Sbusiness

Exhibitor Insight

AFSM International’s 36th S-Business Solutions Summit and Expo

CUSTOMER SUPPORT CENTER

FEATURE

Measuring Customer Dissatisfaction
By Bob Furniss and Scott O. Thomas

EXPERT PERSPECTIVE

Knowledge Management for Savvy Support Managers
By Francoise Tourniaire

INDUSTRY STANDARDS CERTIFICATION UPDATE

DoubleClick Doubles Its Competitive Edge with SCP Certification
With Greg Coleman

FIELD SERVICE OPERATIONS

FEATURES

Service Level Agreements: Today’s Critical Success Factors
By Brian McCarthy

Strategic Service Review: A Case Study
By Walt Gasparovic

EXPERT PERSPECTIVE

The Mysteries of Capital Budgeting
By Gudrun Granholm

Developing Customer-Centric Services Managers
By Joe Patton

NDUSTRY STANDARDS CERTIFICATION UPDATE

Globalization of Standards Program Continues
With Greg Coleman

MANAGEMENT DEVELOPMENT

FEATURE

40 Developing Your People
By John Contogeorge

EXPERT PERSPECTIVE

Measuring and Improving Your Own Customer Management Performance
By William K. Pollock

PROFESSIONAL SERVICES

EXPERT PERSPECTIVE

Managing Customer Satisfaction, Loyalty, and Win/Loss Reporting: A Focus on Professional Services
By Denny Sigloh and Al Gaige

INDUSTRY STANDARDS CERTIFICATION UPDATE

Pilot Certification “Learning Workshop” for Professional Services Managers: A Resounding Success
With John Schoenewald

FileNet First Enterprise Content Management Company to Achieve Professional Service Practices Certification
With Greg Coleman

SALES AND MARKETING

EXPERT PERSPECTIVE

Service Pricing Trends
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

Asking Customers the Right Questions
With Al Hahn

Departments

Advertisers’ Index

S-Business Research and Technology Center

From the Editor’s Desk

Industry NewsLine

Management Briefs

The AFSMI Connection

Cover illustration by Julie Gebhard.