FranÇoise Tourniaire
FranÇoise Tourniaire
FT Works
FranÇoise Tourniaire is the founder and owner of FT Works, a consultancy firm that helps technology companies create and improve their support operations. She has over 2 years' experience as a Support and Services executive. Prior to founding FT Works in 1998, she was the VP of Worldwide Service at Scopus, a leading Customer Relationship Management (CRM) vendor.
Quality Monitoring AND Customer Surveys – Is that too much?
Would you wear both a belt and suspenders? Probably not: one device should be enough to hold up your pants. So if you have...
Play Well with Others
If you are serious about your partners, you should be serious about supporting them and their customers. And it's really not that hard. 1. Who...
Can Communities Pay Off?
User communities (forums) are all the rage today so they definitely hit the cool factor -- but can they also save you money? 1. Only...
The Numbers Game: Nine Tips for Better Support Metrics
I just read a wonderful, simple book about statistics that inspired me to think, once again, about support metrics. The book is The Numbers...