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  • 1.
    Aksionova, Anastasia
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Rojas Hara, Norika
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Agil verksamhet och agil arbetsmetod: En uppsats om hur dessa strategier går hand i hand med anställdas upplevelser på arbetsplatsen2024Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    One of the primary purposes of an organization is to adapt to its environment in order to deliver the demanded product or service. Consequently, organizations find the need to adapt their internal processes to increase competitiveness and find solutions to problems arising from market changes. The concept of agility emerged in the early 2000s in conjunction with the technological boom and aims to organize and structure work methods within organizations. To delve deeper into this phenomenon, this essay explores how agile organizations adopt agile work methods and how these methods function in practice. The research is based on data collection through in-depth interviews and scientific articles, within a theoretical framework. The study also includes a clear connection to information systems within the organization, which are crucial prerequisites for businesses in today's society and organization. The study contributes with a result where employees experience different changes in the performance of the work through the introduction of agile working methods.

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  • 2.
    Andersson Landén, Tom
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Orellana von Essen, André
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Digital transformation och dess påverkan inom den offentliga sektorn: En kommunal förvaltnings möjligheter och hinder utifrån digital transformation2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    The phenomenon of digital transformation permeates all aspects of society and brings about constant change, which presents obstacles but also creates opportunities. Digital transformation has mainly been described in terms linked to the organizational level in the private sector, which raises the question of how it is manifested in the public sector. This paper studies digital transformation from the perspective of a municipal administration that has embraced the opportunities for value creation offered by digital transformation and works from the perspective of digital transformation to address current social challenges in the society. The administration's IT-reliant work system is mapped and analyzed to identify the opportunities and obstacles presented by digital transformation, as well as the elements within the organization that are affected by the digital transformation-shaped environment. The study has identified that digital transformation is slowed down by legal and economic aspects in the specific context, which means that digital transformation does not pose an existential threat, but that the opportunities remain for organizations. However, the study shows that a combination of competencies, particularly digital competence, and a clarity in: goals, processes and information flows are needed to capitalize on the opportunities presented by digital transformation. In order to achieve the clarity required for an effective IT-reliant work system, the study has identified that traditional business process management thinking, process logic, infrastructure logic, agent logic, provide a sufficient foundation for streamlining processes in the public sector in the context of digital transformation. Finally, the study shows that digital competency is the key to managing the effects of digital transformation in the various elements that make up the administration's IT-reliant work system.

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  • 3.
    Arkeving, Gustav
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Pettersson, Philip
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Drivkrafter, målsättningar och framgångsfaktorer inom digital transformation för tjänsten bolån: En fallstudie hur ett företag hanterar drivkrafter och målsättningar samt vilka framgångsfaktorer som används inom digital transformation för tjänsten bolån och hur det påverkar ett IT-beroende arbetssystem2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Digital transformation has become central to many organizations for survival and is seen as a chance to modernize the business. A digital transformation process can affect business processes and the value of services or products. Therefore it is relevant to understand how IT-reliant worksystems within a business are affected and what this means for the participants. Previous research shows that organizations carry out digital transformation to gain competitive advantages and meet the challenges and opportunities that digital technology brings in industry and society. The aim of the research is to increase the understanding of how an IT-reliant worksystem is affected by drivers for a digital transformation process, which objectives have been designed and which success factors have been used. This is done by examining theories that have mapped digital transformation and related fields, then comparing these theoretical findings with the chosen case. This study has chosen a qualitative case study of a mortgage loan process within a bank that is going through digital transformation that gives the research a deeper understanding within a specific process and the social environment. The theories are generalized for several types of businesses that can be identified within this case, but there are more areas that have been shown to be more relevant.

    The study has identified that changed customer behavior and an increasing competitive environment have driven the business to change. The goal of this change has been to simplify services and increase customer satisfaction with the help of digital technology. When this development was carried out, success factors were found. The most prevalent for the case was demonstrated as an agile supportive organizational culture. There has been less impact on the participants' role during the change. Instead digital technology has a relevance to the business processes to offer the service. Business processes have changed to offer the service digitally for customers. At the same time, the work for administrators has been supported with more automated tasks and an increase in digitally customer self-service.

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  • 4.
    Broman, Malin
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Brännlund, Emmy
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Smarta tjänsters påverkan på anställdas arbetsformer inom detaljhandeln: En kvalitativ studie om anställdas uppfattningar om användandet av smarta tjänster2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    The increased spread of digital technology and smart services has changed the way employees work in retail in a variety of ways. It has therefore changed the collaboration of actors, which has brought opportunities and challenges for employees and businesses. Varying needs of actors influence the business's decision to apply smart services in physical stores. The purpose of this qualitative study is to study IT-dependent work systems in the retail trade, which examines employees’ varied perceptions of the impact of smart services on work forms. There are complexities in collaboration between actors as well as resources and systems that can affect employees’. Method choices have been made in the form of in-depth interviews to collect deeper insights and perspectives on employees’ perceptions of how work forms are affected by smart services. A selection of respondents has been made in consideration of the socio-technical perspective, which includes work roles where employees’ interact with digital technology. In-depth interviews have been conducted with six respondents from varied operations within the retail trade. The data collection has been based on in-depth interviews where a deductive conceptual framework has been created to increase understanding and gain deeper insights into the subject. The conclusion of the study shows that smart services change the way employees’ work through increased efficiency and reduced workload. The impact of smart services also shows that the availability of information and customer interactions is changing. It also includes adaptations by employees’ when applying smart services that require increased knowledge as it affects the performance of work methods. A further part of the conclusion shows that smart services have a positive and negative effect on employees’ working methods in the retail trade

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  • 5.
    El Moussaoui, Hamza
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Knezevic, Daniel
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Från data till beslut: Hur samspelet mellan människor och IT-verktyg ser ut i beslutsstödsprocessen hos en svensk nischbank: En fallstudie kring hur en svensk nischbank tar fram, uppfattar och använder beslutsstöd2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    The study has been carried out with the aim of finding out what a Swedish niche bank's worksystem around the use of decision support looks like. More specifically how decision support is produced and how this decision support is understood and used to partly improve internalbusiness processes. With this purpose, the research question "How is decision support developed within a Swedish niche bank and what is the role of decision support for the business and its development of internal business processes?" has been produced.The method applied in the study is a qualitative method with a case study as a research method. The data collection has been carried out through nine semi-structured interviews of which seven were carried out in the first round and two in an additional interview round The interviews were carried out with respondents who hold different roles within the business.The study used an abductive approach, a target-driven selection and interviews were held remotely. The analysis has been based on the results and the theoretical framework, which contains various subject areas linked to the content of the study, for example decision support, visualization, analyzing data, internal business processes and digital divide. Where each topic from the theory has been linked to relevant parts of the result that either emphasized or questioned the theories.The study provides a discussion around analysis, language barrier, intermediaries and also for future studies that discuss points of view and insights from this study. The study shows how decision support is central to developing various business processes internally. The creation of the decision support lies in the analysis of data which is then visualized for decision makers within the business, who partly order and partly receive these decision support. However, in connection with the decision support and its development and usage, a language barrier arises where the competence around digital tools and data differs between departments, which results in roles that have to interpret and explain the decision support. 

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  • 6.
    Glöersen, Leo
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Jylänki, Joar
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Automatisering av kundtjänst: En fallstudie om kundtjänstprocesser och arbetsbelastning. Processutveckling inom kundtjänst i fintech-branschen ur ett medarbetarperspektiv2024Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Customer service is a support function in companies and organizations that represents a fundamental component by serving as a link between the company and its customers. In addition to solving problems and answering questions, customer service is a central factor in establishing and maintaining customer relationships. This case study focuses on the application of a conversational agent in the form of a chatbot within an existing IT-dependent work system. The case examines how customer service processes change internally within organizations upon the introduction of a chatbot and aims to assess the impact on the workload among customer service agents in the fintech industry. Current research on chatbots and conversational agents primarily consists of chatbot technology, focusing on interactions and features, and is mostly studied from a customer perspective. Instead, this study examines the impact of introducing a chatbot on the staff that interacts with it daily, and how it affects existing processes and work systems. A qualitative method was used through in-depth interviews to gather data from individuals working, or having previously worked, in customer service with chat in the fintech industry. The results from the data collection clearly indicated a connection between workload and the introduction of a robot in an existing chat environment.

    Based on the variables of this study, it indicates that the introduction of conversational agents through chatbots has a direct impact on the workload of customer service employees. This altered workload manifests with some variation depending on individual differences and workplace factors. In an IT-dependent work system, the introduction of chatbots represents a direct change in the technological element. Consequently, this leads to a modification in the customer service process activity, implying a change in the tasks of customer service employees in the fintech sector. The change in customer service processes initially means a reduction of handling repetitive questions and issues as the chatbot handles them. However, more complex questions and issues that the chatbot cannot handle remain, requiring customer service employees to respond to and resolve them. This may lead to higher demands on customer service employees in terms of competence and quick decision-making. It was also found that customer service agents often are required to handle a specific number of cases during a day/period. Considering that complex cases become more prevalent with the introduction of chatbots, the company's management must keep this in mind and not set overly high demands on customer service employees.

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    Automatisering av kundtjänst
  • 7.
    Gruffman, Emma
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Gunnarsson Johnson, Amanda
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Påverkan av business intelligences på digital marknadsföring och affärsutveckling: En fallstudie om hur business intelligence kan användas för affärsutveckling i samband med digital marknadsföring för att öka konvertering.2021Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Digital marketing permeates today's society and is an important part of companies creating unique competitive advantages. In addition, it has led to the growth of information digitally. Business intelligence is a system that generates useful information to the user of the system, which can be used to make better decision making   

    The study has been conducted by a case study, with the aim of investigating the extent to which BI can be applied to increase the profitability of digital marketing.  

    The results show that initially customers often think negatively about advertisements in search engines, the attitude towards advertisement can shift if the advertisement presents some sort of value to the customer. To create value knowledge is required, about customer behavior and marketing. It is important to find the right search words for the company and that these search words are sufficiently individual based, so they match the customer search.  Furthermore, the results show that to increase purchases there is more than to create effective digital marketing.

    The study has found that the brand has the biggest impact on customers. Therefore to increase purchases, the focus should primarily be on brand exposure and developing effective marketing strategies. 

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    Kandidatuppsats informatik
  • 8.
    Lännenmäki, Julia
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Norman, Jennifer
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    En kvalitativ studie om sambanden mellan analys av stora datamängder i datadrivet beslutsfattande inom marknadsföring: Hur IT-beroende arbetssystem samverkar för att skapa värde i marknadsföringsprocesser2022Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Today, large amounts of data flow within all businesses by collecting data from different sources in different databases. Big data analytics can be utilized and create value for businesses in a way that was not previously possible with the help of new tools, models and knowledge. This is something that has contributed to marketing becoming data driven and digital. Therefore, the connections between big data analytics in data driven decision making and how value is created within marketing processes are investigated in this qualitative study. This has been done by examining different IT-reliant work systems and how they interact with each other. In this study, the various IT-reliant work systems are referred to as suppliers, which are the support processes, and users, which are the main processes.

    The study has been based on five theories that can help answer the research question with their frameworks and explanations. The theories help the study present concepts that are relevant to draw conclusions. Together, they explain how an IT-reliant work system is structured, how value is created through big data analytics, which components a decision consists of, how big data contribute to decision making, and the connection between big data, marketing analytics and marketing capabilities. These theories are used to analyze the data collection that has taken place through semi-structured interviews.

    The identified conclusions are that there is a connection between big data analytics in data driven decision making and how value is created in marketing processes. There are improvement points in the area to be able to create even more value, which is suggested in the last section of the study. There is also evidence of how different IT-reliant work systems work together in big data analytics and marketing today, but there are also opportunities to develop.

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    En kvalitativ studie om sambanden mellan analys av stora datamängder i datadrivet beslutsfattande inom marknadsföring
  • 9.
    Myrbäck Fernandez, Rafael
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Barriärer vid digital transformation: En kvalitativ studie på organisatoriska barriärer som uppstår i IT-beroende arbetssystem i samband med en digital transformation2022Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Businesses are increasingly working to digitalize their way of working to adapt to new opportunities, create competitiveness and meet customers’ needs. With digitalization the phenomenon of digital transformation has been established where digital transformation stands for a comprehensive change of the work system within organizations. The study is based on a qualitive study with semi-structured interviews of employees who participated in a extensive digitalization project in the telecommunication industry. 

    The study points out how organizations who implement digital transformation create new opportunities. New work roles emerge which contribute to the efficiency of the work and better understanding about the division of responsibilities. Increased digitalization within organizations way of working contributes to better designed systems and processes, which simplifies the work and streamlines the work for employees. It is also possible to see an increase of available information thanks to increased digitizing of systems. When digitizing to achieve these improvements challenges occur, also referred to as barriers. These barriers crate obstacles and delays for organizations that are implementing digital transformation. The study thus focuses on seeing how these barriers arise and how they affect the outcome of work systems in connection with digital transformation. 

    The study focuses on understanding how the organizational barriers, socio-technical inertia and resistance arise and what factors affect the outcome of digitalization. The socio-technical inertia can generally be linked to the inertia of the organization, which consist of the structural and cultural structures. This consist of how organizations have been built and how it creates challenges for the business once they want to change. Resistance is associated to individuals in organizations during the change process and how such resistance affects larger parts of organizations. 

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  • 10.
    Ragnarson, David
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Petersén, Sara
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Förändrade arbetsprocesser & informationshantering: En fallstudie om applicering av ett nytt IT-stöd i ett IT-beroende arbetssystem inom en tillverkningsenhet2022Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    In today's changing world, the manufacturing industry faces challenges with digital transformation. The application of new, developed IT-support is used to change business processes and is a central part of today's business development. Digitization has an extensive role and is used to streamline, optimize, and increase productivity in manufacturing. Today, data and analysis can be used to make fact-based decisions where measurement data from manufacturing units can be visualized in real time. Digitization therefore needs to be handled by all industries, not least for the process industry, which has fallen behind in the digital era. Changing business processes in production units using digital strategies can generate increased profitability and productivity. On the other hand, applying IT support requires that businesses need to organize and structure the changes in line with the business processes and manage the information flows that are continuously generated. The study has been carried out with a qualitative research strategy and as a case. The studied case consists of a company within the Swedish process industry that operates globally. The study's empiricism is based on 11 semi-structured interviews on the strategic, tactical, and operational level of the business and the respondents were selected with a snowball sample. The result identifies factors that are considered important for the implementation of changes in an IT-reliant work system. The factors identified are competence provision, communication, participation and the participants' motivation and commitment. Thus, the study has found some aspects where businesses need to consider this at a strategic, tactical, and operational level.

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    Förändrade arbetsprocesser & informationshantering
  • 11.
    Ragnarson, David
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Petersén, Sara
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Samband mellan utdelningspolicy och företagsvärde: En kvantitativ studie om samband mellan utdelning och företagsvärde på utdelningsbaserade fastighetsbolag på Stockholmsbörsen2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
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  • 12.
    Reveman, Felix
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Listerman, Leo
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Sambandet av Business Intelligence och digital teknik på digital marknadsföring inom universitets informationssystem: En kvalitativ studie som undersöker hur användningen av business intelligence och digital teknik påverkar universitetets digitala marknadsföring i relation till lärosätets informationssystem2022Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Digital media is used by millions of people daily to access various services. This digital development is something that universities can take advantage of to more easily reach out to prospective students and already enrolled students at the university. This study investigates the effects of business intelligence (BI) on the work of digital marketing in connection with a university's information system. The result indicated that digital marketing is an important part of the university's information system as it provides the opportunity to reach target groups effectively. The results also indicated that BI tools can help universities gain insights into the performance of different marketing channels and identify the most effective ones. This gives the universities the opportunity to focus on the best channels and adjust their marketing efforts to increase efficiency. The respondents chose to use various channels including social media, search word advertising and the web to reach their target group and tailored their marketing to specific cultural and moral needs of the target group.

    Digital technology was pivotal in collecting the necessary data from various channels, which helped to improve marketing and attract more students. The study indicated that some universities share large amounts of data collected from the marketing/communications department at the institution with other parts of the university's information system and departments. This is to streamline cooperation between these areas at the institution. However, some university departments do not consider this type of collected data to be as useful. Laws such as GDPR have a significant impact on universities use of BI and how they can market, collect, and communicate with their institution.

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  • 13.
    Riihimäki, Linnea
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Mainit, Limuel
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Medarbetares anpassningsförmåga till digital transformation inom försörjningskedja: En analys av ledningens beslut2024Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Studying digital transformation in Supply Chain Management provides a comprehensive understanding of how IT-tools can transform operational business processes to identify opportunities and challenges for an organization. However, previous studies suggest that the approach to how an organization achieves digital transformation is still a research topic that has some knowledge gaps, especially on how management encourages changes within the organization. By studying how employees are affected by management decisions in supply chain management, this research presents new insights into employee attitudes towards digital change. In order to explain the importance of this, the Alters Framework is used to analyze an IT-dependent work system and how digital changes affect different roles and business processes of an organization. Not only that, but also Business IT-alignment in combination with Resource-Based View Theory is used to identify how the organization can use its resources and competencies to improve business processes. By taking a qualitative research approach to the impact of employees at operational, tactical and strategic levels, this research provides a good overview of how an organization can be developed and improved. The data collected shows that there is a lack of the IT-support and IT-tools used, which hinders the pace of the business to undergo a digital transformation. The conclusion is that management has a significant impact on employees' values, attitudes and business process.

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  • 14.
    Rosander, Felix
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Stiernstedt, Isabelle
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Stora datamängders revolution: en ny era av digital marknadsföring2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    This qualitative study explores the impact of big data and predictive analytics on digital marketing strategies in data-driven businesses. Through in-depth interviews with digital marketers and data analysts in different industries, the study provides an insight into the respondents' personal perception of how these digital tools affect their strategies and business operations in the IT-reliant work system. The use of big data and predictive analytics are considered critical tools to more effectively collect and analyze customer data and behavior. This is because it gives rise to the ability to predict customer trends and adapt the business' marketing strategies in real time.

    Today, companies' ability to effectively collect and analyze data plays an increasingly crucial role. Not only to develop marketing strategies, but also to achieve significant competitive advantage. The study suggests that businesses that effectively integrate big data and predictive analytics into their strategies gain a better understanding of their customer segments through increased insight and can thus better target and adapt their marketing campaigns to their customer segments. The study also highlights challenges arising from factors such as data quality, optimization, ethics and other aspects that require accuracy and necessary skills.

    The future of digital marketing is increasingly moving towards data-driven approaches, where there is a greater emphasis on using analytical methods to make decisions. This development demonstrates a shift from the traditional marketing strategies to an application of a data-driven approach. In light of this, it is increasingly important for companies to adopt an approach that enhances their ability to quickly adapt and apply technological tools to exploit this potential. In conclusion, this qualitative study highlights the importance of integrating big data and predictive analytics into business and marketing strategies. This proves to have a great impact on not only improving the organization's marketing but also strengthening the overall business operations. This underlines the need to continuously develop data analytics skills and strategies to understand how they can transform customer relationships and business performance. This perspective is based on interpretations of interviews with marketers in IT-reliant work systems, and should be seen as insights specific to the cases studied rather than broad generalizations.

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  • 15.
    Salloum, Alexander
    et al.
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Yousef, Johan
    Södertörn University, School of Natural Sciences, Technology and Environmental Studies, Informatics.
    Analytisk CRM för beslutsstöd: Faktorers påverkan på förmågan för beslutsfattande, samt dess genererade sociotekniska förändringar2023Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Society today is undergoing significant changes largely driven by digitalization. Onetangible change that impacts businesses is the shift in consumer behaviour. Thesedramatic changes pose a significant threat for companies as traditional methods forcustomer management are no longer sufficient.The significance of Customer Relationship Management (CRM), based on an analyticalapproach, therefore becomes crucial to better manage customer relationships in today’shighly competing work environment. Analytical CRM is an IT-reliant work system whereparticipants of data and analysis perform processes and activities that enable offeredproducts and services to better meet the needs of customers. The overall goal of thestudy is to understand through insights how decision-makers' experience variousfactors' impact on their ability to utilize analytical CRM to support their decision making,as well as the sociotechnical changes generated by it. To achieve this, a qualitativeresearch method was adopted, where in-depth interviews were conducted. Sevenrespondents, with varying roles as Business Analyst, Data Scientist, Marketing Managerand CRM Manager, were interviewed to get their insights and experiences on analyticalCRM.The study’s results and conclusion show that decision-makers consider customercentricity and information technology (IT) as a pivotal factors' influencing the use ofanalytical CRM. Customer centricity fosters a data-driven environment that promotesdata-driven decision-making through the utilization of data and analysis. It generatessociotechnical changes on both deeper and surface structures. IT plays a critical role inthe collection, management, and analysis of data. This impacts decision-makingprocesses to become data-driven and enhances the decision-makers' ability to makedata-driven decisions. Sociotechnical changes generated by information technologywere at surface structures. 

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    Analytisk CRM för beslutsstöd
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