- 376 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Managing High-Tech Services Using a CRM Strategy
About this book
As 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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Yes, you can access Managing High-Tech Services Using a CRM Strategy by Donald F. Blumberg in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- THE AUTHOR
- ACKNOWLEDGMENTS
- CONTENTS
- I MANAGING SERVICE: A GENERAL OVERVIEW AND INTRODUCTION
- 1 MANAGING SERVICE AS A LINE OF BUSINESS
- 2 MANAGING SERVICE IN SPECIFIC MARKET SEGMENTS
- 3 KEY SERVICE MANAGEMENT ELEMENTS
- II CRM AND SMSTECHNOLOGY
- 4 INFRASTRUCTURE AND FUNCTIONS OF CRM AND SMS TECHNOLOGY
- 5 MANAGING AND OPTIMIZING SERVICE USING CRM AND SMS
- 6 STATE-OF-THE-ART CRM AND SMS TECHNOLOGY
- 7 USING E-COMMERCE TO SELL, MANAGE, AND DELIVER SERVICE
- III MARKETING AND SELLING SERVICE
- 8 MEASURING AND EVALUATING SERVICE QUALITY
- 9 DEVELOPING SERVICE MARKET STRATEGY AND PORTFOLIOS
- 10 MARKETING AND SELLING SERVICE
- 11 PRICING SERVICE TO MAXIMIZE REVENUES AND PROFITS
- IV ERVICE OPPORTUNITIES, POTENTIAL, AND THE FUTURE
- 12 NEW SERVICE MARKET OPPORTUNITIES AND THE USE OF SERVICE TO CHANGE MARKET POSITION
- 13 OVERALL ISSUES IN MANAGING SERVICE
- Appendix A APPLICATION OF BENCHMARKING OF SERVICE OPERATIONS FORI MPROVING SERVICE ORGANIZATION PRODUCTIVITY AND EFFICIENCY
- Appendix B A NEW STRATEGIC VIEW OF THE U.S. SERVICE MARKET SIZE, STRUCTURE, SEGMENTATION, AND TRENDS
- Appendix C BIBLIOGRAPHY
- INDEX