As the service industry continues to grow more competitive and sophisticated, the need to develop a customer focused business strategy also continues to become more imperative. Managing High Tech Services Using a CRM Strategy explores how to manage and direct service organizations utilizing a high tech strategy supported by the Customer Service Management (CRM) infrastructure that will gain and retain your service organization's competitive edge. Donald Blumberg,
an internationally recognized authority on service business
strategy and the worldwide services market, with over 34 years of experience in consulting globally to a broad array of
small, medium, and large corporations, provides a fresh and
incisive look at how to successfully manage the service business. Mr. Blumberg 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. Mr. Blumberg highlights issues and problem-solving applications such as: What is the correct business model for service and how does it differ from a product oriented service model? What are the key factors, elements, and dynamics influencing the success (or failure) of the service business? Developing, implementing, and rolling out a superior service operation on either a standalone basis or in support of a product or manufacturing business. Making
service businesses more competitive by integrating service delivery mechanisms and relevant data on a real-time basis. Employing CRM as a mechanisms to advance a service strategy Adding to the perceived value of a service 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 how to measure the resultsCombining theory, structural dynamics, case studies, examples, state-of-the-art assessments, and market research results, the author clearly presents workable strategies for managing, marketing, and selling service in a variety
of different business markets and situations. While many books have addressed how to create and manage a profitable service-based business, few have addressed how to integrate key
service strategies with CRM with the wealth of detail you will find in Managing High Tech Services Using a CRM Strategy.
By:
Donald F. Blumberg (D.F. Blumberg Associates Gladwyne Pennsylvania USA)
Imprint: CRC Press Inc
Country of Publication: United States
Dimensions:
Height: 234mm,
Width: 156mm,
Spine: 25mm
Weight: 676g
ISBN: 9781574443462
ISBN 10: 1574443461
Pages: 376
Publication Date: 23 December 2002
Audience:
College/higher education
,
Professional and scholarly
,
Professional & Vocational
,
A / AS level
,
Further / Higher Education
Format: Hardback
Publisher's Status: Active
MANAGING SERVICE: A GENERAL OVERVIEW AND INTRODUCTION. Managing service as a line of business. Managing service in specific market segments. Key service management elements. CRM AND SMS TECHNOLOGY. Infrastructure and functions of CRM and SMS technology. Managing and optimizing service using CRM and SMS. State-of-the-art CRM and SMS technology. Using E-commerce to sell, manage, and deliver service. MARKETING AND SELLING SERVICE. Measuring and evaluating service quality. Developing service market strategy and portfolios. Marketing and selling service. Pricing service to maximize revenues and profits. SERVICE OPPORTUNITIES, POTENTIAL, AND THE FUTURE. New service market opportunities and the use of service to change market position. Overall issues in managing service. APPENDICES.
