Françoise Tourniaire 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.

     She's the author of The Art of Software Support, a practical manual to building successful support centers and help desks, and Just Enough CRM, a blueprint to selecting and implementing CRM systems for business line managers, both published by Prentice Hall.

     FT Works specializes in helping technology companies create and improve their support operations. Areas of expertise include designing and pricing support offerings, creating effective support organizations, training support staff, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits.

     David Kay, principal of DB Kay & Associates, has been innovating in

using technology in service of knowledge-intensive business processes like customer support since 1984.

     He has developed business processes and applied software that has empowered knowledge workers in the fields of customer service, e-commerce, library science, business intelligence, software development, and national intelligence analysis.

     Kay has been recognized with a Consortium Innovator Award from the Consortium for Service Innovation for his contributions to their Knowledge-Centered Support and Adaptive Organization initiatives. He has received five patents covering the use of next-generation technology in customer service.

     Kay is a certified Knowledge-Centered Support trainer.