Managing High-Tech Services Using a CRM StrategyAs 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, enablin |
Contents
| 1 | |
| 5 | |
| 21 | |
3 KEY SERVICE MANAGEMENT ELEMENTS | 43 |
II CRM AND SMSTECHNOLOGY | 49 |
4 INFRASTRUCTURE AND FUNCTIONS OF CRM AND SMS TECHNOLOGY | 51 |
5 MANAGING AND OPTIMIZING SERVICE USING CRM AND SMS | 65 |
6 STATEOFTHEART CRM AND SMS TECHNOLOGY | 95 |
9 DEVELOPING SERVICE MARKET STRATEGY AND PORTFOLIOS | 169 |
10 MARKETING AND SELLING SERVICE | 187 |
11 PRICING SERVICE TO MAXIMIZE REVENUES AND PROFITS | 221 |
IV ERVICE OPPORTUNITIES POTENTIAL AND THE FUTURE | 239 |
12 NEW SERVICE MARKET OPPORTUNITIES AND THE USE OF SERVICE TO CHANGE MARKET POSITION | 241 |
13 OVERALL ISSUES IN MANAGING SERVICE | 275 |
Appendix A APPLICATION OF BENCHMARKING OF SERVICE OPERATIONS FORI MPROVING SERVICE ORGANIZATION PRODUCTIVIT... | 283 |
Appendix B A NEW STRATEGIC VIEW OF THE US SERVICE MARKET SIZE STRUCTURE SEGMENTATION AND TRENDS | 321 |
7 USING ECOMMERCE TO SELL MANAGE AND DELIVER SERVICE | 129 |
III MARKETING AND SELLING SERVICE | 143 |
8 MEASURING AND EVALUATING SERVICE QUALITY | 145 |
Appendix C BIBLIOGRAPHY | 347 |
INDEX | 349 |
Other editions - View all
Common terms and phrases
ability actual addition analysis application approach associated automation banks basic basis benchmark changes communications companies competitive complete concept contract cost critical dealers demand density depot determine direct distribution effective efficiency engineer equipment establishments evaluation example exist experience factors field service Figure Finally firms focus force function identify important improve increase individual industry infrastructure installed integrated internal involved issues logistics maintenance major manufacturer market segment material measure mechanisms ment needs offer operations optimization overall parameters particularly perceptions performance portfolio problem professional profit public relations repair reported requirements response result retail satisfaction scheduling selling service business service management service market service organizations service personnel specific strategy structure survey tend trends typical understand users utilized vendors warranty