| Record ID | marc_columbia/Columbia-extract-20221130-007.mrc:403880366:2279 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-007.mrc:403880366:2279?format=raw |
LEADER: 02279mam a22003134a 4500
001 3393325
005 20221020063415.0
008 020816t20032003flua b 001 0 eng
010 $a 2002031761
020 $a1574443461 (alk. paper)
035 $a(OCoLC)ocm50447826
035 $9AVH1522CU
035 $a3393325
040 $aDLC$cDLC$dC#P$dOrLoB-B
042 $apcc
050 00 $aHF5415.5$b.B57 2003
082 00 $a658.8/12$221
100 1 $aBlumberg, Donald F.$0http://id.loc.gov/authorities/names/n90614743
245 10 $aManaging high-tech services using a CRM strategy /$cDonald F. Blumberg.
260 $aBoca Raton, Fla. :$bSt. Lucie Press,$c[2003], ©2003.
300 $axv, 357 pages :$billustrations ;$c25 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
504 $aIncludes bibliographical references (p. 347-348) and index.
505 00 $gPt. I.$tManaging Service: A General Overview and Introduction -- $g1.$tManaging Service as a Line of Business -- $g2.$tManaging Service in Specific Market Segments -- $g3.$tKey Service Management Elements -- $gPt. II.$tCRM and SMS Technology -- $g4.$tInfrastructure and Functions of CRM and SMS Technology -- $g5.$tManaging and Optimizing Service Using CRM and SMS -- $g6.$tState-of-the-Art CRM and SMS Technology -- $g7.$tUsing E-Commerce to Sell, Manage, and Deliver Service -- $gPt. III.$tMarketing and Selling Service -- $g8.$tMeasuring and Evaluating Service Quality -- $g9.$tDeveloping Service Market Strategy and Portfolios -- $g10.$tMarketing and Selling Service -- $g11.$tPricing Service to Maximize Revenues and Profits -- $gPt. IV.$tService Opportunities, Potential, and the Future -- $g12.$tNew Service Market Opportunities and the Use of Service to Change Market Position -- $g13.$tOverall Issues in Managing Service.
505 80 $gApp. A.$tApplication of Benchmarking of Service Operations for Improving Service Organization Productivity and Efficiency -- $gApp. B.$tA New Strategic View of the U.S. Service Market Size, Structure, Segmentation, and Trends.
650 0 $aCustomer services$xManagement.$0http://id.loc.gov/authorities/subjects/sh2008117646
650 0 $aStrategic planning.$0http://id.loc.gov/authorities/subjects/sh85128511
852 00 $boff,bus$hHF5415.5$i.B57 2003