Knowledgebase

Service and Support Operations
Compensation and HR
Customer Satisfaction/Experience
Knowledge Management
Management
Organizations
Outsourcing
Professional Services
Templates and Checklists
Training/Onboarding
Contract Design/Pricing/Sales
Tools and Technology
Web Support
Services Marketing


Consultants Open House

We're always happy to offer informal advice to ASP members about topics that the ASP has researched. In addition, we've recruited a group of independent consultants who've agreed to offer complimentary "open house" hours on a regular basis. To schedule an open house session, send an e-mail to the expert of your choice, describing the topic you'd like to explore and your availability. (Before you speak on the phone, we recommend that you send the consultant a package of background materials.)

Please note that the first hour of consulting is complimentary. If the first hour is so exciting that you decide to keep talking, you may be asked to pay an hourly or daily fee. The ASP receives no payments or commissions for the Consultants Open House, and we do not guarantee that the expert advice you get will make you happier, thinner, or fabulously rich.


James Alexander
Founder, Principal
Alexander Consulting
239-671-0740
alex@alexanderstrategists.com
alexander strategists.com
Areas of expertise: Building and growing profitable services businesses within product companies
Transitioning from free to fee
Training frontline personnel: SAMS, CSMs, FSEs, PS consultants and Sales on relationships and influencing skills
Customer Success consulting
Customer Experience consulting
Open House Hours: Fridays, 11am-noon EST



Joe Barkai
Principal
Joe Barkai Management Consulting
+1 781-864-9011
joe@JoeBarkai.com
JoeBarkai.com
Areas of expertise: • The Industrial Internet of Things
• Connected service technologies and business models
• Service & support knowledge management
• Artificial Intelligence and machine learning for Support
• Diagnostics and prognostics methods
• Design for Servicability
Open House Hours: Email to make appointment



Mikael Blaisdell
Principal
Mikael Blaisdell & Associates
1911-A Buena Vista Avenue
Alameda, CA94501
510/865-4515
mikael@mblaisdell.com
www.mblaisdell.com
Areas of expertise:
  • Customer Success Management Group consulting
  • SaaS/Cloud Customer Support team assessment & enhancement
  • Customer Relationship Architecture
  • Success / Support Group Technology consulting for customers and/or vendors
Open House Hours: Friday, 11:00 am—12:00 noon (PST)



Martha Brooke
Chief Analyst & Founder
Interaction Metrics
206-428-3091
marthab@interactionmetrics.com
www.InteractionMetrics.com
Areas of expertise:
  • Customer Experience Metrics
  • Customer Service Evaluations, Experience Plans, & Mystery Shops
  • Customer Surveys, Interviews, & Verbatim Text Analysis
To raise the bar on customer service evaluations and surveys, Martha Brooke founded Interaction Metrics in 2004. With groundbreaking metrics like the Quality of Customer Interaction™ Score, Martha and her analysts apply a scientific approach to customer loyalty. Connect with Martha to discuss customer experience best practices, where you need deeper insights, and the best metrics and methods for your objectives. If you don’t measure it, you don’t know it—so measure the right things with the right metrics, and make sure you’re getting the most value from what you have in place.
Open House Hours: Friday, 10:00 am - 2:00 Pm (PST)



Dave Brown
President
Support Center University
560 Campo Way
Superior, CA80027
303/494-4932
dave.brown@supportcenteru.com
www.supportcenteru.com
Areas of expertise:
  • Support Center Assessment/Analysis
  • Operational Improvement Projects (for efficiency gains, capacity improvement, and customer satisfaction improvement)
  • Requirements Definition and Tool Selection (Phone/ACD/Contact systems, CRM, & Knowledge Management)
  • Staffing Models and Workload Analysis
  • Alternative Support Models (e.g. Outsourcing or Offshoring decision/assistance)
Open House Hours: Friday, 12:00 noon—2:00 pm (EST)



Paul M. Dooley
President & General Manager
Optimal Connections, LLC
26621 Heather Brook
Lake Forest, CA92630
949/305-3544
pmdooley@optimalconnections.com
www.optimalconnections.com
Areas of expertise:
  • Surveys services—online Web-based surveys of customers, partners, employees, memberships
  • Marketing services—for products or services: research, competitive analysis, content development, packaging, pricing, positioning, promotion
  • Help Desk services—support center assessments, audits for certification, training, new help desk/support center installation and setup
Open House Hours: Friday, 11:00 am—12:00 noon (PST)



Lynn Hunsaker
Customer Experience Strategist
ClearAction
1069 Cassia Way
Sunnyvale, CA94086
408/687-9700
lynn@clearaction.biz
www.clearaction.biz
Areas of expertise:
  • Customer touchpoint alignment, customer hassle prevention
  • Drive upstream process improvements to improve service capability
  • Align support levels with customer lifetime value
  • Team recognition system to motivate major improvements
  • Leading indicator dashboards to drive action and predict results
  • Interaction Bridges skills to influence timely follow-through
Open House Hours: Monday 10:00—11:00 am (PST)



David Kay
Principal
DB Kay & Associates, Inc.
408/568-3551
david@dbkay.com
www.dbkay.com
Areas of expertise:
  • KCS and Knowledge Management for Service and Support
  • Customer Self-Service
  • Strategic Measures for Support
  • Surveys and Voice of the Customer
  • Customer Experience Journey Mapping
Open House Hours: Mondays, 9:00 - 10:00 Pacific -- by prior arrangement



Sam Klaidman
Principal Adviser
Middlesex Consulting
508-877-1924
sam@middlesexconsulting.com
www.middlesexconsulting.com
Areas of expertise: Areas of expertise:

• Readiness To Serve Assessments
• Services Value Creation
• Services Revenue Creation
• Service Contract Design
• Surveys and Voice of the Customer
• Customer Experience Journey Mapping

Open House Hours: Mondays, 9:00 - 10:00 Eastern -- by prior arrangement



Lyn Kramer
Managing Director
Kramer & Associates Consultants, LLC
20801 Biscayne Blvd, Suite #403
Miami, FL33180
305-791-4180
lkramer@kramerandassociates.com
www.kramerandassociates.com
Areas of expertise:
  • Strategic Contact Center & Help Desk assessments.
  • Benchmarking Contact Centers & Help Desks. 
  • Contact center technology evaluations and recommendations, including omnichannel and multichannel. 
  • Employee engagement assessments for Contact Centers & Help Desks. 
  • Quality management assessments and recommendatons for Contact Centers & Help Desks. Workforce management and optimizatiion for Contact Centers & Help Desks.
Open House Hours: Friday 12pm - 1pm Eastern, by Appointment



Jennifer MacIntosh
Okas Consulting
1596 Century Rd.
Ottawa, ONON K0A 2E0
613/692-9053
jennifer.macintosh@okas-consulting.com
@okasconsulting
www.facebook.com/okasconsulting
Areas of expertise:
  • Customer Experience strategy & development
  • Business Intelligence – metrics, kpis and analytics
  • Knowledge Centered Support (KCS) – training and consulting
  • Online services, knowledge-base, communities & social support
  • Process improvement initiatives
  • Tool selection and implementation 
Open House Hours: Monday, 12:00 pm—1:00 pm (EST)



Evans A. Manolis
President
Medical Intelligence International Medical
603-249-5019
emanolis@marketiimedical.com
www.marketiimedical.com
Areas of expertise:
Evans A. Manolis is the President and Partner of Market ii Medical, a customer experience consulting firm that works with some of the worlds leading companies to help them increase customer loyalty, retain more customers and grow more rapidly and profitably.
Evans is widely viewed as a leading expert in customer experience strategy and service sales. Over the past 20 years he has worked with hundreds of service organizations helping them build and sustain a customer focused service culture. He uses his experience and insight to advise companies of all sizes on how to increase customer retention, identify and salvage at-risk accounts, generate service revenues and profits by effectively selling services and engage and empower employees to help deliver a better overall customer experience.



Adam Ramshaw
Director and Founder
Genroe
L32 1 Market St
Sydney, NSW
+61 2 9191 4700
aramshaw@genroe.com.au
www.genroe.com
Areas of expertise: Customer feedback / Net Promoter Score
Customer Experience Management
Customer Journey Mapping
Customer Focused Change Management

Open House Hours: Please email to make an appointment



Kristin Robertson
KR Consulting
604 Saddlebrook Drive
Colleyville, TX76034
krisrob@krconsulting.com
www.krconsulting.com
Areas of expertise:
  • Knowledge-Centered Support—training and consulting
  • Support Center assessment and certification
  • Executive coach for support center directors
  • Process improvement initiatives
  • Creating a positive work culture in Support Centers
Open House Hours: Friday, 11:00 am—12:00 noon (CST)



Sid Salah
ServicesRevenue
320 Hess Avenue
Golden, CO80401
www.servicesrevenue.com
Areas of expertise:
  • Customer needs analysis to improve renewal rates
  • Service negotiations and competitive benchmarks
Open House Hours: Friday, 10:00 am—12:00 noon (MST)



M.M. 'Sath' Sathyanarayan
President
Global Development Consulting, Inc.
408/865-0474
sath@OffshoringSuccess.com
www.OffshoringSuccess.com
Areas of expertise:
  • Offshore outsourcing strategy — determine feasibility, develop roadmap
  • Offshore vendor selection
  • Offshore audits
  • Workshops on managing support relationships
  • Coaching on offshoring issues
Open House Hours: Monday, 9:00—10:00 am (PST)



Victoria Spencer
Vp, Customer Success
Tek Experts
Duinbeek 99
, Lelystad8226TR
+31 6 5373 4634
victoria.spencer@tek-experts.com
tek-experts.com
Areas of expertise:
  • Customer Success Management consulting
  • Support Delivery Outsourcing Strategies
  • Global Expansion Strategies
  • Support Organization Profitability Improvements
  • Support Sales and Renewals organizational improvements
  • Support Services Portfolio redesign
Open House Hours: please email to make an appointment for a phone consultation



Colin Taylor
Chairman & CEO
The Taylor Reach Group
19 Mercer Street, #302
Toronto, ONM5V 1H2
Areas of expertise:
  • Strategic Planning, Operational Design, Planning and Management
  • Team Bulding – Reaching for Excellence
  • Process Mapping and Design
  • Leveraging emerging Contact Center technologies
  • Site Selection/ Contact Center builds
  • Customer Service, Technical Support
  • CRM, Loyalty programs
  • North American and International experience
  • Experience operating internal and outsource contact centers
Open House Hours: Tuesday, 2:00—4:00 pm (EST)



Françoise  Tourniaire
Principal
FT Works
71 Cody Lane
Los Altos, CA94022
FT@ftworks.com
www.ftworks.com
Areas of expertise:
  • Support center audits
  • Packaging and selling support services
  • Support process definition
  • Training and coaching for support staff
  • Tool selection and implementation
  • Support metrics
Open House Hours: Monday, 8:00—9:00 am (PST)



Jeanne Urich
Management Consultant
SPI Research
25 Boroughwood Place
Hillsborough, CA94010
jeanne.urich@spiresearch.com
www.spiresearch.com
Areas of expertise:
  • Professional services management and strategy
  • Helping clients move from product-centric to services-centric marketing
  • Financial metrics



Fred Van Bennekom
Principal
Great Brook Consulting
421 Main Street
Bolton, MA01740
978/779-6312
www.greatbrook.com
Areas of expertise:
  • Design for supportability
  • Customer survey assistance
Open House Hours: Monday, 2:00—4:00 pm (EST)



Phil Verghis
The Verghis Group
Box 123, 1770 Massachusetts Avenue
Cambridge, MA02140-2808
phil@verghisgroup.com
www.verghisgroup.com/about/testimonials/
Areas of expertise:
  • Service & support assessments
  • Training and coaching
  • Outcome-based support metrics
  • Software as a Service optimization
  • Integrating social media across the company
  • Knowledge Management (KCS V5) training and implementation
  • Facilitation and keynotes/talks
  • Global support, outsourcing and offshoring decisions