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Produktkvalitet som drivkraft för kundnöjdhet: Kund- och partnererfarenheter gällande Microsofts CRM-system - Microsoft Dynamics CRM
Uppsala universitet, Teknisk-naturvetenskapliga vetenskapsområdet, Matematisk-datavetenskapliga sektionen, Institutionen för informationsteknologi.
2009 (svensk)Independent thesis Advanced level (professional degree), 20 poäng / 30 hpOppgave
Abstract [en]

What is customer satisfaction and when does it occur? Microsoft’s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft’s customers and partners. The purpose is to find out how partners and customers define product quality and if it is possible for Microsoft to influence the level of experienced customer satisfaction.

According to customers and partners Microsoft have a challenge in reaching out to them and to understand their business to be able to offer the right products and solutions. The customers mean that the quality of the product itself is important for satisfaction but equally significant is the ability of Microsoft and their partners to understand the business of their customers. This is where the parties have different opinions. Microsoft with partners believe that they have good understanding about their customers while the customers reckon that Microsoft and partners needs to be better in understanding their business, processes and needs.

Product quality is a fundamental prerequisite for a satisfied customer. This study shows that through closeness and trust between Microsoft, partner and customer, the experienced level of customer satisfaction can increase without improving the quality of the product itself.

sted, utgiver, år, opplag, sider
2009.
Serie
UPTEC STS, ISSN 1650-8319 ; 09 045
Identifikatorer
URN: urn:nbn:se:uu:diva-112113OAI: oai:DiVA.org:uu-112113DiVA, id: diva2:284938
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Tilgjengelig fra: 2010-01-08 Laget: 2010-01-08 Sist oppdatert: 2010-01-08bibliografisk kontrollert

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