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 |
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... Direct all inquiries to CRC Press LLC, 2000 N.W. Corporate Blvd., Boca Raton, Florida 33431. Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation ...
... Direct all inquiries to CRC Press LLC, 2000 N.W. Corporate Blvd., Boca Raton, Florida 33431. Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation ...
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... direct, manage, and market their hardware and software systems integration, application, installation, and field maintenance and repair organizations. Clients have included such firms as: AT&T, IBM, DEC, GM, Microsoft, Philips, Siemens ...
... direct, manage, and market their hardware and software systems integration, application, installation, and field maintenance and repair organizations. Clients have included such firms as: AT&T, IBM, DEC, GM, Microsoft, Philips, Siemens ...
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... direct service businesses using a general business model and structure. Each individual service industry or market has developed its own descriptive processes, business concepts, and “rules of thumb”. A typical view is that the basic ...
... direct service businesses using a general business model and structure. Each individual service industry or market has developed its own descriptive processes, business concepts, and “rules of thumb”. A typical view is that the basic ...
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... direct equivalents of products yet involve intangibles. The services in this case could be the total output of the company or business (in the case of a full-service business) or could be a part of the revenues of the total business ...
... direct equivalents of products yet involve intangibles. The services in this case could be the total output of the company or business (in the case of a full-service business) or could be a part of the revenues of the total business ...
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... direct or indirect distribution channels Hospitals and healthcare Transportation and distribution Finance/insurance Banking Third- and fourth-party services providers Wholesale/retail Professional services In the general market, as ...
... direct or indirect distribution channels Hospitals and healthcare Transportation and distribution Finance/insurance Banking Third- and fourth-party services providers Wholesale/retail Professional services In the general market, as ...
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 |
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