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, Françoise 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, as well as with Sybase and Ingres, both database manufacturers.
Her areas of expertise include designing customer success programs, creating and pricing support offerings, soft skills training for support and customer success professionals, creating staffing models, selecting support tools, designing effective metrics and dashboards, and conducting assessments of support organizations.
Françoise is a frequent contributor to support industry newsletters and conferences. She’s also the author of The Art of Software Support, a practical guide to running software support operations, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support packages.
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.
For our global team, we conduct a broad array of outreach and inter-active activities to announce strategic direction, goals and objectives including: live, interactive videocasts leveraging our TelePresence locations to pipe in golobal leaders and participants, with real time chat, Q&A & polling funcionality to ensure thorough rollout & understanding of direction, followed by in-person leadership meetings to drill down to tactics and provide additional details. We continue with monthly open forum Q&A “Brown Bags” and quarterly social gatherings to additionally provide in-person access to and visibility of leaders.
Each quarter, the VP of Global Support holds a series of All Hands meetings. This gives employees around the world the opprotunity to hear directly from the top of the Support organization. We cover our yearly goals, and strategic projects we are working on, a quick review of numbers (particularly Customer Satisfaction) and shout-outs.
Anything that is discussed in the All Hands is also discussed in each individual Director and Manager’s staff meetings. This gives employees time to digest the information and gives them the opportunity to ask quesions in a smaller setting.