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Customer Relationship Management: Hur ser behovet av CRM ut för små och medelstora tillverkande företag i Sverige?
Linnaeus University, Faculty of Science and Engineering, School of Computer Science, Physics and Mathematics.
Linnaeus University, Faculty of Science and Engineering, School of Computer Science, Physics and Mathematics.
2011 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

An increasingly globalized market is leading to hard competition among manufacturing companies, which means that they are forced to become more customer focused to survive in the market. A Customer Relationship Management system is a system that will be of assistance to help companies succeed in building long term relationships with their customers. Best of Breed and ERP-based are two types of CRM systems. The study has focused on analyzing and examine the need for CRM systems at manufacturing companies. Our question formulation has been:

• What need do businesses want to satisfy with a Best of Breed-based and ERP-based CRM system?• Are there any differences in the use of Best of Breed-based and ERP-based CRM system?

In this study, we have chosen to carry out interviews and quantitative surveys with manufacturing companies to get their view of CRM-systems. We also chose to conduct detailed interviews with system vendors in two different perspectives to see how they perceive the need for companies to use CRM systems. The study shows that over half of the interviewed companies use a CRM system today, and between them it is an almost even distribution between those who use an ERP-based and a Best of Breed CRM system. Companies that use an ERP-based CRM system believe that integration is the main criterion for the selection of CRM, while those with Best of Breed believe that the functionality and usability of the system is the most important. The main use for the system is management of contact information and sales support. According to the system vendors, it is important for their customers that the CRM system supports the sales, market and customer service process. It is also equally important that it provides good functionality and is user friendly. A company that have used both types of CRM systems mentioned that the advantage they see with an ERP-based CRM is primarily the degree of integration with the company's other systems, and that you only need to enter information into a system at one time.Just over forty percent of the interviewed companies that currently not use a CRM system are planning to make an investment in the next four of five years.

Place, publisher, year, edition, pages
2011. , 86 p.
Keyword [sv]
Customer relationsship management, ERP-baserade, Best of Breed, CRM-system, små och tillverkande företag
URN: urn:nbn:se:lnu:diva-12934OAI: diva2:426167
Subject / course
Educational program
Information Logistics Programme, 180 credits
2011-06-01, CIL Strålfors, Stationsg 2, Ljungby, 17:51 (Swedish)
Social and Behavioural Science, Law
Available from: 2011-08-16 Created: 2011-06-22 Last updated: 2011-08-29Bibliographically approved

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Hedendahl, Sandra
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