Sbusiness

CUSTOMER SUPPORT CENTER

FEATURE

The Customer Care Revolution: The Top Mistakes to Avoid When Responding to Customers
By Scott M. Broetzmann

EXPERT PERSPECTIVE

Optimizing Enterprise Software Support
By Punita Pandey

INDUSTRY STANDARDS CERTIFICATION UPDATE

The Support Center Practices (SCP) Certification Program
By Greg Coleman

FIELD SERVICE OPERATIONS

EXPERT PERSPECTIVE

Aligning Customer Support
By Joe Patton

INDUSTRY STANDARDS CERTIFICATION UPDATE

The Field Service Practices (FSP) Certification Program
By Greg Coleman

MANAGEMENT DEVELOPMENT

FEATURE

Membership Matters: What Is an Association and Why Do You Belong to AFSMI?
By Sue Fern

Enterprise Portfolio Management: An Investment That Pays Off
By Kathleen B. Hass

EXPERT PERSPECTIVE

The Value Proposition in Thinking about Ourselves
By Dennis Gershowitz

PROFESSIONAL SERVICES

EXPERT PERSPECTIVE

Developing a Professional Services Business Strategy: A Perspective
By John Devine

INDUSTRY STANDARDS CERTIFICATION UPDATE

The Professional Service Practices (PSP) Certification Program
By Greg Coleman

Developing Professionals: The Role of Certification
By Janet McAllister and Tom Esposito

SALES AND MARKETING

FEATURE

Outsourced Services: Trends in Selecting the Right Offering and Pricing Strategies
By Mark Burton

EXPERT PERSPECTIVE

Blow the Doors Off of Your Services Sales
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

Services Sales and Marketing Certification
By Al Hahn

Departments

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S-Business Research and Technology Center

From the Editor’s Desk

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Management Briefs

The AFSMI Connection