Introducing TSIA’s Newest Research VP: Sally Foster, and Her Blog, “What Would Sally Do?”
I’m very pleased to welcome aboard a new member of our research team, Sally Foster, who will serve as vice president of research for field service and support services. Sally will be responsible for benchmark reviews, operational research and inquiries, and driving the research agenda for field service and support. Sally comes to us from IBM, where she was a services executive with a specialty in the areas of security, storage, and field services. She served as a vice president of customer support at Internet Security Systems (ISS), prior to ISS’ acquisition by IBM. Her executive roles have spanned numerous industries and include: president and CEO of Atlanta Career Center, CEO and COO/president of ComputerJobs.com, general manager and vice president of Clarus Corporation, and vice president of business operations for Dun and Bradstreet Software.
Today Sally launched her new blog, “What Would Sally Do?” where she will address member inquiries and discuss emerging trends in the industry. Please add Sally’s blog to your list of industry resources, and stay tuned as she beings publishing a new stream of research for TSIA.com.
For everyone attending our largest event ever, Technology Services World Las Vegas, kicking off next week at the Mirage, Sally will be presenting in three sessions:
- Service Executive’s View on Benchmarking. Sally’s Power Hour session on Monday at 4:15pm, and will discuss the importance of benchmarking as the foundation for building success as a support organization, and credibility with customers. Come hear how you can transform your organization to a thriving–and not just surviving–customer support center by using benchmarking.
- Listening and Acting on the Voice of the Customer. On Tuesday at 2:15pm, Sally will be moderating a panel discussion with the Call Center Group, Juniper Networks and Salesforce.com on challenges and successes in championing the voice of the customer in their organizations.
- Optimizing Your Spare Parts Business. On Wednesday at 11am, Sally will participate in a panel discussion with Avaya, Carestream Health, EMC and NetApp on the three cornerstones of every successful spare parts operation, and how today’s spare parts professional needs to think about these fundamentals: forward logistics, reverse logistics, and metrics.
Please join me in welcoming Sally to TSIA!