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Internet and customer relationship management in SME's
2005 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this thesis was to explore the how the SME’s manage customer relationships. In this research two case studies were performed, where personal interviews were conducted with the marketing managers of the SME’s. The empirical study showed the SME’s in consideration are actively seeking long-term customer relationships with their customer. These firms also had customer retention, loyalty and profitability as their end goals. The investigation also showed the importance of Internet and ICT for relationships and it was found that ICT for crucial for the business processes of these firms.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, customer relationship management, ICT, SME, Internet
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-56405ISRN: LTU-SHU-EX--05/087--SELocal ID: d2d6c325-82d6-4141-b83b-b090fd527c79OAI: diva2:1029792
Subject / course
Student thesis, at least 15 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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