uu.seUppsala University Publications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Produktkvalitet som drivkraft för kundnöjdhet: Kund- och partnererfarenheter gällande Microsofts CRM-system - Microsoft Dynamics CRM
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology.
2009 (Swedish)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
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.

Place, publisher, year, edition, pages
2009.
Series
UPTEC STS, ISSN 1650-8319 ; 09 045
Identifiers
URN: urn:nbn:se:uu:diva-112113OAI: oai:DiVA.org:uu-112113DiVA, id: diva2:284938
Presentation
(English)
Uppsok
Technology
Supervisors
Examiners
Available from: 2010-01-08 Created: 2010-01-08 Last updated: 2010-01-08Bibliographically approved

Open Access in DiVA

fulltext(525 kB)932 downloads
File information
File name FULLTEXT01.pdfFile size 525 kBChecksum SHA-512
9c5c4419689e9b43a89bd6540ba439702be1388f4a22090737e3794ac61bb994f932b0d65321903f6ae17d86f5eeeb1d63686ecad5b11e117a027dee363a46cb
Type fulltextMimetype application/pdf

By organisation
Department of Information Technology

Search outside of DiVA

GoogleGoogle Scholar
Total: 932 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 884 hits
CiteExportLink to record
Permanent link

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