| Item # |
Lecture Title |
Purchase Lectures* |
|
1019-00 |
Conference Multimedia CD Special (All Audio and Speaker files—PowerPoint slides & handouts) ($199)
Note: The Multimedia CD can be listened to and viewed in any computer (PC or MAC) |
 |
|
1019-99 |
Full Conference mp3 Audio files ($99) **audio files can be listened to in any iPod, mp3 player, or computer** |
|
|
1019-98 |
MP3 Audio Files for Any 1 Day of Conference ($49) **audio files can be listened to in any mp3 player, computer |
|
| Monday, September 18, 2006 |
|
| 1019-K1 |
Keynote by Gary Bridge |
|
| 1019-01 |
FSO—People, Parts and Pricing: Achieving Maximum Value Across your Service Supply Chain—Mike Landry |
|
|
1019-02 |
SM—Supercharging Service Sales with Certification—Al Hahn |
|
|
1019-03 |
CSC—Why the Customer Care Revolution Has Failed SO FAR (Part 1: Customer Care—The Multibillion Dollar Sinkhole:
A Case of “Customer Rage” Unassuaged—Scott M. Broetzmann |
|
|
1019-04 |
PS—Leveraging Standards to Improve Professional Service Operations—John Foley, Joe Kuderer |
|
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1019-05 |
MD—Finances for the Nonfinancial Manager—Larry Swaton |
|
|
1019-06 |
FSO—Why Service Needs Performance Management—Darius Kasinskas |
|
|
1019-07 |
SM—Building a Bridge Between your Support and Sales Organizations—David Licosati |
|
|
1019-08 |
CSC—The Customer Lifecycle: Presales and Services through to Support—Charles Mann, Lianne DeMarte |
|
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1019-09 |
PS—The Five Keys to Managing SLA Compliance and Client Expectations—Peter Manni |
|
| 1019-10 |
CSC—Honeywell Turns Real-time Customer Feedback into Bottom-Line Results—Charles Grabon, John Chisholm |
|
|
1019-11 |
MD—Proactive Project Management Methods for Service Leaders—Debbie Phillips |
|
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1019-12 |
FSO—Opportunities and Challenges Setting Up Service Centers in Hazardous Regions—Doug Palmer, Douglas A. Fellows |
|
|
1019-13 |
SM—Selling Customer Service in the High Tech Environment—David McCroskey |
|
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1019-14 |
PS—Account-Based Marketing: Improve your Demand, Positioning, and Profitability within Target Accounts—David Munn |
|
| Tuesday, September 19, 2006 |
|
|
1019-K2 |
Keynote by Mike Gillis |
|
|
1019-15 |
MD—Rome Wasn’t Built in a Day: Its Success was Engineered Through Exceptional Management—Phil Miller |
|
|
1019-16 |
FSO—Speak Up! How Voice Recognition Makes Field Service Crew More Productive at a Lower Cost—James Greenwell, Dave Grove |
|
|
1019-17 |
SM—Emerging Trends in Field Service Practices—Stephen Slade |
|
|
1019-18 |
CSC—Why the Customer Care Revolution Has Failed SO FAR (Part II: Customer Rage: A Fad or a Curse on the Conventional Wisdom of Customer Care?)—Scott M. Broetzmann |
|
|
1019-19 |
PS—Getting Ahead, without Losing your Head—Ken Siegel |
n/a |
|
1019-20 |
MD—Can We Ever Afford to Lose a Customer?—Dennis Gershowitz |
|
|
1019-21 |
FSO—Innovative Models for Growth: How Air Products and nPhase Envision Growth in Services through their Recent Joint Venture—Steve Pazol |
|
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1019-22 |
SM—Winning Internal Customers—James Payne |
|
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1019-23 |
CSC—Becoming Customer Centric—Craig Bailey |
|
| Wednesday, September 20, 2006 |
Purchase Lectures* |
|
1019-K3 |
Keynote by William Steenburgh |
|
|
1019-24 |
MD—S³ Alignment™: How One Company Creates Sales, Support, and Services Teamwork—Scott Watson |
|
|
1019-25 |
FSO—Global Reengineering—Stephen Downton, Pim Bonsel |
|
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1019-26 |
SM—The State of Services Marketing and Sales—Al Hahn, James Payne, Sid Saleh |
|
|
1019-27 |
CSC—Leveraging Standards to Create a World Class Support Operation—Todd Abney |
|
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1019-28 |
PS—Service Delivery Optimization—William Puso, Mike J. Shelor |
n/a |
|
1019-29 |
MD—Global Alliances—Eric M. Berlin |
|
|
1019-30 |
CSC—Proactive Customer Care: Not Your Dad’s Call Center—Ken G. Dawson |
|
