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 |
From inside the book
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Page i
... Understanding Iran is the latest addition to the library of Polk's sharp, smart analysis of a region that America doesn't understand well enough. There are scoops in this book about how close the United States has come to war with the ...
... Understanding Iran is the latest addition to the library of Polk's sharp, smart analysis of a region that America doesn't understand well enough. There are scoops in this book about how close the United States has come to war with the ...
Page vii
... understand our differences is not to know the weaknesses of the other but is an opportunity to first reaffirm our own identity, and second, to understand the other. These remarks on epistemology and heuristics are an attempt to clarify ...
... understand our differences is not to know the weaknesses of the other but is an opportunity to first reaffirm our own identity, and second, to understand the other. These remarks on epistemology and heuristics are an attempt to clarify ...
Page 12
... understand ourselves, the better we can hope to understand and communicate with others. This entails having time and space to notice and reflect on what we are experiencing. That kind of understanding is not the same as the acquisition ...
... understand ourselves, the better we can hope to understand and communicate with others. This entails having time and space to notice and reflect on what we are experiencing. That kind of understanding is not the same as the acquisition ...
Page 2
Kareem Khalifa. 1.1. Kinds of Understanding Even among philosophical accounts of understanding, there are many kinds ... understand that you might not enjoy reading this book. Broad Linguistic The name of a language Schatzi understands ...
Kareem Khalifa. 1.1. Kinds of Understanding Even among philosophical accounts of understanding, there are many kinds ... understand that you might not enjoy reading this book. Broad Linguistic The name of a language Schatzi understands ...
Page 15
... understand Roman Catholics and that Roman Catholics should understand Protestants . Until this task is accomplished , there is little hope of dealing construc- tively with the tensions that exist between them . This book is designed to ...
... understand Roman Catholics and that Roman Catholics should understand Protestants . Until this task is accomplished , there is little hope of dealing construc- tively with the tensions that exist between them . This book is designed to ...
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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