Sbusiness

FIELD SERVICE OPERATIONS

Feature

Quantifying the Business Cost of Independent Repair Vendors: And Their Impact on Service Quality
By Michael Blumberg

Feature

Using a Common Foundation: How One Organization Fosters Service Maturity and Global Consistency
By Steven Wu and Charles O’Donnell

EXPERT PERSPECTIVE

Listen to Emotional Economics
By Joe Patton

EXPERT PERSPECTIVE

Aligning with the Corporate Strategy: More on Winning Your Business Case
By Gundrun K. Granholm

CUSTOMER SUPPORT CENTER

EXPERT PERSPECTIVE

Self-Service Support: A Do-It-Yourself Audit in Eight Steps
By Francoise Tourniaire

INDUSTRY STANDARDS CERTIFICATION UPDATE

Driving Global Support Consistency
With Greg Coleman

MANAGEMENT DEVELOPMENT

EXPERT PERSPECTIVE

Getting the Best out of Our Teams
By Dennis Gershowitz

PROFESSIONAL SERVICES

FEATURE

Lead Nurturing: The Unsung Hero of Professional Services Marketing
By Mike Schultz

EXPERT PERSPECTIVE

Professional Services Automation: Choices and Challenges
By Don Schueler

SALES AND MARKETING

FEATURE

Long Warranties Are for Losers
By Jim Payne

EXPERT PERSPECTIVE

Marketing Professional Services
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

The Soft Close
With Al Hahn

Departments

Advertisers’ Index

S-Business Research and Technology Center

From the Editor’s Desk

Industry NewsLine

Management Briefs

The AFSMI Connection

Vendor Spotlight

Cover Image
Cover Concept: Jim Payne
S-Market Strategies
Rochester, New York
www.smarketstrategies.com
Photography: Scott Hamilton
Hamilton Productions
Rochester, New York
www.hamiltonproductions.com