Managing High-Tech Services Using a CRM Strategy

Managing High-Tech Services Using a CRM Strategy

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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.The second mechanism for satisfying the warranty commitment is to provide the appropriate services either in the field or at some defined depot repair location to fix ... Circuit City and Sears have found that buyers tend not to make as much use of service warranty guarantees as they might be entitled to for the following reasons: The unit purchased simply did not fail within the warranty or extended warranty time frame. ... The purchased unit was sold to a third party or is no longer used.

Title:Managing High-Tech Services Using a CRM Strategy
Author: Donald F. Blumberg
Publisher:CRC Press - 2002-12-23

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