Sbusiness

CONFERENCE HIGHLIGHTS

Feature

Meet This Year’s S-Business Mega-Stars: AFSMI Celebrates Its 2006 Award Winners

Feature

2006 S-Business Solutions Summit and Expo Highlights

CUSTOMER SUPPORT CENTER

EXPERT PERSPECTIVE

Training for Keeps: Training Support Staff Well without Breaking the Bank
By Francoise Tourniaire

INDUSTRY STANDARDS CERTIFICATION UPDATE

Global DSO Leader Enhances Support Practices with SCP Certification
With Greg Coleman

FIELD SERVICE OPERATIONS

EXPERT PERSPECTIVE

Don’t Just Go Fishing; Go Catching
By Joe Patton

EXPERT PERSPECTIVE

Learning to Love SoX
By Gundrun K. Granholm

INDUSTRY STANDARDS CERTIFICATION UPDATE

Globalization of Field Service Standards Continues
With Greg Coleman

MANAGEMENT DEVELOPMENT

FEATURE

Achieving Compliance with Industry Standards through Process Certification: What Every Services Executive Should Know
By Michael R. Blumberg and John Hamilton

EXPERT PERSPECTIVE

Making Unhappy Customers Happy—and Happy Customers Even Happier
By William K. Pollock

PROFESSIONAL SERVICES

EXPERT PERSPECTIVE

Getting Your Professional Services Business on a Level Playing Field Leadership Alignment: A Critical Success Factor—Part 2
By Mike Sanderson

INDUSTRY STANDARDS CERTIFICATION UPDATE

Customer Spotlight: Professional Service Practices Certification Program Drives Customer Focus and Delivery Efficiencies
With Greg Coleman

SALES AND MARKETING

FEATURE

“Needs Improvement”
Services Marketing Report Card Highlights Training Needs in Key Areas
By Julie Schwartz

EXPERT PERSPECTIVE

Who Is in Front of the Customer?
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

Do Your Customers Trust You?
With Al Hahn

Departments

Advertisers’ Index

S-Business Research and Technology Center

From the Editor’s Desk

Industry NewsLine

Management Briefs

The AFSMI Connection