Interaktiv marknadsföring och Internet : – En studie utifrån Radi Medical Systems webbplats för kundutbildning

• Main Author: Palmgren, Daniel
• Format: Others
• Language: Swedish
• Published: Uppsala universitet, Medier och kommunikation 2008
• Subjects: Interactive marketing; Internet; Webpage; Educational site; Customer relations; Customer value; Media and communication studies; Medie- och kommunikationsvetenskap
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-9183

Abstract Title: Interactive marketing and Internet - A study of Radi Medical Systems’ educational site (Interaktiv marknadsföring och Internet - En studie utifrån Radi Medical Systems webbplats för kundutbildning) Number of pages: 43 (including enclosures 47) Author: Daniel Palmgren Tutor: Mats Lind Course: Media and Communication Studies C Period: Spring 2008 University: Division of Media and Communication, Department of Information Science, Uppsala University Purpose/Aim: The aim of this thesis is to examine if Radi Medical Systems’ educational site has the potential to create value for the company’s customers, and by that promote improved customer relations. Questions asked are: What kinds of visions does the company have for the site? Which services are offered to the customers through the site? How do the customers experience these sInervices? Material/Method: Information from interviews with representatives from Radi Medical Systems and their customers, observations of the webpage and information from an internal Radi document concerning the educational site has been collected and analyzed through the use of a theoretical framework, in order to provide an understanding for the questions asked. The visions were discussed and analyzed by general concepts of interactive marketing and Internet. The concepts of need, adaptation, understanding and time, functionality and trustworthy were used to create a theoretical framework regarding customer experience and customer value on a webpage. Main Results: Radi sees the educational site as an important mean to create value for their customers, which is a first step towards being able to provide the customers with relevant and functional services. The services offered through the educational site are information about Radi’s products and the clinical areas they represent in so called modules. Other services offered are multiple choice tests and storage of the customer’s results of the tests. These services constitute a complete training-course for the customers. The customers’ experiences of the services show that the modules mainly have the potential to fulfill the needs of the customers looking for elementary information, and that the multiple choice tests and storage of the results, for the most part, could function as value added activities when the hospitals recruit new doctors and nurses. The customers have the understanding and time necessarily to use the educational site, and the customers who were familiar with Radi as a company didn’t ap rehend any problems regarding the trustworthiness of the site. However, the lack of adaptation makes the site less useful for those customers who consider themselves as advanced users of Radi’s products. Imperfections regarding the functionality of the site were also recognized. Keywords: Interactive marketing, Internet, Webpage, Educational site, Customer relations, Customer value