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Dissertations / Theses on the topic 'B2B Customer'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience. Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision

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Opanasenko, Mariia. "Customer journey in B2B SaaS business models." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-210625.

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In this paper customer journey for B2B SaaS business models was analyzed to study customer experience, customer success and its key performance indicators. The research method is the case study of Supplier Relationship Management SaaS solution provider. In recent years, the research in customer journey management identified the tendency of acknowledge customer journey as a differentiator and a competitive advantage. Customer journey is a complex process that entails structured customer experience/success measurement system. There is no standard approach or method that provides standardized set

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Johansson, Malin, Markus Nilsson, and Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers." Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.

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<p>In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and tru

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Lutz, Alexandra, and Van Nguyen. "Important attributes influencing B2B customer value in the EMS market." Thesis, Karlstads universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-7521.

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The thesis presents a study on important attributes which should be considered by the supplier in buying situations in the electronic manufacturing services (EMS) market. Hence, the importance level of attributes is investigated to see which attributes are more or less important when business-to-business (B2B) customers place an order. This can be interpreted as the relationship between the created value and the accompanying cost. For the success of this research work, both the qualitative and quantitative methods need to be applied. The importance of nine aspects is examined including: paymen

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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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Gomez, Andres Jorge. "Customer intimacy strategy in B2B technology businesses in Colombia." reponame:Repositório Institucional do FGV, 2015. http://hdl.handle.net/10438/16389.

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Submitted by Daniele Santos (danielesantos.htl@gmail.com) on 2016-04-05T18:31:05Z No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br>Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2016-04-12T20:12:48Z (GMT) No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br>Approved for entry into archive by Maria Almeida (maria.socorro@fgv.br) on 2016-04-16T16:41:27Z (GMT) No. of bitstreams: 1 Jorge.pdf: 3646118 bytes, checksum: 7f404e070608495a4e922e9ba0aa4397 (MD5)<br

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Cerimagic, Lejla, and Sigrid Aronson. "Att mäta kundnöjdhet inom B2B : B2B relationen mellan leverantör & distributör i en tjänstefieringskontext." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-176962.

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Title: Measuring customer satisfaction within B2B: The B2B relationship between supplierand distributor in a servitization context. Authors: Sigrid Aronson & Lejla Cerimagic Supervisor: Ramsin Yakob Background: The importance of relationships has increased along with the servitizationprocess of many manufacturers. The servitization leads companies to include several parties in their network. The specific relationship between manufacturer and distributor is found within many of these networks. Such B2B relationships, are crucial yet complex in its nature. However, limited research has been

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Jindrák, Jiří. "Optimization of Customer Service with Respect to Profitability and Customer Satisfaction: Case study of Hilti." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-199527.

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The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republ

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Vlčková, Michaela. "Marketingový výzkum spokojenosti zákazníka v oblasti služeb B2B." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224387.

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The master thesis is focused on a new industry of marketing – customer experience in the field of telecommunication services B2B. The theoretical part describes, analyzes and summarizes the basic concepts of information sources in the literature concerning the topic of customer satisfaction. In the analytical part the general theoretical basis and internal information of Vodafone Czech Republic are used for marketing research. On the base of obtained information are created proposals for Sales and Care deparments of B2B clients to increase customer satisfaction.

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Filová, Andrea. "Methodology of B2B Customer Segmentation in the Utilities on the Czech Market: Tool for Customer Classification into Segments." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-72717.

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Loyalty, improvement, better understanding of customers -- all these notions attract the interest and striving for improvement of many managers. The segmentation has become an indispensable part of path from a company to customers. Dividing market into distinctive groups allows a company to target customers in a better way. The energy industry in the Czech Republic is an example where the segmentation methodology is not working clearly, so entire organisations become disoriented as an effect of not clear B2B customer division. As there are not so many segmentation tools that would be made excl

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Lomas, Lorraine Marzilli. "Business-to-Business Marketing Perceptions| Customer Knowledge Management and Customer Engagement." Thesis, Walden University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10128788.

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<p> Business-to-business (B2B) marketing involves several components including the marketing management decision-making process and the buying behaviors of the B2B clientele and the end users. Disregarding customer knowledge management (CKM) and inaccurate analysis of data cost companies billions of dollars per year. The objective of this exploratory single-case study was to develop an in-depth analysis of the problem that some marketing managers have limited knowledge of how to use CKM strategies to improve B2B customer engagement. The dynamic capabilities and technological opportunism theori

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Fang, Er. "Creating customer value through customer participation in B2B markets : a value creation and value sharing perspective /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144415.

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Ramakrishna, Reddy Nikhil, and Jawahar Baskaran. "The Factors Influencing Customer Co-Creation." Thesis, Högskolan i Halmstad, Centrum för innovations-, entreprenörskaps- och lärandeforskning (CIEL), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-40786.

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In today's business, organizations are working with external stakeholders to develop a better product. Customers are one such stakeholder with whom organizations collaborate to develop a product fulfilling their needs. This process of Co-Creation facilitates organizations to get closer to their customers. Also in the study made in the year 2016 for the 19th annual global CEO survey, 90% of the CEOs have claimed Customers to be their main priorities. Further in the literature has also debated the process of customer co-creation being complex and studies have been made to understand the Ups and

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AMIRTHALINGAM, ILAKIA, and NADJA ZAHIRALDINNI. "Requirement Management in Product Development in B2B : A Study on the Process of Capturing Customer Requirements." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279771.

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Our world is ever-changing hence the surroundings ought to develop accordingly. This applies particularly to the product development process and therefore, it is of high priority to adapt to the changes. This can be achieved by observing the market and especially the customers. It is believed that customers possess certain knowledge that can be crucial pieces of information when developing products. According to the literature, involving customer will result in the increased diversity of information and as a result, this may enhance the quality as well as the development process. Nevertheless,

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Kato, Junichi. "Customer reactions and competitive responses to mergers in a B2B service industry." Thesis, Cranfield University, 2012. http://dspace.lib.cranfield.ac.uk/handle/1826/7867.

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The primary aim of this doctoral research was to empirically investigate customer and competitive reactions to post-M&A integration through both quantitative and qualitative customer perspectives, and to identify the business impact of these reactions and its potential causal mechanisms. The topic is widely recognised among practitioners but has received relatively little attention in the academic literature (Anderson et al., 2001; Schweiger and Very, 2003), which might explain the reason why decisive factors for M&A success are still elusive (Homburg and Bucerius, 2005). The research was carr

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Buss, Olga, and Gabriel Begorgis. "The Impact of Social Media as a Customer Relationship Management Tool : A B2B Perspective." Thesis, Karlstads universitet, Handelshögskolan, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-36382.

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This study explores the association between the Customer Relationship Orientation of a company, their Social Media Use through Social Customer Relationship Management Capabilities, with Customer Relationship Performance in order to determine if Social Media can be used as an effective Customer Relationship Management tool in a business-to-business context. In addition, the research will explain if the company’s expectations conform to the customer’s experience. Four digital managers within Swedish small and medium sized enterprises were interviewed and 34 of their corresponding customers took

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Ek, Hanna, and Mie Månsson. "Prissättning inom B2B-företag." Thesis, Linnéuniversitetet, Institutionen för ekonomistyrning och logistik (ELO), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-54102.

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Syfte: Syftet med studien är att genom en flerfallsstudie analysera och söka förståelse för sambanden mellan prissättningsstrategier och prissättningsmetoder som tillämpas hos företag som riktar sin verksamhet främst mot andra företag, B2B. Analysen av empirin sker med hjälp av redan existerande teorier om prisstrategier och prissättningsmetoder. Trots studiens fokus på ett visst företag inom en viss bransch är ändå förhoppningen att studiens slutsatser ska kunna vara av intresse för B2B-företag med samma kostnadsstrukturer. Metod: Ramen för studien utgörs av en deduktiv ansats med kvalitativ

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Degrell, Anna. "Applying Customer Involvement in B2B Sales : case study on a medical device company." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19851.

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Thesis Title: Applying customer involvement in B2B Sales – Case study on a medical device company Date: 10th of June, 2012 Subject, Course: Business Administration, 15 hec. Enterprising and Business Development, 2EB00E. Author: Anna Degrell, 25-01-1989 6647 Advisor: Magnus Forslund Examiner: Richard Nakamura Keywords: Customer Involvement, B2B, Sales, Organize, Apply, Value, Case Study, Medical Device Company Purpose: The purpose of this thesis is to increase the understanding of how customer involvement can be applied in business to business (B2B) sales. Method: the method of choice for this

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RIBEIRO, DANIELE MAGLUF. "EXAMINING CUSTOMER INFORMATION COLLECTION AND UTILIZATION PROCESSES IN B2B ORGANIZATIONS ADOPTING CRM STRATEGY." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2002. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=3222@1.

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No mercado altamente competitivo, as empresas procuram aumentar sua rentabilidade por meio do aumento da taxa de retenção de clientes. As organizações buscam identificar, capturar e analisar informações que permitam efetuar ações para manterem o relacionamento com seus clientes em um mundo de negócios em constante mudança. A estratégia CRM - Customer Relationship Management- tem como finalidade antecipar, entender e responder às necessidades dos clientes atuais e potenciais. Sua implementação é, na maioria dos casos,complexa, envolvendo custos bastante elevados. Os investimentos em te

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Sergue, Marie. "Customer Churn Analysis and Prediction using Machine Learning for a B2B SaaS company." Thesis, KTH, Matematisk statistik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-269540.

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This past decade, the majority of services have been digitalized and data more and more available, easy to store and to process in order to understand customers behaviors. In order to be leaders in their proper industries, subscription-based businesses must focus on their Customer Relationship Management and in particular churn management, that is understanding customers cancelling their subscription. In this thesis, churn analysis is performed on real life data from a Software as a Service (SaaS) company selling an advanced cloud-based business phone system, Aircall. This use case has the par

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STRÖMBERG, HANNA. "Data driven customer insights in the B2B sales process at high technology scaleups." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-296246.

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When scaling a company it is important to implement customer insights to achieve growth of revenue. Understanding and defining a suitable B2B sales process has also been shown to play an important part in enhancing sales, and traditional processes include multiple steps performed by sales representatives. One step revolves around the presentation of the offered product or service. For sales representatives to present a product or service successfully they must acquire or have deep knowledge of the customer, such as their industry trends and general business. This can be achieved by acquiring c

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Imbimbo, Francesco. "Customer Satisfaction per macchinari agricoli. Il caso Faresin Industries." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2018.

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Il presente lavoro ha come obiettivo la creazione di una struttura di rilevazione della Customer Satisfaction per un’azienda B2B operante nel mercato dei macchinari agricoli. La soddisfazione della clientela è un aspetto cruciale nei mercati odierni che sono caratterizzati da maggior competitività e conoscenza del cliente. L’azienda in questione è produttrice di macchinari agricoli sia per dealer che utilizzatori finali, con mission orientata alla costruzione di partnership con i propri clienti, volta ad intercettarne bisogni e insoddisfazioni. L’obiettivo del presente lavoro è quello di c

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Johansson, Daniel, and Patrik Fredriksson. "Customer Needings : Finding the Relationship Gaps between Rolls Royce and their Industrial Customers." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4263.

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<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rol

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Ambekar, Shubham, and Jonathan Andrews Danny Duke Samuel. "Investigating Perceive Value in B2B Setting." Thesis, Uppsala universitet, Institutionen för samhällsbyggnad och industriell teknik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-445340.

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Value is fundamental in business-to-business marketing, where marketing revolves around the term value. Understanding the value of offering through customers' eyes is important for business success. Due to the subjective nature of value, it's imperative to understand the value based on the customer's individual interpretation. In this context, perceived value plays a central theme for this study, and analyzed in the terms of benefits and sacrifices. But to capture the broader picture of customers' value functional, social, and emotional perceived values were considered. The research questions

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Fleischer, Hannes [Verfasser], Jens [Akademischer Betreuer] Hogreve, and Katja [Akademischer Betreuer] Gelbrich. "Customer experience in B2C and B2B interactions : a holistic and multidimensional perception [cumulative dissertation] / Hannes Fleischer ; Jens Hogreve, Katja Gelbrich." Eichstätt-Ingolstadt : Katholische Universität Eichstätt-Ingolstadt, 2020. http://d-nb.info/1213804434/34.

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Erbil, Karaca-Rojan. "Customer perceived value and the importance of information visualization in a B2B context : Case study of a Swedish low-volume, process-oriented manufacturing company." Thesis, Blekinge Tekniska Högskola, Institutionen för industriell ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-12826.

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It was Thomas Babington Macaulay who once stated that “… logicians may reason about abstractions. But the great mass of men must have images”. Recent research on visualization within the manufacturing industry has been focusing around the notion of how to improve performance measures, such as the effectiveness and efficiency of completing a task. Consequently, this led to the dimension of user experience in regard to a visualization becoming relatively neglected. Furthermore, it is mentioned that concepts which are created based on how they are perceived by the customer, have shown to be of si

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Alkhalil, Cindy, and Sophia Rehioui. "Brand Equity inom B2B startups : en kvalitativ studie om hur B2B startups arbetar med brand equity för att skapa konkurrensfördelar." Thesis, Södertörns högskola, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-34442.

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Over the past few decades, branding has become a priority for companies. A brand helps companies to differentiate themselves from their competitors, which creates competitive advantages. Most of the research on brands has primarily focused on consumer marketing. However, it has been found that the brand is just as important in business to business (B2B) companies, and that it also plays a big role when it comes to the survival av newly established company like for example startups. Startups differ from established companies through their innovative ideas and problem solving. However, they face

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Nabil, Samir. "Customer retention: Recipe for success in SaaS industries : Case study on leading B2B SaaS provider." Thesis, KTH, Industriell Management, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-231298.

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Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further customer attrition and instead promote customer retention. This study also aims to clarify the root causes of customer attrition existing within the current customer journey and suggest efforts aimed at increasing customer retention. Method: The methodology used in this study is qualitative in the form of semi- structured interviews and has used a deductive approach to research. The approach has been conducted as in

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Toutin, Joel. "Artificiell intelligens inom köpprocessen : En studie om att attrahera och behålla B2B-kunder." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-79290.

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The buying process has become an important outcome for firms to adapt to the changes in B2B buying. With an increased focus on delivering new customer experiences, firms are finding themselves with lots of customer data that needs to be analyzed. Prior literature has found that technology such as artificial intelligence could be the next logical step in marketing for analyzing and managing customer data but sees slow adoption. This study examined how artificial intelligence can be used to attract and retain B2B customers in the buying process. Empirical data was collected as a multiple caste s

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Kalfas, Alice, and Marlene Svensson. "Dermarome is launching a B2B website : A qualitative study which considers investment theories, and how a B2B website can influence the customer purchasing behaviour." Thesis, Umeå universitet, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-184157.

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Digitalization is an important aspect for future growth of all organizations, and especially in times like the past year where most of the world has been faced with covid-restrictions and lockdown. Dermarome is a leading skincare and beauty distributor and are currently in the process of launching a new B2B website and web-shop. The aim of this research is to provide an answer to the following interrelated research questions: 1. How do the management of Dermarome decide on their investments in the business- to- business IT infrastructure? 2. How will the launch of the business- to- busine

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Agag, Gomaa. "A framework for B2C and B2B e-commerce ethics and its effect on customer satisfaction : a comparison study between the UK and Egypt." Thesis, University of Plymouth, 2016. http://hdl.handle.net/10026.1/4588.

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Internet is fundamentally transforming the nature of the relationship that businesses have with consumers and the public. While e-commerce has witnessed extensive growth in recent years, consumers concerns regarding ethical issues surrounding online shopping also continue to increase. With increasing acceptance of the internet as a source for retail, ethical issues concerning internet usage have prompted serious concerns to consumers and created new challenges for practitioners. These growing concerns about safety and ethical behavior in online retailing can harm and restrain internet retail g

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KASSEM, ALEXANDER, and HAKIM LIAM JAFAR. "Assessing critical success factors (CSFs) for a supplier in a relationship-driven B2B-market." Thesis, KTH, Industriell Management, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-199221.

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It is necessary for firms to consider and understand sales and buying processes to improve relationship initiation and accommodate the buyers and end-customers. Relationships within the supply chain enable firms to access beneficial abilities to overcome challenges and complexities of new products, shrinking time to market, capital intensities and thus meeting competitive challenges. Developing strategic partnerships with key supply chain actors is an emerging trend in supply chain management. Firms are seen as complex nodes in interdependent supply chain networks where competitive advantages

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Hrubešová, Kateřina. "Věrnostní program jako nástroj podpory prodeje na trzích B2B." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-114380.

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This thesis focuses on the need for and the benefits of customer loyalty programs within the framework of the B2B sector. Furthermore, the thesis highlights the need to work with existing customers to enable a more profitable and prosperous business relationship for both parties. The thesis begins with both positives and negatives of implementing a loyalty program and the associated obstacles and costs. Moreover, the thesis documents the benefits of increased cooperation with existing customers/clients to enable better revenue streams/returns for minimal investment and time as opposed to sourc

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Robertsson, Julia, Anne Carlsson, and Sanne Pedersen. "Casually Connecting with Customers : A study on how B2B microenterprises use customer data from social media in order to increase sales." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-447718.

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This study is using an inductive explorative approach to investigate how micro-enterprises within the marketing consulting industry collect and use data for the purpose of increasing sales. A micro-enterprise is considered to be a company that employs no more than 10 people and/or whose annual turnover is no more than 2 million EUR. The research applies the concept of social selling and development of emergent technologies to understand the methods used by examined salespeople within the marketing agencies examined, and to answer the research question: How is customer data from social selling

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Osman, Yasin, and Benjamin Ghaffari. "Customer churn prediction using machine learning : A study in the B2B subscription based service context." Thesis, Blekinge Tekniska Högskola, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-21872.

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The rapid growth of technological infrastructure has changed the way companies do business. Subscription based services are one of the outcomes of the ongoing digitalization, and with more and more products and services to choose from, customer churning has become a major problem and a threat to all firms. We propose a machine learning based churn prediction model for a subscription based service provider, within the domain of financial administration in the business-to-business (B2B) context. The aim of our study is to contribute knowledge within the field of churn prediction. For the propose

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PIERANTONELLI, MARCO. "CRM System Implementation and Customer Portfolio Analysis in Micro B2B Companies: The Case of Antrox." Doctoral thesis, Università Politecnica delle Marche, 2017. http://hdl.handle.net/11566/245344.

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La tesi riguarda l’esperienza con la creazione e l'implementazione di un sistema di Customer Relationship Management (CRM) in una micro azienda industriale italiana che opera nel mercato dell'illuminazione, di nome Antrox. Il quadro teorico adottato è quello sviluppato da IMP Group (Industrial Marketing and Purchasing Group) a proposito delle relazioni business-to-business. Come evidenziato da Walter et al. (2001) le relazioni con i clienti possono svolgere diverse funzioni per l’azienda. Le funzioni dirette riguardano le attività e le risorse che creano valore per l’azienda venditrice senza

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Larsson, Ludvig, and Kasia Kucybala. "En kundrelations liv på B2B-marknaden : En kvalitativ fallstudie av ett företag inom den svenska träindustrin." Thesis, Högskolan Dalarna, Institutionen för kultur och samhälle, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:du-37635.

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I en värld som präglas av ny teknik, ökad konkurrens och skiftande behov är det viktigt att kunna attrahera sina kunder. Relationsmarknadsföringen fick sitt genomslag på 1970-talet och är idag ett mer frekvent använt begrepp än tidigare. Vår studie har undersökt hur ett företag inom den svenska träindustrin arbetar med relationsmarknadsföring och kundrelationer på sin B2B-marknad. Studien önskar bredda kunskapen inom ämnet och bidra med ny forskning till branschen. Syfte Syftet är att öka förståelsen för de faktorer som påverkar hur kundrelationer utvecklas och vad som kännetecknar dem. Metod

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Lejon, Elina, Linda-Marie Wahlund, and Jennie Berggren. "What Influences B2B Buying Behaviour? : An empirical study of Fläkt Woods and its customers." Thesis, Jönköping University, JIBS, Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-282.

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<p>This study has been conducted in cooperation with Fläkt Woods, an industrial supplier of ventilation systems. The study only concerned chilled beams which are an explicit group of ventilation products within Fläkt Woods’ product portfolio. The purpose of the study was to explore how Fläkt Woods’ customers perceive certain elements when choosing Fläkt Woods as a supplier of chilled beams and why they perceive them the way they do. The elements include quality, service, technical performance, technical knowledge, communication, time of delivery, installation, calculation program, flexibility,

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Spadoto, Fábia Auxiliadora Pereira de Mattos. "Tratamento preferencial ao cliente na relação de mercado B2B: um estudo com fornecedores do setor farmacêutico no Brasil." Pontifícia Universidade Católica de São Paulo, 2018. https://tede2.pucsp.br/handle/handle/21443.

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Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2018-09-26T10:05:03Z No. of bitstreams: 1 Fábia Auxiliadora Pereira de Mattos Spadoto.pdf: 2218826 bytes, checksum: a415bdaff1e7fdb74668b79bec80ba43 (MD5)<br>Made available in DSpace on 2018-09-26T10:05:03Z (GMT). No. of bitstreams: 1 Fábia Auxiliadora Pereira de Mattos Spadoto.pdf: 2218826 bytes, checksum: a415bdaff1e7fdb74668b79bec80ba43 (MD5) Previous issue date: 2018-07-19<br>Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES<br>The supply chain management or value chain has always had its orientation aimed at gene

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Jonson, Filip, and Love Hedvall. "Churn inom SaaS : En fallstudie om betydelsefulla kundattribut inom ett SaaS-företag med B2B kunder." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104615.

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Software as a service (SaaS) är en affärsmodell som syftar till att användaren prenumererar på en mjukvara Mjukvaran levereras över internet vilket medför att användaren inte behöver tänka på mjukvaruuppdateringar och driftunderhåll av servrar. Churn innebär att användaren avslutar sin prenumeration hos ett företag och därmed slutar vara kund. Förvärv av nya kunder är en dyr process, som kan kosta upp till fem gånger mer än att sälja till en redan befintlig kund. Tidigare forskning inom churn har främst varit koncentrerad till telekombolag. Undersökningar har specialiserats på maskininlärnings

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Birck, Alan Rodrigues. "Drivers de Customer Equity e vendas futuras : uma aplicação do modelo de Vogel, Evanschitzky, Ramasesham no B2B." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2013. http://hdl.handle.net/10183/101506.

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Em um ambiente em que o marketing busca formas de avaliar os impactos de suas ações, Vogel, Evanschitzky e Ramaseshan (2008) sugerem que o uso do customer equity (CE), como uma medida do comportamento futuro de clientes de uma empresa, é um ativo estratégico que exige um gerenciamento efetivo com monitoramento tanto para detectar sinais de erosão neste valor, como para adequar programas para melhorá-lo. Vogel et al. (2008) associaram os condutores de CE, proposto por Rust, Zeithaml e Lemon (2000) e vendas futuras, contribuindo, em especial, com um modelo que inclui um construto de lealdade e f

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Nené, Rodrigo Lopes. "Estudo da implementação de um sistema de CRM B2B na indústria hoteleira – segmento MICE." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/17286.

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Mestrado em Ciências Empresariais<br>A adoção de ferramentas de Customer Relationship Management e fundamental para o continuo crescimento das empresas, desenvolvimento do conhecimento dos seus clientes, criação de produtos e/ou serviços que satisfaçam as necessidades dos mesmos e que criem vantagens competitivas em relação aos seus concorrentes. As empresas hoteleiras não são exceção, por essa razão existe a necessidade de elaborar um estudo sobre o desenvolvimento de uma ferramenta de CRM para o segmento de negócio Meetings, Incentives, Conventions & Exhibitions (MICE) das mesmas. Desta form

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Wendel, Ellen. "Does high product complexity & production cost drive high customer involvement in product development?" Thesis, Växjö universitet, Ekonomihögskolan, EHV, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-29173.

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Does high products complexity & production cost drive high customer involvement in product development? Author: Ellen Wendel Tutor/Examiner: Sarah Philipson Background The purpose of this thesis first arose when interviewing the CEO and the chief of product development of a Swedish wood company. The lack of communication between the two of them and the overall information flow within the company seemed to me brutally bad. When leaving that company a question popped up: Do a low production cost/unit and/or a low product complexity on an industrial market result in low customer involveme

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Pienaar, Nico. "The role relationship benefits have on customer equity in the business-to-business environment." Diss., University of Pretoria, 2013. http://hdl.handle.net/2263/41987.

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This study aims to extend previous research studies investigating drivers of customer equity in a business-to-business environment. The study also aims to address the role of relationship benefits on customer equity in a business-tobusiness environment beyond psychological, functional and social benefits. Furthermore the study focuses on the importance of building relationships influencing customer equity in organisations operating in a business-to-business environment. The study is based on two phases. Phase one consisted of face-to-face interviews with experienced professional indivi

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Ravichandran, Balachandar, and Harshavardhan Ramanujam. "Implementing Design Thinking principles for increasing customer centricity in a B2B company : A case study at Mycronic." Thesis, KTH, Produktinnovationsteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-281244.

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Design Thinking (designtänkande) är ett kundfokuserat förhållningssätt som används för att stödja innovation. Sedan starten har designtänkandet utvecklats från ett rättframt sätt att lösa tekniska designproblem till en komplex paraplykonstruktion för innovation och förhållningssättet har genom åren blivit ett allmänt accepterat och målinriktat tillvägagångssätt för effektiv produktutveckling. Flera av de praktiska användningsfallen som finns tillgängliga om designtänkande i forskning hänvisar till ett enskilt fall för att lösa specifika problem eller dess tillämpning i business-tocustomer före

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Hallgren, Caroline, and Paula Mamusha. "How can B2B companies improve their customer experience- : By using sensory marketing in a digital context." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105781.

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Sensory marketing is a broad concept that can be used as a marketing tool. The sensory marketing can be used in different ways and in different environments. The most common use for sensory marketing in a B2C environment where the customer can interact with their senses more.But how do B2B companies comprehend sensory marketing in a digital environment. The use of sensory marketing is a hard marketing tool to use when applying it to the digital environment. Therefore, the purpose of this thesis has been to examine how B2B companies can implicate sensory marketing in digital marketing and how i

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Cherubim, Claudio Luiz. "Business To Business (B2B) service processes: an approach to customer complaint process evaluation towards service excellence." reponame:Repositório Institucional do FGV, 2007. http://hdl.handle.net/10438/5735.

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Made available in DSpace on 2010-04-20T20:20:32Z (GMT). No. of bitstreams: 1 98726.pdf: 2286737 bytes, checksum: 7252846ee0d42bf99d53aa0132ab4b86 (MD5) Previous issue date: 2007-12-05T00:00:00Z<br>Trabalho de Dissertação que identifica as decisões estratégicas relacionadas com a estrutura de gestão de serviços, no contexto de tratamento de reclamações. Os temas de recuperação de serviços e gestão de reclamações são discutidos e são listadas as melhores práticas com o objetivo de prover qualidade de serviço excelente. Este trabalho apresenta uma revisão da literatura sobre gestão de serviço

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Al, Daghstani Asem, Husam Imran Mousa, and Mohammad Rastegari. "Social media marketing in B2B : Can customer engagement help increase brand awareness? A Mixed Methods Study." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-87302.

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As social media platforms are increasingly becoming more popular and a part of everyday life, Business-to-Business (B2B) marketers from different industries are realizing social media’s potential for achieving marketing purposes. However, scientific literature regarding social media usage in B2B contexts is still filled with gaps in knowledge; especially when compared to literature about social media usage in Business-to-Customer (B2C) contexts. One of these research gaps is the lack of niched information about each effect of using social media. This paper aims at contributing to filling this

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Mousa, Husam Imran, Daghstani Asem Al, and Mohammad Rastegari. "Social media marketing in B2B : Can customer engagement help increase brand awareness? A Mixed Methods Study." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-87485.

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As social media platforms are increasingly becoming more popular and a part of everyday life, Business-to-Business (B2B) marketers from different industries are realizing social media’s potential for achieving marketing purposes. However, scientific literature regarding social media usage in B2B contexts is still filled with gaps in knowledge; especially when compared to literature about social media usage in Business-to-Customer (B2C) contexts. One of these research gaps is the lack of niched information about each effect of using social media. This paper aims at contributing to filling this

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Johansson, Isabelle, and Anton Klein. "Word of mouth inom Business to Business : En studie om ryktesspridning genom information mellan företag." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-35143.

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Syfte: Syftet med vår studie är att undersöka och analysera hur WOM påverkar relationer mellan företag inom B2B. Metod: Denna studie har med tio semistrukturerade intervjuer utgått från en kvalitativ forskningsmetod. Insamlat material från respondenterna har tolkats genom en tematisk analys. Resultat & Slutsats: Studiens resultat visar att företag agerar mer efter fakta än rykten eftersom de anses var grundlösa. Relationen mellan företag påverkas av oförutsägbara händelser och word of mouth används för informationsspridning och för att få uppmärksamhet. För att skapa kundvärde försöker för

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