Françoise Tourniaire
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 20 years'
experience as a Support and Services executive. Prior to founding FT Works in
1998, she was the Vice President of Worldwide Service at Scopus, a leading
Customer Relationship Management (CRM) tool manufacturer. Before that, she
held executive and other positions with Intel, and with Sybase and Ingres,
both database manufacturers.
Her areas of expertise include designing, pricing, and marketing support offerings; recruiting, training, and organization support staff; defining and implementing support processes; selecting support tools; designing effective metrics; and support center audits.
She is a frequent contributor to support industry newsletters and conferences. She is the author of The Art of Software Support, a practical guide to running software support operations, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, and Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations.
She holds a Bachelor's and Master's in Mathematics from the University of Paris, France, and a Ph.D. in Math and Science Education from the University of California at Berkeley.