William K. Pollock is President of Strategies For Growth^SM, a full service management consulting firm based in Westtown, Pennsylvania USA. During the past 30 years Bill has consulted to more than 250 client organizations throughout the United States, Canada, Europe, the Middle East, Southeast Asia and Australia. These engagements have involved strategic services planning, market research/surveys, customer satisfaction measurement and tracking, competitive market analyses and business intelligence gathering, vertical market assessments, operations assessments, business process evaluation/re-engineering, and the development of strategic recommendations for improving service performance and customer satisfaction.

Mr. Pollock has made numerous speeches on the subjects of strategic and marketing planning; customer satisfaction and loyalty; product and services marketing; Customer Relationship Management (CRM); and market awareness, image and positioning in a variety of major services venues. In recent years he has addressed seven AFSMI World Conferences and the association's Fourth Annual Healthcare Services Conference; Help Desk Institute's annual Support Systems Conference & Expo; NASM's World Educational Congress; PCI's Service and Support World Expo; five HealthTech and Medical Imaging Conferences; and numerous CRM Association Conferences, ASQ Quality Symposiums, IQPC Conferences and APICS Chapters.

In 1999, Bill co-chaired the Telecom Track at AFSMI's 29th World Conference, and presented one of the track seminars. In 2000, he keynoted DITEC 2000, and chaired the Medical Services Track at AFSMI's 30th World Conference, among others. In 2001, he served as the Track Co-Chair for AFSMI's full-day Medical Services Symposium, in conjunction with the association's 31st World Conference. In 2002 his seminars included a CRM Preparedness Workshop at HealthTech 2002 and the Atlanta and DC/Baltimore CRM Association chapters; a Strategic Planning seminar at HealthTech 2002; and a CRM Power Panel/Presentation at AFSMI's 2002 Sbusiness Education Summit. In May 2002, Bill presented a one-hour Webinar in behalf of AFSMI on the topic of "Is Your Organization Ready for CRM? And Are You Prepared to Implement It?" He was also the featured speaker for a second AFSMI Webinar on May 13, 2003 on the topic of "Customer Preparedness". In 2004 Bill was the featured speaker for two more AFSMI Webinars on the topics of "The Case for Cost Containment: Making Real World Choices" and "Transforming Market Research into Customer Satisfaction and Retention"

Bill's 2005 appearances included IQPC's Remote Device Monitoring & Management Conference ("What Is Remote Device Monitoring & Management, and How Can Your Organization Benefit from It?"), and AFSMI's 35th World Conference (panelist on the topic of "Customer Value Proposition"), among others. In March 2006, Bill served as Chairman for IQPC's Service Parts Inventory Management Conference in San Diego, conducting a workshop on the topic of "Leveraging Service Parts Inventory Management into Improved Customer Satisfaction" and presenting on the topic of "Using Logistics to Maximize Customer Service and Competitive Performance". In 2007, he has participated in Webcasts for clients including ViryaNet and others.

Mr. Pollock has also had numerous articles published on topics including strategic services planning, customer satisfaction and loyalty, Customer Relationship Management (CRM), services marketing, logistics, channel partnerships, vertical market segmentation, outsourcing, Business Process Evaluation/Reengineering (BPE/R), the bank/financial and healthcare services industries, and others for services trade publications including AFSMI's Sbusiness (formerly The Professional Journal), IT Services News, Computer Service & Repair, Reverse Logistics Magazine, Healthcare Technology Management, 24x7, Service and Support World, Medical Imaging, Hospital News, American Shipper, Bank Management, TAWPI's TODAY, and and Field Force Automation's Mobilizer newsletter. He has written AFSMI's Customer Service, Marketing and Business Development and Customer Relationship Management (CRM) columns since 1997, and was a regular columnist for the Outsourcing/Services Technology Center chapter of CMP Publications' www.PlanetIT.com webzine for its entire two-year run. Bill has also "ghostwritten" published articles and "white papers" for more than two dozen client organizations since 1993, and was awarded AFSMI's "Professional Writers/Consultant" Writing Awards in 1994 and 1999 - the association's only two-time award winner in this category.

In addition, Mr. Pollock has held the position of Managing Analyst, Services Industry for the Datapro Information Services division of Gartner since 1994, having authored more than 200 individual services market reports and competitive, domestic and international market analyses, services end-user needs and requirements assessments, services vendor profiles, and other related reports. In this capacity, Mr. Pollock also served as a co-designer and principal analyst for Datapro/Gartner's Worldwide Maintenance and Professional Services Database.