Managing High-Tech Services Using a CRM Strategy

Blumberg, Donald F.

ISBN 10: 1574443461 / ISBN 13: 9781574443462

Published by CRC Press LLC, 2002

About this Item

Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.

Seller Inventory # GRP91310306

Bibliographic Details

• Title: Managing High-Tech Services Using a CRM Strategy
• Publisher: CRC Press LLC
• Publication Date: 2002
• Language: English
• ISBN 10: 1574443461
• ISBN 13: 9781574443462
• Binding: Hardcover
• Edition: 1st Edition.
• Condition: Very Good
• Weight: 1.554 pounds

About this title

Synopsis

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, enabling you to gain and retain a competitive edge for your company.

This book highlights issues and problem-solving applications including:

The correct business model for service and how it differs from a product oriented model

The key factors, elements, and dynamics influencing the success and failure of service organizations

Development, implementation, and rollout of a superior service operation on either a standalone basis or in support of a product or manufacturing business

The integration of service delivery mechanisms and relevant data on a real-time basis

Using CRM databases to measure customer satisfaction and quality

Supporting CRM efforts with state-of-the-art wireless technologies

Estimating the cost of CRM efforts and measuring the results

This volume provides a fresh and incisive look at how to successfully manage service businesses. The author shows you how to rethink the basic service business model and the key operational dynamics in order to optimize your service business, both strategically and tactically, generating significantly increased top line revenues and bottom line profitability. A core element of this overall customer strategy is CRM, which gives you the tools, systems, and infrastructure you need to get and stay ahead in today's hyper competitive business environment.

About the Author

Donald F. Blumberg