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CRM and the use of internet in Electric & Machinery industry-TECO
University of Gävle, Department of Technology and Built Environment.
2010 (English)Independent thesis Advanced level (degree of Master (One Year)), 40 credits / 60 HE creditsStudent thesis
Abstract [en]

Everyone already knows what the customer relationship management is and it has been improved and managed by the internet, called electronic customer relationship management. The information technology, such as the internet, is making it easier for customers and industries. The purpose of this study is to analyze the customer relationship management in TECO Electric & Machinery Co.,Ltd. and how this could be improved via the internet with four research questions. Additionally, the primary information was conducted by a face-to-face interview with the managing director who has empirical experiences in that field and qualitative approach was utilized. The theories about the customer characteristic, customer involvement, the future customer relationship management, and the use of internet were used. In TECO, the main customer characteristics are financially attractive customers and the customer in a close relationship and the customers usually involved in the development stage of new product development processes. For the future orientation, TECO may be able to pay attention on people-driven application and take Amazon as an example in the use of the internet. Moreover, the probability of further research was discussed in this study.

Place, publisher, year, edition, pages
2010. , p. 41
Keyword [en]
CRM
Identifiers
URN: urn:nbn:se:hig:diva-6356Archive number: TEX090629OAI: oai:DiVA.org:hig-6356DiVA, id: diva2:292866
Presentation
2009-12-18, 11221, University of Gävle, 801 76 Gävle, Sweden, Högskolan i Gävle, 00:00 (English)
Uppsok

Supervisors
Available from: 2010-04-08 Created: 2010-02-10 Last updated: 2010-04-08Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf