English

2010:111 CIV

MASTER'S THESIS

Customer Relationship Management

Jens Berfenfeldt

Luleå University of Technology

MSc Programmes in Engineering

Industrial Business Administration

Department of Business Administration and Social Sciences

Division of Industrial marketing and e-commerce

2010:111 CIV - ISSN: 1402-1617 - ISRN: LTU-EX--10/111--SE

"If growth is what you're after, you won't learn much from complex measurements of

customer satisfaction or retention. You simply need to know what your customers tell their

friends about you."

-Frederick F. Reichheld

"If I'd asked my customers what they wanted, they'd have said a faster horse."

-Henry Ford

Acknowledgements

Writing this thesis has been both difficult and fun to do, it has also been a very interesting

experience, especially the parts concerning the understanding of how real world business

works.

There have been many late nights and early mornings, and after all the work I can finally

conclude that the thesis is finished. Through all of this there have been several helpful people

I would like to thank for their support.

My supervisor Tim Foster has been a great resource throughout the research. He has steered

me in the right direction and given me great support throughout the work process.

Furthermore I want to thank my contact person Ulf Herlin at Haldex for making this thesis

possible and also all the other employees at Haldex Traction Landskrona for sharing your

time, office, and many laughs in the time that I spent there. I would also like to thank Robert

Knudsen at Nefab for his time and answers.

Furthermore, I want to thank my family and friends who have been very supportive and

helpful and encouraged me every step of the way. Special thanks to you Johanna for keeping

me motivated through all the work.

I would finally like to thank the Thoresson family for providing me company and roof over

my head for the months that I spent in Helsingborg.

Abstract

Businesses are in a constant race to increase...