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1. Gyllenskepp, Jimmy. Multichannel Integration: The Case of Infor.

Degree: Business and Economic Studies, 2015, University of Gävle

This study’s aim is to examine how companies integrate their multiple CRM channels to enhance the relationships with the customers. A qualitative method was used and the collection of data was conducted from eleven interviews. The interviews were semi-structured with open-ended questions. The theory is written in three main themes; customer relationship management, channels of communication and multichannel integration. Empirical findings and the analysis also follows these themes. The study is ending with conclusions. What is affecting companies channel selection depends on what message companies want to send, but also whether if it is existing or new potential customers’ that are targeted. The geographical factor also influences the channel selection. Channel decision further depends on the size of the companies, if it is business to business or business to consumer and what kind of product the company is selling. More complex products require more personal interactions. How to successfully implement a multichannel integration strongly depends on the quality of data, an organizational common interpretation of customer relationship management, integration of information from all departments and that the company has an easy, yet powerful system for the accessible data. This study helps to give an understanding of how the multichannel integration is done in a business to business company with complex products. The study can be applied on other companies using a multichannel integration. It can help managers to understand the importance of the multichannel integration, how to succeed and other important factors for a successful multichannel integration. It also contributes to an understanding of the critical factors of the multichannel integration.  A framework with an alternative model of multichannel integration is presented. The study also presented that the process of multichannel integration is of great importance and emphasized by a leading company in the field of customer relationship management. This study therefore has succeeded in giving an easy, more powerful and greater picture of the multichannel integration, which is an important determined factor for building customer relationships. A figure (figure 10) is provided for other companies to use that are business to business with complex products. This study is a case study with a qualitative research approach, the studied company is a business to business company with complex products. The study is made from the company’s perspective. Future research can be conducted by studying multichannel integration from the customers’ perspective instead of the company’s perspective. The study could have been conducted on more than one company to compare the results, or on a business to consumer company instead of a business to business company. Studies on multichannel integration can also be interesting regarding companies that are selling less complicated products. Finally, studies can be conducted regarding the “information overflow” from…

Subjects/Keywords: multichannel integration; customer relationship management; CRM channels; B2B case study

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Gyllenskepp, J. (2015). Multichannel Integration: The Case of Infor. (Thesis). University of Gävle. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19972

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Gyllenskepp, Jimmy. “Multichannel Integration: The Case of Infor.” 2015. Thesis, University of Gävle. Accessed December 11, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19972.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Gyllenskepp, Jimmy. “Multichannel Integration: The Case of Infor.” 2015. Web. 11 Dec 2019.

Vancouver:

Gyllenskepp J. Multichannel Integration: The Case of Infor. [Internet] [Thesis]. University of Gävle; 2015. [cited 2019 Dec 11]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19972.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Gyllenskepp J. Multichannel Integration: The Case of Infor. [Thesis]. University of Gävle; 2015. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19972

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

2. Mannerson, Victor. Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet.

Degree: Faculty of Arts and Sciences, 2018, Linköping UniversityLinköping University

Bakgrund: Betydelsen av kundfeedback kan idag inte underskattas. För att undersöka dess inverkan krävs vetskap kring vilka dialogstrategier restauranger implementerar. Information om dess inverkan i den operativa verksamheten samt vetskap om varför restauranger väljer att hantera samt åtgärda kundfeedback. Forskningsfrågor: 1. Vilka strategier använder restauranger för att bemöta kundfeedback mottagen via sociala medier? 2. Varför hanterar samt hur åtgärdar restauranger kundfeedback mottagen via sociala medier? 3. Hur påverkas restaurangers förlängda marknadsmix av kundfeedback på sociala medier? Syfte: Studien ämnar undersöka hur restauranger hanterar kundfeedback via sociala medier samt i vilken utsträckning denna påverkar restaurangers operativa verksamhet. Metod: Kvalitativ ansats, flerfallsstudie, semistrukturerade intervjuer. Slutsats/Bidrag: Betydelsen av kundfeedback samt dess inverkan på restauranger är stor. I vilken utsträckning den påverkar och grad av hänsyn den ges beror på vilken uttalad strategi ett företag implementerar.

Background: The significance of customer feedback cannot be overestimated. To investigate its impact, knowledge is needed about what dialogue strategies restaurants implement. Information about its impact in the operational activities and knowledge of why restaurants choose to manage and resolve customer feedback. Research questions: 1. Which strategies do use restaurants to respond to customer feedback received through social media? 2. Why manage and how do restaurants resolve customer feedback received through social media? 3. How is a restaurant's extended market mix affected by customer feedback on social media? Purpose: The study aims to investigate how restaurants handle customer feedback through social media and to what extent this affects the operational activities of restaurants. Methodology: Qualitative approach, multi case study and semi-structured interviews. Conclusion /Contribution: The importance of customer feedback and its impact on restaurants operational activities are great. The which extent it affects, and the degree of consideration given, depends on the stated strategy a company implements.

Subjects/Keywords: Social media; restaurant; dialogue strategies; customer feedback; marketing mix; CRM; SCRM; rumour exposure; private channels.; Sociala medier; restaurang; dialogstrategier; kundfeedback; marknadsmix; CRM; SCRM; ryktesspridning; privata kanaler; Business Administration; Företagsekonomi

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Mannerson, V. (2018). Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet. (Thesis). Linköping UniversityLinköping University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Mannerson, Victor. “Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet.” 2018. Thesis, Linköping UniversityLinköping University. Accessed December 11, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Mannerson, Victor. “Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet.” 2018. Web. 11 Dec 2019.

Vancouver:

Mannerson V. Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet. [Internet] [Thesis]. Linköping UniversityLinköping University; 2018. [cited 2019 Dec 11]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Mannerson V. Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet. [Thesis]. Linköping UniversityLinköping University; 2018. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


Brno University of Technology

3. Kilinger, Jan. Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o .

Degree: 2015, Brno University of Technology

Diplomová práce se zabývá analýzou distribučních kanálů ve společnosti ABB s. r. o. se zaměřením na divizi vysokého napětí, která má sídlo v Brně na ulici Vídeňská. V první části jsou stanoveny hlavní a dílčí cíle spolu s teoretickými metodami k jejich dosažení. Druhá část je praktická a jsou v ní zpracovány teoretické poznatky, potřebné pro pochopení problematiky a stanovení vlastních návrhů. V závěru jsou zhodnoceny výstupy a uvedeny návrhy na rozvoj prodejních kanálů a lepší komunikaci se zákazníky.; The diploma thesis is focused on analysis of sales channels in the ABB company with is focused on high voltage division, which is situated in Brno in the street Videňská. In the first part of this thesis are set major and minor targets with theoretic methods to achieve them. Second part is practis and there are processed theoretic knowledges which are needed to understand issues and set own improvement. In the end there are reviewed outputs and shown proposals for development sales chanels and better customer communication. Advisors/Committee Members: Chlebovský, Vít (advisor).

Subjects/Keywords: B2B marketing; zákazník; distribuce; distribuční cesty; strategická analýza; marketingová komunikace; průmyslový trh; CRM; B2B marketing; customer; distribution; distribution channels; strategic analysis; marketing communications; industrial market; CRM

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Kilinger, J. (2015). Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o . (Thesis). Brno University of Technology. Retrieved from http://hdl.handle.net/11012/39420

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Kilinger, Jan. “Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o .” 2015. Thesis, Brno University of Technology. Accessed December 11, 2019. http://hdl.handle.net/11012/39420.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Kilinger, Jan. “Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o .” 2015. Web. 11 Dec 2019.

Vancouver:

Kilinger J. Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o . [Internet] [Thesis]. Brno University of Technology; 2015. [cited 2019 Dec 11]. Available from: http://hdl.handle.net/11012/39420.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Kilinger J. Analýza prodejních kanálů a návrh na jejich rozvoj ve společnosti ABB s. r. o . [Thesis]. Brno University of Technology; 2015. Available from: http://hdl.handle.net/11012/39420

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

.