Inger Roos - References

I am privileged to work with several customers on a long-term basis. My focus in the wide variety of projects in which I am involved is on both switching and new customers, and on customer clubs and customer-support services.

Clients

Aktia
Handelsbanken
Herrfors Ab/Oy
Hufvudstadsbladet
LFV (Luftfartsverket)
SBAB
SEB
Telia Sonera
Kamppi

Long-term research and planning,
application of SPAT (Switching Path Analysis Technique)

2000, “Customer Relationship Program Development in Aktia (Retail Bank)”, Customer Switching Processes, January – May 2000 (SPAT-analysis)
2000, “Customer Relationship Program Development” in Telia, (Telecommunication), Sweden, Telecommunication in Sweden, Customer Switching Processes, January – June 2000
2000, “Customer Relationship Program Development” in Axfood, Hemköpskedjan Ab, (Retail chain) Sweden, Customer Switching Processes, September - October 2000 (SPAT-analysis)
2001, Qualitative study of switching processes in Telia (Telecommunication), Finland. “ Customer relationships mapping,” discussions with the management concerning the company strategy implied by the results, March 2001 (SPAT-analysis).

2001, “Customer Relationship Program Development” in Telia, (Telecommunication) Finland. Mapping business-to-business relationships, bbdiscussions with the management concerning the company strategy implied by the results, April 2001 (SPAT-analysis).
2001, Folksam, Sverige, qualitative study of switching processes in the insurance company

• Folksam, Sweden, qualitative study of switching processes. Mapping customer relationships, discussions with the management concerning the company strategy implied by the results, October-December 2001, Stockholm and Eskilstuna (SPAT-analysis).
• Focus group interviews with Folksam customers in Stockholm and Eskilstuna.

2002, Folksam, Sverige, quantitative study in the insurance company, sample 3000 customers, “Switching intention model including triggers”
2002, Study in Hufvudstadsbladet (Media/Newspaper), Helsinki, Finland, quantifying “The effect of a pause in the newspaper subscription”, sample 3000 customers
2002, Katternö/Herrfors, Pietarsaari, Finland, qualitative study of switching processes by the electricity transmission operator and network owner. Mapping customer relationships, discussions with management before and after the study about the strategy implied by the results

• September-December.
• Two different geographical areas
• Private customers (SPAT-analysis)

2003, Katternö/Herrfors, Pietarsaari, Finland;qualitative study of switching processes by the electricity transmission operator and network owner.

• Business customers (SPAT-analysis)

2003, SEB, Sweden.

• Customer switching-path mapping using SPAT concerning marketing strategy change (SPAT-analysis)
• Private customers (SPAT-analysis)

2003, SBAB, Sweden, Customer switching-path mapping among all private customers of a mortgage company in Sweden, using SPAT for introducing a “Marketing Process”.

• A qualitative mapping of switching processes (SPAT-analysis)
• “Customer sensors” are introduced and based on the qualitative results
• A quantitative study based on the qualitative results
• Implementation of the results of all project parts in the organisation and
  among the personnel

2004-2005, Handelsbanken, Sweden, Customer switching-path mapping among private customers of retail bank customers using SPAT

• A qualitative mapping of switching processes (SPAT-analysis)

2004- TeliaSonera, Sweden, Customer switching-path mapping among private customers of the whole telecom industry in Sweden

• Focus on the trigger function by using SPAT

2005, SEB (Svenska Enskilda Banken), Sweden

• A qualitative mapping of switching processes (SPAT-analysis), private customers
• A qualitative mapping of switching processes (SPAT-analysis), business customers

2005–2007 Ericsson Consumer Lab, Long-term engagement in Sony Ericsson

2008-2009, Katternö/Herrfors, Pietarsaari, Finland, qualitative study of switching processes by the electricity transmission operator and network owner. Based on the results a company-specific manual for customer care is developed in co-operation with a Personnel and Management Coach.