Titel: Hur och varför förändras kundvården hos ett företag som gått från produktförsäljning till att sälja tjänster i prenumerationsform? -En studie av ett svenskt SaaS-företag   Författare: Fredrik Thurén, Johanna Grönvik och Rebecca von Knorring   Handledare: Anders Wrenne   Institution: Managementhögskolan, Blekinge Tekniska Högskola   Kurs: Kandidatarbete i Företagsekonomi, 15 högskolepoäng   Syfte: Syftet med vår uppsats är att ge ett bidrag till forskningen gällande hur olika aspekter av kundvård kan komma att förändras, samt varför dessa förändras, hos ett företag som gått från en varudominerande logik till en tjänstedominerande logik.   Metod: För att svara på uppsatsens frågeställning och uppfylla dess syfte har vi valt att genomföra en studie med kvalitativ forskningsstrategi. Tillvägagångssättet för att genomföra undersökningen kommer vara semi-strukturerade intervjuer.   Resultat och slutsats: Företaget har definitivt ökat sitt kundfokus och jobbar idag, med större fokus på god service och en slags proaktiv kundvård, tillsammans med kunden i syfte att hjälpa kunden att vara mer framgångsrik. Det ökade fokuset på kundvård och på att behålla kunden är en effekt utav affärsmodellens intäktsströmmar där intäkterna nu måste förtjänas varje dag.   Nyckelord: varudominant logik, tjänstedominant logik, SaaS (Subscription-as-a-Service), molnteknik, customer lifetime value, customer relationship management

This diploma thesis focuses on the problematics of providing ERP in Cloud. The main objectives of this thesis lie in either identification of the situation in the ERP market, provision of an outline of particular deployment models, evaluation of strong and weak parts of ERP in cloud in contractor's and customer's point of view and in charting of potential risks and chances for the area. Obtained theoretical findings are utilized in the practical part of the thesis. Its significant portion is dedicated to proposition of methodology for the selection of right ERP model supply. This is then used for the particular choice of Oracle JD Edwards implementation. To achieve these objectives author realizes an analysis of electronic and printed resources as well as consultations with experts and also uses his own practical experiencies from Algotech Corporation. The main contribution of this thesis is in the creation of comprehensive sum of problematics and in the formation of methodology for the right type of deployment selection. This is all considering the further application and verification on the example. Thesis is divided into five theme parts -- ERP, Cloud, ERP in Cloud, methodology and practical setting of the presented methodology.

This thesis focuses on the ubiquitous cloud computing trend and particularly Software as a Service. The main goal is to specify all pros and cons of this concept for its customers and also cloud providers. The global perspective is then specified to Software as a Service and deployment of SaaS ERP products. The next goal is to define an appropriate method to analyze a company's needs prior to switching to the cloud. Furthermore, recommendations as to whether the cloud is better than an on-premise version should result from the previous analysis. Another aim is to form a process for successful switch to the cloud and ensure all important aspects of using cloud services are covered. Theoretical findings and recommendations are used in a practical example of SaaS ERP deployment. To reach all goals, a theoretical analysis of all available monograph and electronic sources, covering cloud computing and consultations with experts from the company; Algotech BSC, were used. The main added value is in the dual point of view on the topic, from customer's and provider's viewpoints with a more detailed focus on ERP. The author suggests the right procedure for switching to the cloud, guidance with calculating ROI, TCO and preparing all necessary contracts and agreements.

This work is focused on the newly emerging field of Cloud computing and view of adoption of this technology in various industrial sectors. The first section explains the concept of cloud computing, its characteristics and individual models. The following part is a brief analysis of the size and development of the current market for cloud services. Next section focuses on the creation of industry categories acording to area of their business, together with their description. The actual categories are examined in part four, along with their expenditures on IT and state of Cloud's adoption, in addition with specific advantages and obstacles. Results from previous section are summarized in part five. In conclusion, the hypothesis is verified and the main findings summarized.

The diploma thesis is committed to mapping CRM applications available in cloud and trends within. The goal is to describe what CRM is, how it evolved into Cloud CRM, analyze main differences between the two approaches and analyze trends that can be observed in CRM market and CRM applications. This is coupled with description of the most common CRM solutions and products available both on-premises as well as on-demand. In the first part, the thesis introduces theory behind Customer Relationship Management and its different understanding by various authors. It also describes the most common functionality of CRM. The second part explores the world of CRM application, characterizing infrastructure behind, deployment models, access options, licensing models and technology. In the next part the three on-premise solutions -- Oracle Siebel, Microsoft Dynamics CRM and SAP 360 Customer are described in terms of their look and feel, functionality, social and mobile CRM capabilities and pricing. The next part finally deals with CRM in the form of Cloud, introduces the term cloud computing, clarifies when cloud is the right choice and generally compares costs of running CRM on-demand and on-premise. This is followed by trends description on CRM market and functionality. The last chapter describes two cloud CRM solutions for each of the enterprise, medium and small company target segments.

This thesis deals with a specific area of cloud computing - Enterprise Content Management services and their adoption among small and medium-sized businesses. The main goal is to identify and analyse factors affecting the expansion of cloud ECM services among SMBs. Secondary goals include definition of basic concepts, introduction of benefits and risks, definition of a suitable category, presentation of several products from this category, analysis of cloud computing adoption surveys, identification and analysis of main adoption barriers, description of products with focus on identified barriers and compilation of a set of recommendations for cloud service providers. These goals were achieved by studying literature, searching and analyzing cloud computing adoption surveys and consulting with professionals. This thesis contributes to the field with mapping of real world companies' opinions into practical recommendations for cloud computing vendors. Other contributions include definition of product parameters that are important when making a cloud ECM adoption decision, presentation of current market situation and how individual producers deal with main customers' barriers. Benefits for customers include cloud ECM market overview and showing which facts are worth their notice.

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.

The aim of our research paper is to depict and analyze the new trends and changes happening in the Information Technology industry during the recent years, that are most likely to have a long-lasting impact on how the usage of software technology is evolving. The overall trend that we are noticing in this market is about shifting more and more software applications from local computers to online networks generally known as The Cloud (the concept itself is named Cloud Computing). The reason for choosing this topic is that, overall, the Information Technology industry is deeply involved in our everyday lives. Therefore, it is important for us as individuals or businesses to be aware of the new trends happening in this field and learn how we can benefit from them. We will research these trends from the perspective of the providers of Cloud Computing services. We will analyze the challenges of establishing a new market for these services and debate the pros and cons of being the first mover or follower among big and small players. We will also investigate whether there is a dominant design under development. As means for our analysis, we will research the three main technologies used as a mean to implement the new concept of Cloud Computing, which are Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS). One result of our study is that the main players on the Cloud Computing market do not think in terms of national markets or geographical borders about their products. Since they are providing online services, we conclude that it is normal for all the players to see the market as one single entity rather than limiting themselves to geographical areas, which are obviously irrelevant for the Internet market. Another result is that there is confusion among the players when it comes to defining Cloud Computing, Software as a Service and Platform as a Service and the difference between these concepts. We consider as the main reasons for this confusion the fact that the Cloud Computing industry is not yet standardized, and every firm is having its own way of dealing with these new concepts. However, we believe that there is a complex market system under way. All the firms are apparently waiting for a technological standardization or a dominant design, before they will fully adopt and implement this technology. Moreover, most companies we analyzed believe that Cloud Computing will be, one way or another, the future in the Information Technology and Communication industry.

This diploma thesis was created for a fast-growing IT company and deals with an information systems selection and implementation. Theoretical background concerning the topic is described in the first part. Then, the company is analysed and its weaknesses are identified based on these results. The coverage of these weaknesses by selecting two information systems, which have been selected on predetermined requirements, is drafted in the next part. The implementation strategy is also proposed in the thesis, as well as the economic evaluation of these proposals.

Customer Relationship Management has been an integral part of the enterprise since two decades. Today, enterprises that focus on customer satisfaction need to manage their relationships with their customers effectively. This demand has allowed software vendors to create CRM solutions. The technology and broadband advancement allowed the CRM vendors to enhance their product portfolio by developing web-based CRM systems, in addition to their CRM on-premise solutions. These vendors adopted the business model in which CRM on-demand systems are provided via monthly-subscription fees, decreasing the total cost of ownership massively for enterprises in need of these systems. This business model is especially attractive for Small-To-Medium Enterprises who are searching for cost-efficient CRM systems. Currently, CRM on-demand market is quite saturated with more than 40 vendors providing similar solutions. Furthermore, CRM on-demand is delivered via Software-as-a-service method, which is a relatively new technology with unique benefits along with drawbacks. Thus, it’s of vital importance for managers in SMEs to make the right decision while evaluating the CRM on-demand option and systems. This research is meant to address this issue by building a proposed framework for CRM on-demand system evaluation. The inductive research uses qualitative and quantitative approaches for data collection and analysis. The evaluation criteria for CRM on-demand systems at a functional and general level were proposed. The general criteria were refined via collecting data from CRM on-demand experts and users in SMEs by structured questionnaires. Combining these criteria created the proposed framework which was applied to evaluate two major CRM on-demand systems in the market. The results indicate that CRM on-demand systems cover the basic functionalities of CRM including sales, marketing and service modules and offer enhanced functionality such as mobile CRM, social CRM and customizations. The research also revealed drawbacks of CRM on-demand systems such as disintegration with legacy applications, limited language support, limited country availability and technology maturity which needs to be addressed in the future. This research provides valuable insight for managers in SMEs when selecting CRM on-demand systems for their companies. Furthermore, the academicians interested in CRM and cloud computing could improve this initial proposed framework and adapt it further to different cases.