Françoise Tourniaire, Founder & Owner FT Works
Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. She is the co-founder of ChurnSquad, a firm that helps technology vendors increase adoption, decrease churn, and maximize expansion revenue.
Her expertise includes process design, designing support websites, soft skills training, and creating effective metrics and dashboards.
She is the author of The Art of Support, a guide to running customer success and support organizations, now in its second edition, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, 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 portfolios.