Kundfokuserad förvaltning av kommersiella fastigheter : En studie om kundfokus kopplat till lönsamhet

Sammanfattning: Title: Customer-focused commercial property management – A study of customer-focus related to profitability Type of document: Bachelor’s thesis, major field business administration Authors: Linus Molin and Anton Reimann Varg Supervisor: Eva Berggren Examiner: Jan-Olof Müller Date: 2017-05-23 Research question: How and why are real estate companies working customer-focused when managing commercial properties? Purpose: The purpose of the study is to explain how real estate companies are working customer-focused when managing commercial properties, as well as understanding the companies’ reasoning behind the choice of working in such a manner. Methodology: A qualitative study was conducted using a deductive approach. The empirical data consists of three personal interviews with respondents from three different real estate companies, which are all active in the commercial property management sector. The respondents’ professional titles are property manager and one CEO.  Results: The study indicates that the real estate companies are working customer-focused by having insight in the customers’ businesses mainly regarding surface related issues. Another part in the customer-focused way of work is a series of actions made to build long-term customer relations and to give the customers the opportunity to create value for themselves. The study also implies that the reasoning behind the customer-focused way of work is the belief that it in the end leads to profitability, mainly through cost savings due to the customers remaining in the properties for a longer time. Key words: Customer focus, customer profitability, commercial property management