Managing High-Tech Services Using a CRM Strategy Hardback
by Donald F. Blumberg
Hardback
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Description
As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative.
Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer Relationship Management (CRM) infrastructure, enabling you to gain and retain a competitive edge for your company.
This book highlights issues and problem-solving applications including:The correct business model for service and how it differs from a product oriented model The key factors, elements, and dynamics influencing the success and failure of service organizations Development, implementation, and rollout of a superior service operation on either a standalone basis or in support of a product or manufacturing business The integration of service delivery mechanisms and relevant data on a real-time basis Using CRM databases to measure customer satisfaction and quality Supporting CRM efforts with state-of-the-art wireless technologies Estimating the cost of CRM efforts and measuring the resultsThis volume provides a fresh and incisive look at how to successfully manage service businesses.
The author shows you how to rethink the basic service business model and the key operational dynamics in order to optimize your service business, both strategically and tactically, generating significantly increased top line revenues and bottom line profitability.
A core element of this overall customer strategy is CRM, which gives you the tools, systems, and infrastructure you need to get and stay ahead in today's hyper competitive business environment.
Information
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Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Hardback
- Pages:376 pages, 1 Tables, black and white; 1 Halftones, black and white; 112 Illustrations, black and whi
- Publisher:Taylor & Francis Inc
- Publication Date:23/12/2002
- Category:
- ISBN:9781574443462
Other Formats
- PDF from £121.50
Information
-
Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Hardback
- Pages:376 pages, 1 Tables, black and white; 1 Halftones, black and white; 112 Illustrations, black and whi
- Publisher:Taylor & Francis Inc
- Publication Date:23/12/2002
- Category:
- ISBN:9781574443462