Carina Alm , pp. 61. MAM/Sektionen för Management, 2010.
In the competitive market of Information Technology Maintenance Services, the
understandings of the key components affecting sales are important to survive in the
market. Centres of Excellence are created with the aim of being a more standardised and
cost efficient solution for customer services. Is the quality of the vendor customer
administration important in business-to-business sales and procurement situations?
Furthermore, does it affect the next sale for the vendor?
The overall purpose of this work is to give guidance in terms of how cost saving
programs in the customer administration area can affect sales in a long-term perspective.
The hypothesis; Past vendor customer administration quality does impact the customer
decision to buy again from the same vendor; has been designed to show which key
components within customer administration, such as invoices and disputes, impacts the