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Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours by Anne Stanton

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Maximizing Support Profitability and Effectiveness

Let’s jump away from the Microsoft Dynamics CRM software a bit and consider how we might significantly increase the profitability of support. In many situations, support and good customer service is a necessary expense, but it can also be a real profit center.

To maximize the profitability of support, you need to define what services you are offering. These could be different levels of telephone support or specific services that are performed in the office. You might also have some proprietary knowledge that is valuable. Take the time to really define and bundle these offerings. When you bundle the offerings, consider the following:

• What are you offering?

• What is the market value of these ...

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