implementerats, utan hänsyn tagen till organisatoriska förhållanden. Med hänsyn till dessa fakta, är det möjligt att ett WIS kan öka kundnyttan i relationen mellan kund och leverantör? Hur ser kunden på ett WIS och vad skulle denne ha för önskemål gällande informationsinnehåll i ett sådant? Syftet med denna uppsats är att genom en kravanalys under en förstudie ta fram eventuella kundönskemål gällande informationsinnehåll i ett eventuellt WIS, med hänsyn taget till behovet av hur information kommuniceras i avsikten att öka kundnyttan i relationen mellan kund och leverantör. Förstudien tog en kvalitativ form och bestod av djupgående intervjuer med tio potentiella användare av ett WIS. Systemet skulle kunna fungera som en brygga mellan dem och deras IT-konsultföretag, Sigma. Samma konsultföretag är också uppdragsgivare till denna uppsats. Den teori som legat till grund för uppsatsen återspeglas mot fyra byggstenar, vilka kan urskiljas i syftet; informationsinnehåll, informationshantering, kundrelationer och kundnytta. Utöver dessa har vi även innefattat teori om WIS för att klargöra denna typ av system. Studien visade att det fanns kundönskemål om ett WIS i ett primärt syfte att hålla kontakten med Sigma. Den mest prioriterade funktionen var utbildning, såsom manualer till system som Sigma tidigare utvecklat åt kunderna. Därefter prioriterades projekthantering i form av bland annat uppföljning av projekt och gemensam dokumenthantering. Kunderna ansåg även att kundtjänst och felrapportering, samt en ordlista var bra funktioner att inkludera i ett WIS. Kunderna ansåg att informationshanteringen kunde bli mer strukturerad om ett WIS implementerades, men de flesta trodde att deras relation till Sigma skulle förbli oförändrad. Nyttan med ett WIS uppfattade kunderna främst kunde vara lättare åtkomst av information för både kund och Sigma, mer aktuell information och bättre support samt bättre service från Sigma.

Due to entrance of WTO and performance of cGMP, Taiwan¡¦s biotechnology and pharmaceutical industries has met with more challenge¡Bimpact and pressure that let enterprise must reflect the marketing concept rests on four pillars¡Gtarget market, customer needs, integrated marketing, and organizational objectives( profitability) that reflect completely and restructure the strategic marketing according to innovative rethinking and develop into vision and strategic target of enterprise. The high-performance of business competitive advantage is focused on delivering customer value and satisfaction. Given the importance of customer value and satisfaction, we need to discuss the concepts of a value chain and value-delivery systems. Every firm is a collection of activities that are performed to design¡Bproduce¡Bmarket¡Bdeliver¡Band support its product. The firm¡¦s task is to examine the value chain and look for ways to improve its cost and performance in each value-creating activity. The firm should estimate its competitor¡¦s cost and performance as benchmarks against which to compare its own cost and performance. To the extent that it can perform certain activities better than its competitors, it can achieve a business competitive advantage. Strong companies develop superior capabilities in managing these core competences. According to current healthy policy of Taiwan¡¦s government and promotional projects of developing biotechnology and pharmaceutical industries, enterprise need to reflect and evaluate the core competence and focus on firm¡¦s resources. Enterprise need to find out and decide the strategic positioning and then fit with government¡¦s policy. How to combine about the low cost operation of business strategy and high profit of innovative strategy that develop and restructure the new business model that achieve the business competitive advantage. This study will explore meantime that Taiwan¡¦s biotechnology and pharmaceutical firms desire for reaching competitive advantage and occupying the market quickly, the firms should think that saving resources¡Brestructuring business model¡Bmanaging risk¡Banalyzing critical success factors¡Boperating the strategy of alliance and co-marketing are necessary.

Keywords¡GBiotechnology, Business Competitive Advantage, Innovation Business Model, Strategic Marketing, Marketing Concept Rests on Four Pillars, Porter¡¦s Competitive Forces Model, Value-chain Model, Resources Advantage Orientation, Resources-Based Theory( view) , Core Competence, Customer Relation Management, Strategy Game Due to entrance of WTO and performance of cGMP, Taiwan¡¦s biotechnology and pharmaceutical industries has met with more challenge¡Bimpact and pressure that let enterprise must reflect the marketing concept rests on four pillars¡Gtarget market, customer needs, integrated marketing, and organizational objectives( profitability) that reflect completely and restructure the strategic marketing according to innovative rethinking and develop into vision and strategic target of enterprise. The high-performance of business competitive advantage is focused on delivering customer value and satisfaction. Given the importance of customer value and satisfaction, we need to discuss the concepts of a value chain and value-delivery systems. Every firm is a collection of activities that are performed to design¡Bproduce¡Bmarket¡Bdeliver¡Band support its product. The firm¡¦s task is to examine the value chain and look for ways to improve its cost and performance in each value-creating activity. The firm should estimate its competitor¡¦s cost and performance as benchmarks against which to compare its own cost and performance. To the extent that it can perform certain activities better than its competitors, it can achieve a business competitive advantage. Strong companies develop superior capabilities in managing these core competences. According to current healthy policy of Taiwan¡¦s government and promotional projects of developing biotechnology and pharmaceutical industries, enterprise need to reflect and evaluate the core competence and focus on firm¡¦s resources. Enterprise need to find out and decide the strategic positioning and then fit with government¡¦s policy. How to combine about the low cost operation of business strategy and high profit of innovative strategy that develop and restructure the new business model that achieve the business competitive advantage. This study will explore meantime that Taiwan¡¦s biotechnology and pharmaceutical firms desire for reaching competitive advantage and occupying the market quickly, the firms should think that saving resources¡Brestructuring business model¡Bmanaging risk¡Banalyzing critical success factors¡Boperating the strategy of alliance and co-marketing are necessary.