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Managing High-Tech Services Using a CRM Strategy

Donald F. Blumberg
€179.80
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A01=Donald F. Blumberg
advanced CRM implementation strategies
Author_Donald F. Blumberg
avoidance
BAI
business
CA LL
call
Call Avoidance
Category=KJQ
Category=KJSU
Category=UF
CRM
CRM Strategy
CRM Technology
customer
Customer Satisfaction Measurement
customer satisfaction metrics
Data Base
e-commerce service delivery
eq_bestseller
eq_business-finance-law
eq_computing
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
ER VI
field
Field Service Personnel
Fu Ll
Full
High Tech Service
Logistics Pipeline
management
organization
PDA
portfolio
Pr Ep
Public Relations Mechanisms
real-time data utilization
relationship
satisfaction
SE RV
Service Business
Service Business Model
service business modeling
service market segmentation
Service Organization Management
Service Oriented Business Model
SMS
SMS technology integration
Te Ch
Vertical Market Segment

Product details

  • ISBN 9781574443462
  • Weight: 676g
  • Dimensions: 156 x 234mm
  • Publication Date: 23 Dec 2002
  • Publisher: Taylor & Francis Inc
  • Publication City/Country: US
  • Product Form: 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 results

    This 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.
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