AUTHOR
Mustonen, Niina; Widman, Sara

DATE
2000-06-08

DEPARTMENT
Business Administration and Social Sciences / Industrial Marketing

SUMMARY
It has become more evident that enterprises take care of their customers and the Internet is growing continuously. Our purpose with this thesis was to investigate how enterprises manage customer care online and we did a case study on Telia Nära AB. We found that the basis of customer care online for enterprises is to know which information they will provide to their customers. Further, enterprises should consider to encourage their customers to give their opinion about the company. Enterprises should also have in their mind to follow rules so their customers will be satisfied. There are different tools, which companies can use to take care of customers online. Enterprises can take advantage of the design/layout of their web sites to support the customer care online. Finally, the result of this thesis shows that companies must create guidelines for employees so they know how to take care of customers online.

ISSN 1404-5508 / ISRN LTU-SHU-EX--00/109--SE / NR 2000:109