| Item # |
Lecture Title |
Purchase Lectures* |
|
825-00 |
Full set of 37 CDs ($299) |
 |
|
825-99 |
Full Conference mp3 Audio CD Rom ($99) |
|
|
825-98 |
12 Session Special (Buy 10 get 2 free) |
|
| Monday, October 4th 2004 |
|
| 825-01 |
BO—Eliminate Interactions and Improve the Experiences with Kelvin Cross |
|
|
825-02 |
SFT—New S-Business Strategic Opportunities and Direction with Michael Blumberg |
|
|
825-03 |
TS—Facilitating Cultural Change with Business Intelligence with Guy Amisano |
|
|
825-04 |
BO—Putting Outsourcing in Perspective with Panel of Speakers **(2 CDs, $24)** |
|
|
825-05 |
BO—Building Customers for Life with Bill Moore |
|
|
825-06 |
TS—IVR & Labor Delivery Blended Call Center Solutions with Narenda Dev |
|
|
825-07 |
BO—Do You Care About the Plumbing? Designing, Developing, and Modifying Service Offerings with Keith Evans |
|
|
825-08 |
SFT—Instilling and Installing Ethics in Your Organization with Randal Walker |
|
|
825-09 |
BO—Retain Your Top Talent During an Economic Recovery with Stephen Armbruster |
|
| 825-10 |
SFT—Winning with After-Sale Services: The New Frontier of Machine-to-Machine with Steve Pazol |
n/a |
|
825-11 |
BO—Applying Secondary Market Strategies to Asset Recovery and Service with Mike Schuler |
n/a |
|
825-12 |
TS—Seizing Emerging Technologies to Transform Your Service Business with Kristi Urich |
n/a |
|
825-13 |
BO—Progress and Profit with Service Parts with Power Panel |
|
| Tuesday, October 5th 2004 |
|
|
825-14 |
Keynote Address—IT Outsourcing: Strategies That Achieve Win-Win-Win Scenarios with David M. Clementz |
|
|
825-15 |
TS—Wide Area Wireless Data…Technology for Today and the Future with Steve Brumer |
|
|
825-16 |
BO—The Human Side of Enterprise with Roger Henson |
n/a |
|
825-17 |
BO—Changing Your Service DNA: Turning Princes and Princesses into KINGS and QUEENS w/L.Newman; J.Rasmussen |
|
|
825-18 |
BO—Global Diversity and How it Affects Domestic and Global S-Business with Panel **(2 CDs, $24)** |
|
|
825-19 |
SFT—The Future Engineer: Translating Trends into Action with Steve Downton |
|
|
825-20 |
TS—Top-Box Measurement: Creating Customer Loyalty with John Hamilton |
|
|
825-21 |
BO—But…I’m Not an HR Professional: HR Basics for the Rest of Us with Pamela Erskine |
|
|
825-22 |
TS—The Knowledge Management Bubble: Avoid the POP with Michel Manago |
|
|
825-23 |
SFT—The State of Professional Services II: An Industry Comes of Age with James Alexander |
|
|
825-24 |
Keynote Address—What Does it Mean to Be a Service Leader? With Panel |
|
| Wednesday, October 6th 2004 |
|
|
825-25 |
AFSMI Awards Ceremony with John Schoenewald |
|
|
825-26 |
Keynote Address—businessThink: Workplace Entrepreneurship with Steve Smith |
|
|
825-27 |
TS—Implementing an Adaptive and Robust Service Operations System with Rakesh Mohan |
|
|
825-28 |
TS—GPS and Field Service: Theory and Practice with Michael Forbes |
|
|
825-29 |
BO—Measuring the Effectiveness of Customer Support with Frederick Van Bennekom |
|
|
825-30 |
BO—Driving Customer Satisfaction and Loyalty Through Six Sigma Dashboarding with Panel **(2 CDs, $24) |
|
|
825-31 |
SFT—Reinventing Services: Creating the High-Performance Services Organization with M. Hordes; J.Alexander |
|
|
825-32 |
TS—Blended Learning Success: Web Conferencing Assists Interactive Learning & Training with Jim Raisch |
|
|
825-33 |
TS—Device Relationship Management (DRM) for the Real-Time Enterprise with Dale Calder |
|
|
825-34 |
BO—Expanding Your Value Chain of Services with Jim Leake |
|
