Strategisk omorientering mot ökat kundfokus- En studie om kundkontaktcenters roll i förändringsprocessen.
Some markets represent companies that offer similar products in terms of design, quality and price. In this reality competitive advantages have to be created and developed in other ways. Many companies have therefore chosen a market oriented strategy that focuses on the client and their needs. According to studies within the field of Service management the interaction between the company and the c