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Managing High-Tech Services Using a CRM Strategy - Tapa dura

Blumberg, Donald F.

 
9781574443462: Managing High-Tech Services Using a CRM Strategy
Tapa dura
ISBN 10: 1574443461 ISBN 13: 9781574443462
Editorial: CRC Press, 2002

Sinopsis

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.

    • "Sinopsis" puede pertenecer a otra edición de este libro.

    Acerca del autor

    Donald F. Blumberg

    "Sobre este título" puede pertenecer a otra edición de este libro.

    Editorial
    CRC Press
    Año de publicación
    2002
    Idioma
    Inglés
    ISBN 10 
    1574443461
    ISBN 13 
    9781574443462
    Encuadernación
    Tapa dura
    Número de edición
    1
    Número de páginas
    376
    Contacto del fabricante
    Taylor and Francis, GPSR Taylor and Francis
    gpsr@taylorandfrancis.com

    Taylor & Francis Verlag GmbH, Kaufingerstraße 24
    München
    80331
    Alemania