Samenvatting

eVision Industry Software develops applications for companies in the oil and gas industry that are used for the creation of permits-to-work, improvement of site safety, and control and analysis of health and environment issues. The business has grown fourfold over the last two years, due to global contract with such customers as Shell, BP, and Total, among others. This report was commissioned to examine why it is important for eVision to improve its customer relations and how this can be done effectively. The research shows that for the last few years the company has focused solely on delivering and selling products, undermining the relation with the customer. While contracts often last for years, customers are only reactively supported. Further investigations reveal that up to now, no steps have been taken to quantify customer satisfaction. The report concludes that a better service can turn customers into promoters of the brand. To achieve this, all departments within the company will have to change to a proactive work ethic. It is recommended: -that eVision organises a regular conference for the major customers, facilitating a debate during which talks about current issues and developing trends can be discussed; -that more social media channels are utilised, to widen the possible audience; and that more regular news updates are published on the website, to enlarge the online footprint and increase the appeal of the website.