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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Page v
... to meet customer needs and requirements for service and support and to assess, as an expert witness, damage to users and buyers of service. ACKNOWLEDGMENTS The concept and analytical framework, technology, and processes for. v THE AUTHOR.
... to meet customer needs and requirements for service and support and to assess, as an expert witness, damage to users and buyers of service. ACKNOWLEDGMENTS The concept and analytical framework, technology, and processes for. v THE AUTHOR.
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... Analysis and Management...................45 Understanding and Focus on Customer Perceptions and Requirements ...............................................46 Randomness of Demand................................................
... Analysis and Management...................45 Understanding and Focus on Customer Perceptions and Requirements ...............................................46 Randomness of Demand................................................
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... ..155 Service Satisfaction Audit and Evaluation.........................................156 .....155 155 Summary of Requirements for Customer Satisfaction and Service Quality Control xii Managing High-Tech Services Using a CRM Strategy.
... ..155 Service Satisfaction Audit and Evaluation.........................................156 .....155 155 Summary of Requirements for Customer Satisfaction and Service Quality Control xii Managing High-Tech Services Using a CRM Strategy.
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Donald F. Blumberg. Summary of Requirements for Customer Satisfaction and Service Quality Control and Coordination............................157 Benchmark and Evaluation of Service Productivity.........................159 Method of ...
Donald F. Blumberg. Summary of Requirements for Customer Satisfaction and Service Quality Control and Coordination............................157 Benchmark and Evaluation of Service Productivity.........................159 Method of ...
Page 3
... requirements, rather than from the viewpoint of a traditional product-based business model. We hope that we will be able to provide a new insight, a different perspective, and workable solutions to dealing with service business ...
... requirements, rather than from the viewpoint of a traditional product-based business model. We hope that we will be able to provide a new insight, a different perspective, and workable solutions to dealing with service business ...
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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