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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
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