Sbusiness

CUSTOMER SUPPORT CENTER

EXPERT PERSPECTIVE

Know Your Customers – Building a Support-Friendly Customer Database
By Francoise Tourniaire

INDUSTRY STANDARDS CERTIFICATION UPDATE

Delivering Superior Support in 75 Countries
With Greg Coleman

SALES AND MARKETING

EXPERT PERSPECTIVE

We Need to Improve Our Negotiating Skills
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

Competing through Understanding Service Value
With Al Hahn

FIELD SERVICE OPERATIONS

FEATURE

Beyond Optimization: Smarter Machines Can Give OEMs a Competitive Field Service Edge
By Chuck Vallurupalli

FEATURE

Rejuvenated FedEx Critical Inventory Logistics: An Interview with John Jasper
By Joe Patton

EXPERT PERSPECTIVE

Patching Potholes on the Path to Smooth Support
By Joe Patton

INDUSTRY STANDARDS CERTIFICATION UPDATE

Innovative Field Service Manager Certification Course Released
With Greg Coleman

MANAGEMENT DEVELOPMENT

FEATURE

The Value of Making Change Stick: Create a Learning Culture with Strategic Reinforcement
By Linda Moran, Ph.D

FEATURE

Why Employees Succeed, Fail, and Leave
By Markku Kauppinen

EXPERT PERSPECTIVE

Take Note: Some Things to Remember About Effective Leadership
By Dennis Gershowitz

PROFESSIONAL SERVICES

EXPERT PERSPECTIVE

Getting Your Professional Services Business on a Level Playing Field Leadership Alignment: A Critical Success Factor—Part 1
By Mike Sanderson

EXPERT PERSPECTIVE

Business Continuity Planning: Preparation Pays Off
By Greg Coleman

INDUSTRY STANDARDS CERTIFICATION UPDATE

How to Rapidly Grow and Manage a Professional Services Business Upcoming Professional Services Certification Learning Session for Managers and Professionals
With Tom Esposito

Departments

Advertisers’ Index

S-Business Research and Technology Center

From the Editor’s Desk

Industry NewsLine

Management Briefs

The AFSMI Connection