Managing High-Tech Services Using a Crm Strategy

As the service industry continues to grow more competitive and sophisticated, the need to develop a customer-focused business strategy will become more imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct service organizations with a strategy, supported by the Customer Relationship Management (CRM) infrastructure, that will gain and retain your service organization's competitive edge. Author Donald Blumberg provides a fresh and incisive look at how to successfully manage a service business. Mr. Blumberg shows you how to rethink the basic service business model and key operational dynamics in a way that will optimize your service business, both strategically and tactically, and generate significantly increased top line revenues and bottom line profitability. He demonstrates how CRM can give you the tools you need to get and stay ahead in today's hyper competitive business environment. Combining 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 business markets and situations. While many books address how to create and manage a profitable service-based business, few address how to integrate key strategies with the wealth of detail you will find in Managing High-Tech Services Using a CRM Strategy.