› Services Marketing (revenue, profit, service contracts, renewals, products)
- Why Companies Sell Service Contracts and Why People Buy Them (.pdf)
- Service Contracts: 9 Reasons for Non-Renewals (.pdf)
- Who Needs Another Service Plan Now? (.pdf)
- Almost Everything You Wanted to Know About Service Options (.pdf)
- Winning With Services & Support (.pdf)
› Customer Satisfaction and Loyalty (Surveys)
- The Hidden Gold in Qualitative Feedback (Survey Magazine, June 2011) (.pdf)
- Jumping into the Pool before You Know The Water Depth (.pdf)
- Designing A Survey Instrument (.pdf)
› Growing A Business (operations, growth, profit, organization)
- Seven Key Elements to Drive Call-Center Effectiveness With Engaged Employees (CCA Inbound Magazine, January 2012) (.pdf)
- Turning Data Into Insight (Inside Technology Services, TSIA’s quarterly journal of technology services thought leadership and opinion, January 2012) (.pdf)
- Taking Care of Your Customer's Customers (Loyalty 360™, September 2011) (.pdf)
- Creating Annuity Revenue through Value-Added Services (TSIA Journal, October 2011) (.pdf)
- Evolving from Product Focused to Services (.pdf)
- Collaborate To Create Profitable Growth (.pdf)
- Annuity Revenue (.pdf)
- A Unique Business Opportunity to Create Annuity Revenue (.pdf)
- Complexity And The Customer Experience (.pdf)
- Customer Loyalty and Choice (.pdf)
- Using A Customer Loyalty Program to Build Competitive Advantage (.pdf)
- CEM Programs - No One-Size-Fits All (.pdf)