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	<title>Marketing Insights &#38; More</title>
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		<title>Customer Contact</title>
		<link>http://markpappalardo.com/blog/?p=62</link>
		<comments>http://markpappalardo.com/blog/?p=62#comments</comments>
		<pubDate>Sat, 01 May 2010 18:55:56 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Marketing Strategies]]></category>
		<category><![CDATA[Operations Management]]></category>
		<category><![CDATA[commercial service]]></category>
		<category><![CDATA[customer contact]]></category>
		<category><![CDATA[methos of delivery]]></category>
		<category><![CDATA[physical]]></category>

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		<description><![CDATA[There are five different dimensions of customer contact in service processes:

Physical      presence
What      is processed
Contact      intensity
Personal      attention
Method      of delivery

For example,  a company provides pest control service for commercial and residential [...]]]></description>
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		<title>Benchmarking Study</title>
		<link>http://markpappalardo.com/blog/?p=60</link>
		<comments>http://markpappalardo.com/blog/?p=60#comments</comments>
		<pubDate>Sat, 01 May 2010 18:54:58 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Market Research]]></category>
		<category><![CDATA[Operations Management]]></category>
		<category><![CDATA[action]]></category>
		<category><![CDATA[analysis]]></category>
		<category><![CDATA[Benchmark]]></category>
		<category><![CDATA[competitive]]></category>
		<category><![CDATA[intergration]]></category>
		<category><![CDATA[Planning]]></category>

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		<description><![CDATA[Step 1: Planning: 
Identify what to be benchmarked and the firms to be used for comparison
Step 2: Analysis:
Determine the disconnect between the firms performance and that of the benchmarked
Step 3: Integration:
Establish goals and support of those whose resources need to accomplish the goals
Step 4: Action:
Develop action plans and teams that will help implement the plans [...]]]></description>
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