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 xiv
... ..................................................................225 Price/Fee Structures ............................................................................226 Implementing a Pricing Strategy..................
... ..................................................................225 Price/Fee Structures ............................................................................226 Implementing a Pricing Strategy..................
Page xv
... ..... 283 Appendix B: A New Strategic View of the U.S. Service Market Size, Structure, Segmentation, and Trends ........................ 321 Appendix C: Bibliography.................................................................
... ..... 283 Appendix B: A New Strategic View of the U.S. Service Market Size, Structure, Segmentation, and Trends ........................ 321 Appendix C: Bibliography.................................................................
Page 2
... structure involved in managing a service business and to describe the design, concepts, and applicability of CRM technology and infrastructure in support of this service management process. This general introduction describes the ...
... structure involved in managing a service business and to describe the design, concepts, and applicability of CRM technology and infrastructure in support of this service management process. This general introduction describes the ...
Page 3
... structure and function exist across all service businesses and that from this service business perspective the ... structural dynamics, case studies, examples, and procedures, we have attempted to provide a clear prescription and ...
... structure and function exist across all service businesses and that from this service business perspective the ... structural dynamics, case studies, examples, and procedures, we have attempted to provide a clear prescription and ...
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... structure, and practice for management, marketing and selling service as a strategic line of business based upon the underlying concepts and dynamics of service. Most executives and managers of service businesses would naturally ask 5 1 ...
... structure, and practice for management, marketing and selling service as a strategic line of business based upon the underlying concepts and dynamics of service. Most executives and managers of service businesses would naturally ask 5 1 ...
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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