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Dissertations / Theses on the topic 'Segmentação e Customer Relationship Management (CRM)'

Author: Grafiati

Published: 7 September 2021

Last updated: 29 July 2025

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1

Fernandes, Maria Clara Piçarra. "Atendimento bancário e qualidade de serviço prestado: estudo de caso: clientes gama alta da Região de Évora da Caixa." Master's thesis, Universidade de Évora, 2007. http://hdl.handle.net/10174/17000.

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O sector bancário ao longo dos últimos anos tem sofrido mudanças profundas, fruto de uma maior concorrência, e da alteração do comportamento dos consumidores caracterizados por uma maior exigência em termos de serviço bancário prestado. Os produtos e serviços atualmente oferecidos são extremamente vulgarizados e facilmente copiáveis, pelo que a qualidade do atendimento e do serviço prestado ao cliente será sem dúvida o principal diferencial competitivo das instituições. Tendo em atenção este contexto, e através de um estudo de caso - clientes gama alta da região de Évora da Caixa Geral de Depó

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Paleo, Oswaldo Silva. "Gestão de relacionamento dos clientes com foco no mercado B2B através da metodologia de segmentação post hoc focometria." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2014. http://hdl.handle.net/10183/118858.

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O presente trabalho tem como objetivo central a proposição de ferramentas de gestão do relacionamento com os clientes, tendo como base analítica a utilização da segmentação dos clientes com foco no mercado industrial ou B2B. Para tanto, a metodologia de segmentação pós-fato proposta pelo autor, denominada de Focometria, terá como base de dados o comportamento histórico de compras dos clientes mensurado pelos descritores: valor, recência e frequência. O valor mede a margem de contribuição gerada por cada cliente; a recência mede o tempo transcorrido entre a data de corte estabelecida e a última

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Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.

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Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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Nguyen, Bang Xuan. "Customer relationship management (CRM) and perceptions of unfairness." Thesis, Oxford Brookes University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.532052.

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This study concerns the role of CRM in enhancing and maintaining fairness in relationships between a firm and its customers. This study has two aims. The first main aim of this research is to understand how customers form perceptions of unfairness of CRM by investigating the influence of CRM offerings on the advantaged and disadvantaged customers in the retailing sector. The second aim is to develop a comprehensive model of perceptions of unfairness in a CRM context and to empirically test the relationships between CRM offerings, relationship stage, inequality comparisons, negative inferences

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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic

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Zablah, Alex Ricardo. "A Communication Based Perspective on Customer Relationship Management (CRM) Success." Digital Archive @ GSU, 2006. http://digitalarchive.gsu.edu/marketing_diss/11.

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Although little empirical evidence exists to support this contention, the extant literature suggests that firms can potentially achieve two types of benefits from developing a CRM orientation: (1) increased efficiency in the allocation of resources destined for relationship building and maintenance activities, and (2) enhanced exchange relationship outcomes through the provision of superior customer value (Zablah, Bellenger, and Johnston 2004). This effort focused on the latter of these purported benefits and sought to answer the following two fundamental questions: (1) does a CRM orientation

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Steyn, Helena. "A socio-technical approach to customer relationship management (CRM) systems." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/49853.

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Thesis (MBA)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: The networked economy has resulted in the customer having an unprecedented choice and control over how he/she chooses to do business and with whom. In addition, the ever-increasing commoditisation of products and services has forced businesses to re-evaluate their sources of sustainable competitive advantage. The ability to differentiate an organisation from others has therefore become a major business advantage. Customer Relationship Management (CRM) is considered the most significant and only remaining differentiator. G

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Martins, Diana Tavares Grazina. "Factors that influence the success of customer relationship management adoption." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/5898.

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Mestrado em Ciências Empresariais<br>The global market is constantly evolving which means companies need to continuously innovate their businesses and understand new ways to keep in touch with their customers. One way to do it is by resorting to Information Technologies (IT) such as Customer Relationship Management (CRM). This kind of information system allows companies to gather data from their customers and transform it into information they can use to better achieve any expectations their clients may have while engaging in closer relationships with them. However, not all companies can succe

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Esteves, Paulo Sérgio Filipe Mena. "Social CRM adoption in a higher education institution." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10395.

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Mestrado em Gestão de Sistemas de Informação<br>Neste estudo foi adoptada a definição proposta por Choy, et al. (2003) e Shaw (1999) onde o Customer Relationship Management é definido como o processo pelo qual uma empresa envereda por uma estratégia de procura de maximização da informação sobre os seus clientes num esforço para aumentar a sua lealdade e pronlogar a relação comercial. A Web 2.0 é o termo geralmente usado para descrever a chamada segunda geração da World Wide Web e está intimamente relacionado com o fenómeno da interacção e partilha de informação online (Barsky & Purdon, 2006).

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Domingos, Gonçalo Henrique Correia Nabais. "Mobilidade como base da estratégia de CRM." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2873.

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Mestrado em Ciências Empresariais<br>Actualmente, podemos dizer que vivemos na era tecnológica, todos os dias sai para o mercado um novo gadget que poderá ser útil ou não às empresas. Estas tentam a todo o custo reforçar o seu relacionamento com o cliente, porque sabem que este é o seu bem mais precioso. Percebemos então a importância de ter uma ferramenta para gerir o relacionamento com o cliente, a solução é o Customer Relationship Management, mas nos dias que correm estão sempre a surgir melhoramentos e novas ferramentas que se adaptem cada vez mais às necessidades tanto das empresas como d

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De, Rose Andrea. "Progettazione e realizzazione di un Software Customer Relationship Management (CRM)." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2018. http://amslaurea.unibo.it/17024/.

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Sviluppo di una applicazione web in ambiente ASP.NET MVC collegata ad un database MongoDB per il Customer Relationship Management, in particolare per la gestione delle candidature per le posizioni lavorative dell'azienda forlivese Axot S.R.L. che si occupa di web developement per piccole e grandi aziende in vari settori economici. Tramite il nuovo sistema, i responsabili Human Resources possono analizzare le candidature pervenute dal sito web, organizzare colloqui ed inviare i candati ai clienti. La tesi è strutturata in analisi, progettazione, implementazione, test ed installazione del sist

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Lam, Lai Ki. "Adoption of Customer Relationship Management (CRM) in local manufacturing industry /." access full-text access abstract and table of contents, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/thesis.pl?mphil-meem-b19887292a.pdf.

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Thesis (M. Phil.)--City University of Hong Kong, 2005.<br>"Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of Philosophy." Includes bibliographical references.

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Simões, Ana Elizabeth. "Gestão de relacionamento com base no CRM - Customer Relationship Management." Florianópolis, SC, 2002. http://repositorio.ufsc.br/xmlui/handle/123456789/82564.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-19T16:13:16Z (GMT). No. of bitstreams: 1 196384.pdf: 556481 bytes, checksum: 2c3076341a643811555d1aa323d1b61b (MD5)<br>Este estudo visa conhecer as possíveis utilizações do CRM-Customer Relation ship Management - na empresa Datasul - em Joinville (SC). Esta empresa domina hoje o mercado denominado "middle market", com as mais diversas ferramentas de apoio a operações tanto no back office quanto no front office. Propõe t

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Song, Yan, and Bin Wei. "Crucial Factors in Customer Relationship Management : A Chinese Perspective of the Telecommunication Industry." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-16286.

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Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and our purpose is to identify important factors during the management of customer relationship in China. We have studied one of the largest Chinese Telecom companies.

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Salman, Kanbar Ahmad. "Handelsbankens användande av CRM -Är det lönsamt?" Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-14998.

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Frågeställning: På vilket sätt används CRM av Handelsbanken och hur påverkar det bankens lönsamhet? Syfte: Syftet med detta arbete är att kunna öka kunskapen om hur Handelsbanken tillämpar CRM och för att undersöka om användandet av CRM i bankens verksamhet är lönsamt eller inte. Metod: För att svara på studiens syfte blev en intervju utförd med Handelsbanken. Ännu en anledning till varför en intervju gjordes var på grund av att det var nödvändigt för att få det primärdata som behövdes och för att förstå hur banken använder sig utav CRM. Information blev även hämtat från olika källor såsom lit

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Gregório, Tânia Isabel da Costa. "Customer Relationship Management (CRM) em agências de recrutamento a nível europeu." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11070.

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Mestrado em Marketing<br>As empresas estão cada vez mais centradas no cliente e em novas formas de os abordar individualmente. As tecnologias mobile e da Web 2.0 têm permitido às empresas desenvolver-se neste campo e aproximar-se dos clientes. A presente investigação foca-se na forma como os sistemas de Customer Relationship Management (CRM) são utilizados pelas empresas de recrutamento a nível Europeu por forma a ajudar os candidatos a encontrar emprego de forma personalizada. Para melhor compreender a utilização destes sistemas de CRM, a metodologia utilizada para este estudo exploratório fo

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Lönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på ly

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Li, Ke. "Customer Relationship Management: from Conversion to Churn to Winback." Diss., Temple University Libraries, 2013. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/221333.

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Business Administration/Marketing<br>Ph.D.<br>With the grant of a big CRM dataset from a large media company, this dissertation examines four different categories of factors that could impact three stages of customer relationship management, namely customer acquisition, retention, and winback of lost customers. Specifically, with the aid of machine learning method of random forests and text mining technique, this study identify among the factors of customer heterogeneity (e.g. in usage of self-care service channels, duration of service, responsiveness to marketing actions), firm's marketing in

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Hansson, Per, and Anton Persson. "Transitioning to a new Customer Relationship Management System: Challenges and Recommendations." Thesis, Malmö högskola, Fakulteten för teknik och samhälle (TS), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20754.

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Abstrakt (Svenska) - Vikten av att ha effektiv hantering av kundrelationer (CRM) inom företag väger mycket, för att på ett lyckat sätt öka förståelsen och samarbeten med kunder. Företag ändrar eller uppdaterar sina CRM system för att kunna öka arbetseffektiviteten. Kunder och marknad utvecklas ständigt, och för att kunna följa upp med större datamängder och ökad konkurrens bör företag använda sig utav effektiva sätt att arbeta på, när det gäller hjälp med att göra data mer tillgängligt. Om företag inte framgångsrikt integrerar sina CRM system kan de halka efter och försämras. Ett byte gällande

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Gruber, Jacqueline, and Mei Hong Svensson. "Customer Relationship Management (CRM) : A multiple case study: analysing the critical factors of CRM implementation." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19444.

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Nowadays a company’s focus has shifted from a product-centric view to a more customer-centric view. Customers play a major role for doing business with companies. That leads to the purpose of this research, which is to identify critical factors of CRM implementation and to gain a deeper understanding of how companies deal with those critical factors. This was done with the help of a qualitative method, where six case companies were taken under the research. These six case companies are operating in different industries (1) laundry system industry, (2) printing industry and (3) heavy industry.

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Schweitzer, Alessandra. "Pressupostos para o gerenciamento de soluções de CRM (customer relationship management)." Florianópolis, SC, 2004. http://repositorio.ufsc.br/xmlui/handle/123456789/87554.

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Tese (doutorado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-21T21:57:02Z (GMT). No. of bitstreams: 1 205206.pdf: 991968 bytes, checksum: 5ba5835c1f7549491bc2b56737905a53 (MD5)<br>Um dos motivos do alto índice de insucesso das estratégias para a implantação da gerência de relacionamento com o cliente, ou CRM (Customer Relationship Management), é a dificuldade das organizações de avaliar o desempenho e o valor do CRM para o seu negócio. Este trabalho define os pressupostos para o gerenc

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Lam, Hoang Chau, and Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result &

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Serar, Asia, and Loza Wanna. "Customer Relationship Management : Vad är de bakomliggande faktorerna till att olika företag misslyckas med CRM-implementering?" Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-19315.

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Syfte: Syftet med studien är att undersöka och analysera hur företag implementerar CRM i avsikt att identifiera de bakomliggande faktorerna till att företag misslyckas med en CRM implementering. Teorier: CRM som process, Implementeringsstrategier, Implementeringsmodell Metod: Kvalitativ studie som består av fyra semi-strukturerade intervjuer med olika företag. Empiri: Består av fyra intervjuer med CRM-ansvariga från respektive företag Slutsats: Om företaget förstår och tar hänsyn till alla faser i CRM implementering, och generellt anser att alla faser är lika viktiga då alla delar går ihop, le

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Vikström, Fredrik. "How does Organizational Culture Impact Intention to use Customer Relationship Management Amongst Employees?" Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-60033.

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Purpose: The aim of this thesis is to elaborate on if organisational culture has an impact on the intention to use a CRM system. Methodology: The data was collected by use of an online questionnaire, the questions used were created based on the literature review andmeasured according to a 5 point Likert-scale Conclusion: Organisational culture has no meaningful impact on intention touse CRM. This since each of the culture types produced results which were outside acceptable perimeters. Out of the three aspects of the technology acceptance model,attitude has the biggest impact on intention to u

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Johansson, David, and Mikael Westin. "CRM-En fallstudie av Nordea Private Banking." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23378.

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Title: CRM – A case study of Nordea Private Banking Autors: David Johansson & Mikael Westin Advisor: Ulf Aagerup Level: Bachelor thesis in International marketing, (15 ECTS), Spring 2013. Keywords: CRM, Relationship marketing, Private Banking Question: How does Nordea Private Banking work with CRM to get high customer loyalty? Purpose: Study and to learn how Nordea Private Banking is w

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Lundgren, Emilie, and Yamila Mingo. "Faktorer som påverkar kunders relation till ICA." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.

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Enlund, Sebastian, and Daniel Kauppinen. "Hur används CRM i ishockeyklubben VIK Hockey vars organisation definieras som en hybridorganisation : Hur används CRM i en hybridorganisation?" Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-20261.

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Seminariedatum: 2013-05-30 Kurs: Mälardalens Högskola, FÖA300, Kandidatatuppsats i Företagsekonomi, 15hp. Författare: Sebastian Enlund & Daniel Kauppinen, Västerås. Titel: Hur används CRM i ishockeyklubben VIK Hockey vars organisation definieras som en hybridorganisation? Handledare: Angelina Sundström. Nyckelord: CRM, Customer Relationship Management, 7P, hybridorganisation . Syfte: Syftet med denna uppsats är att beskriva användandet av CRM i en hybridorganisation. Detta kommer göras genom att studera VIK Hockeys användande av CRM. Metod: En kvalitativ metod har använts för att erhålla e

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Bártová, Petra. "CRM ve strategii mezinárodní firmy." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-142178.

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This diploma thesis is devoted to evaluation of the importance of CRM (Customer relationship management) in the strategy of a large international company. Specifically, it concentrates on the assessment of barriers as well as advantages which accompany the CRM implementation process into the existing corporate structures. The analytical section of this diploma thesis is patterned on various definitons of the term "CRM" and also deals with partial aspects of CRM and with its relationship to marketing and business processes within the company. The practical section explores the situation in the

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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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Belachew, Yohannes, Amanda Hoang, and Joseph Kourieh. "Mobile Customer Relationship Management : A study of barriers and facilitators to mCRM adoption." Thesis, Jönköping University, JIBS, Business Informatics, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-795.

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<p>Managing customer relations had become a necessity for companies who want to succeed in today’s customer oriented market. New systems are developed that allow firms to manage and govern their relationships to the customers. These applications are called Customer Relationship Management (CRM) Systems and have become one of the most widely adopted business solution in the private sector. In the mean time, mobile internet and mobile marketing have become two of the most popular subjects mentioned in business literature today.</p><p>A new system that combines CRM and mobile technologies has rec

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Lyttle, Brooke Ellen. "The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Propery and Casualty Insurance." Cleveland State University / OhioLINK, 2008. http://rave.ohiolink.edu/etdc/view?acc_num=csu1210797828.

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Sangita, Patel. "Voices from below: a critical perspective of customer relationship management (CRM) ssytem." Thesis, University of Manchester, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.493308.

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This thesis critically analyses the current popular strategy: Customer Relationship Management (CRM). To date, vendors and management consultants have made significant contributions to existing literature. Important issues have been raised such as the potential benefits to both the organisation and customers. These were promises of achieving strategic objectives and competitive advantage, developing mutual trust and personal relationships, integrating and sharing information across the organisation, providing consistent levels of services through different communication mediums and re-living t

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Schleich, Christopher W. "Designing a Customer Relationship Management (CRM) System for the Home Automation Industry." Thesis, California State University, Long Beach, 2017. http://pqdtopen.proquest.com/#viewpdf?dispub=10263119.

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<p> In recent years, businesses have begun storing their data in the Cloud due to an increased demand for having business information accessible at remote locations. A large portion of the technology used to store company data in the Cloud is generic software with features applicable to most types of industries. However, the home automation industry does not fit this mold. </p><p> Home automation companies’ employees spend most of their time working away from the office. As such, they need to have business information - such as contacts, tasks, work orders, purchase and change orders,

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Samusenko, Krystyna, Mariam Malende, and Kristi Tootmaa. "Customer Relationship Management: A tool for consumer relationship development : A case study of Swedbank." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-28541.

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Johansson, Daniel, and Patrik Fredriksson. "Optimizing CRM Readiness : Specifying a CRM Strategy for Volvo Penta." Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-7078.

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Purpose: The analytical purpose of this thesis is to link theory on how business processes should be designed to strenghten customer relationships, with empirical data on what these processes presently look like. The empirical purpose is to formulate a CRM strategy for Volvo Penta. This will be done by analyzing how the current processes of the company are designed and what limitations and possibilities the market characteristics offer. Method: A triangulated research method with focus on qualitative interviews is used in the form of in-depth, face-to-face interviews. Thirteen such interviews

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Rönn, Magnus. "Customer Relationship Management : En studie om hur företag arbetar med CRM och orsaker till misslyckade implementeringsförsök." Thesis, Södertörns högskola, Institutionen för ekonomi och företagande, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-16570.

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In relation to the paradigm shift that took place between the marketing mix and relationship marketing, and the emergence of information technology in the 90:s, the Customer Relationship Management (CRM) has become a frequently used concept in marketing. Most definitions and approaches have been generated from previous studies, but the concept is still criticized for the number of failed implementation attempts. Along a discussion of the area has an elaborate theoretical foundation remained as the foundation for the study development and utilized in all the sections of the study. The study, wi

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Kouklík, Václav. "CRM v pojišťovnictví." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-72456.

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The thesis is focused on the Customer Relationship Management in an insurance company. The goal is to provide complex view on the issue of customer relationship management in the insurance, then identify the specific knowledge of insurance industry and consequently use it for analysis and design of selected processes of CRM. For these processes is also needed to design relevant performance indicators. These goals can be reached by mapping those processes in insurance companies, which are supported by CRM, to the standard functionality of the CRM system. For gaps is necessary to consider changi

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Pesic, Stefanie, and Emmy Pham. "Användning av CRM-system : En kvalitativ studie om CRM-användning för att stödja företags kundrelationer." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-27783.

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Företag befinner sig i en konkurrenskraftig värld och för att lyckas överleva måste de ta hand om sina befintliga kunder såväl som attrahera nya. Med hjälp av dagens teknologi, har företag möjlighet att lagra information om sina kunder och kan därför få en ökad förståelse för kunders beteende och önskemål. CRM-system (Customer Relationship Management-system) är ett hjälpmedel i detta arbete och har därför blivit en prioriterad investering för företag då kunder betraktas som dess viktigaste tillgång. CRM-system är en kostsam investering, samtidigt som chansen för att misslyckas vid implementeri

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Kodrazi, Linda. "CRM v leteckom priemysle (doprave)." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-125213.

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As a subject of this Masters thesis, I have chosed Customer Relationship Managemement in the aerospace industry, thus the aplication of set of tools supporting marketing, sales and customer service. The work is a gradual description of current trands and changes in the aviation industry with aim to follow moments of truth and the processes that take place at customer level Business to Cusotmer (B2C) and at industrial level Business to Business (B2B). While the B2C sector is represented by relatioship of air cariers and passengers, the B2B sector follows the relationship of air carriers and air

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Sinisalo, J. (Jaakko). "Mobile customer relationship management:a communication perspective." Doctoral thesis, Oulun yliopisto, 2010. http://urn.fi/urn:isbn:9789514263910.

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Abstract This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM. The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews,

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Pereira, Lídia Maria dos Santos. "CRM na relação com o munícipe: estudo de caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2017. http://hdl.handle.net/10400.26/17775.

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Dissertação apresentada para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais<br>A constante expectativa de satisfação das necessidades dos munícipes enquanto cidadãos locais nas mais variadas vertentes da vida social de um concelho conduz á necessidade de ter uma visão 360º sobre o municipe, conhecer as motivações que o levam ao contacto com a autarquia, qual o grau de satisfação ou insatisfação, quais os seus gostos preferenciais, de forma a proceder à Gestão do Conhecimento do Cliente. O objetivo geral deste estudo de caso é o

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Broman, Johanna, and Patricia Lundin. "CRM systems management and use : From retail stores perspective." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.

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The purpose of this thesis is to explore how stores in the retail sector and in business to consumers´ relations, are engaged in the CRM systems use and management. The purpose is also to see if the information that is gathered by the headquarters is transferred down to the stores. The research follows a realistic philosophy combined with an abductive approach and a qualitative method. The choice of design to this research was an exploratory research combined with a case study strategy over a cross-sectional time horizon. The data was collected through semi-structured interviews with manager

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Lundgren, Andreas, and Erik Lindström. "Customer Relationship Managements fallgropar : En studie för att uppmärksamma kritiska delar och misstag vid införandet och det kontinuerliga arbetet med Customer Relationship Management." Thesis, Uppsala universitet, Institutionen för informatik och media, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-297237.

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Customer Relationship Management blir ett allt vanligare verktyg för att hantera kundvård för företag, det används främst för att hantera kundrelationer och lagra kundinformation. Customer Relationship Management, eller CRM, bygger på en affärsfilosofi som bör genomsyra hela organisationen. Denna filosofi blir en strategi för att hjälpa företag hantera sina nuvarande och kommande kunder. CRM uppkom först på 90-talet då förståelsen för kundvård startade i kombination med automatisering av försäljningsprocesser och analysering av kunddata. Idag är CRM också ett informatio

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Chen, Chien-Lin. "Conceptualising customer relationship management and its impact on customer lifetime value in the Taiwanese banking sector." Thesis, De Montfort University, 2012. http://hdl.handle.net/2086/9878.

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A review of the literature revealed that various scholars on the subject of customer relationship management hold divergent views on the exact domain of CRM because of its multi-faceted nature. Furthermore, CRM remains vague in terms of its impact on firm performance because the generative mechanisms have not been fully considered. In response, a theoretical framework of CRM as the underpinning foundation which establishes the linkages between CRM and the firm's performance is proposed, which synthesizes different perspectives of key constructs of CRM and thus seeks to incorporate them into a

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Shaikh, Rehan. "Mobile CRM (mCRM) : A CASE STUDY OF MOBILE CRM STRATEGIES." Thesis, KTH, Skolan för informations- och kommunikationsteknik (ICT), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-177536.

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Mobile technology has evolved drastically over the years, and so has the customer’s perception of and expectations on mobile services. Mobile phones have become the essential part of customer’s life style and they expect consumer services to be available on mobile phone. In this saturated market, providing better customer experience through the channel preferred by customers is as important as selling the actual product or services. In the quest to retain existing customers as well as attracting new, companies are developing innovative mobile customer relationship management (mCRM) strategies

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Carvalho, Carlos Jorge Henriques de. "Adequação da estratégia de CRM de Payne e Frow a bancos privados de média dimensão." Master's thesis, Instituto Superior de Economia e Gestão, 2009. http://hdl.handle.net/10400.5/1625.

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Mestrado em Marketing<br>O CRM é a ferramenta de gestão com o crescimento mais acelerado da última década. Captou investimentos de $462 mil milhões em 2007. O sector financeiro é o mais avançado na sua adopção. Esta investigação tem como objectivos encontrar uma definição precisa de CRM, elencar falhas na sua implementação e avaliar, através de métodos quantitativos, concordâncias, percepções e atitudes quanto à adequação do Modelo Estratégico e de Implementação do CRM, de Payne e Frow, ao negócio da banca privada de média dimensão. O trabalho conclui que este modelo é entendido como adequado

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Sölgén, Samuel, and Daniel Wiklund. "Customer Relationship Management Strategy in Swedish Football Clubs." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6071.

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<p><strong>Aim of the Thesis:</strong> To investigate the practice of using a CRM strategy in football clubs by comparing earlier successful and unsuccessful CRM implementations by football clubs and study fan relationship theories in a large Swedish football club, thereby presenting guidelines on how to further develop a CRM strategy in a Swedish football club.</p><p> </p><p><strong>Methodology: </strong>A quantitative approach and a qualitative approach have been used, first collecting empirical data on supporter views through a questionnaire further strengthened by gathering empirical data

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Nilsson, Emma, and Lina Käld. "Customer Relationship Management : En studie om företags uppfattning om CRM och dess implementering." Thesis, Umeå universitet, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-57118.

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Customer Relationship Management, CRM, är ett väletablerat begrepp inom marknadsföring och företags hantering av kundrelationer. Företag liksom akademiker riktar ett stort intresse mot just CRM, men samtidigt visar forskning att många implementeringar ute på företagen inte ger resultat som är tillfredställande. Anledningen tycks vara att företag tenderar att fokusera på den tekniska aspekten av CRM, istället för att se CRM som en helhetsansats för att hantera kundrelationer. CRM förenar relationsmarknadsföringens grunder med IT för att skapa lönsamma och långsiktiga relationer. För en l

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Sexauer, Hagen J. "Einsatzdeterminanten und Integrationsgrad kundenorientierter Informationssysteme : ein empirischer Beitrag zum Customer Relationship Management (CRM) /." Wiesbaden : DenkInst, 2006. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014929766&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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