Sbusiness

Features

Professional Services: A Strategic Weapon for Product-Focused Firms
By Tom Esposito
 
Service Life-Cycle Management Is a Prerequisite for "Best-in-Class" Field Service—But How Do You Get Management toBuy In?
By Zack Bergreen
 
The Warranty Pot of Gold: Aligning Warranty Processes Across the Service Network Provides Ample Opportunity for Cost Savings, Top-Line Revenue Growth, and Enhanced Customer Loyalty
By Bob Hogg and Vinay Iyer
 
Lean Service: An S-Business Case Study at Hartzell Propeller's Service Center
By Alfred W. Ryan, Jr. and Max Smith
 

Centers of Excellence

CUSTOMER SUPPORT CENTER

Reengineering Customer Support
Part 7: Implementing the New Model
By Dave Brown

FIELD SERVICE OPERATIONS

Product Service Profits
By Joe Patton

MANAGEMENT DEVELOPMENT

Managing through Change
By Dennis Gershowitz

PROFESSIONAL SERVICES

It's All About Building Trust!
By Jim Alexander and Mark Hordes

RESEARCH AND TECHNOLOGY

The End of the Traditional Services Engineer's Job
By Pim Bonsel
 
Managing Change in the Customer Service Environment
By Steve Downton

SALES AND MARKETING

Persuasive Proposals
By Al Hahn

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