Sbusiness

FIELD SERVICE OPERATIONS

Feature

Benefiting from Organizational Benchmarking: An Interview with Sony Electronics' Dan Wiersma
By James Gaidry

Feature

Pushing the Technology Envelope for Field Service Management Profit
By Ron Wegmann, Sr. and Dave Miller

EXPERT PERSPECTIVE

Time Is Money
By Joe Patton

EXPERT PERSPECTIVE

Strategies for Effective Partner Management
By Greg Coleman

EXPERT PERSPECTIVE

Finance: The Strategy Translator
By Gundrun K. Granholm

CUSTOMER SUPPORT CENTER

EXPERT PERSPECTIVE

Process Tuning: Spring Cleaning for Support Organizations
By Francoise Tourniaire

INDUSTRY STANDARDS CERTIFICATION UPDATE

Industry-Standard Support Manager Course Reaches Global Milestone
With Ben Stephens

MANAGEMENT DEVELOPMENT

EXPERT PERSPECTIVE

Honing In on the Key Management: Skills Needed for Success
By Sue Fern

PROFESSIONAL SERVICES

EXPERT PERSPECTIVE

The Role of Your Strategic Account Manager: Are Your Account Executives Gatekeepers or Gateways to Expanding Your Account Relationships and Capturing Global Opportunities?
By Mike Byrnes and Ed Petrozelli

INDUSTRY STANDARDS CERTIFICATION UPDATE

Professional Services: A Business within the Business
With John Hamilton

SALES AND MARKETING

FEATURE

Increasing Services Prices Can Grow Sales
By Jim Payne

FEATURE

Creating New Services—Maximizing Your Expertise
By Laurie Young

EXPERT PERSPECTIVE

Internal Marketing
By Al Hahn

INDUSTRY STANDARDS CERTIFICATION UPDATE

Handling Objections Is for Rookies
With Al Hahn

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S-Business Research and Technology Center

From the Editor’s Desk

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The AFSMI Connection