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ISBN: 1574443461Издательство: CRC Press
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...