客户关系管理：CRM 系统如何.pdf

2004:124CIV

MASTER’STHESIS

CustomerRelationshipManagement

HowaCRMsystemcanbeused

inthesalesprocess

PETRAPERSSON

MASTEROFSCIENCEPROGRAMME

DepartmentofBusinessAdministrationandSocialScience

DivisionofIndustrialMarketingande-Commerce

2004:124CIV•ISSN:1402-1617•ISRN:LTU-EX--04/124--SE

Preface

Preface

Thismasterthesisconcludesmystudiesforamaster’sofsciencedegreeinIndustrial

ManagementandEngineeringatLuleåUniversityofTechnology.Thethesiswas

carriedoutatJeevesInformationSystemsAB,situatedinStockholm,duringthe

periodofJanuarytoOctober2003.

Firstofall,IwouldliketothankthepeopleatJeevesInformationSystemsforgiving

metheopportunitytomakethisresearchandforhelpingmeinonewayoranotherto

completethisthesis.I’mparticularlygratefulforpracticaladviceandguidancefrom

LarsHellberg,whohasbeenmysupervisor.

Furthermore,IwouldliketothankmysupervisorHåkanPerzon,assistantprofessorat

thedivisionofIndustrialMarketingatLuleåUniversityofTechnology.Hehas

providedusefulcommentsalongthewayandhehasalsobeenagoodsourceof

motivation.

Mygratitudealsogoestotherespondentsatthecasecompanieswhotooktheirtime

toprovidevaluableinformation.Withouttheircooperationthisthesiswouldnothave

beenpossible.

Stockholm,October2003

PetraPersson

1

Abstract

Abstract

Theconditionsfordoingbusinessarerapidlychanging.Consumptionspatternsare

d