Bill Pollock is President of Strategies For GrowthSM, a research analyst, thought leadership, content development, and advisory consulting firm based in Westtown, Pennsylvania USA. During the past 30 years Bill has consulted to more than 300 client organizations throughout the United States, Canada, EMEA and Asia-Pac.
The firm’s engagements have involved strategic services planning, market research/customer 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.
Over the years, Bill has made numerous Webcast, Workshop and Trade Show presentations on the topics of strategic and marketing planning; best practices; 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. He has also had more than 300 articles, columns and features published on topics including strategic services planning, customer satisfaction and retention, Field Service Management (FSM), Service Lifecycle Management (SLM), Customer Relationship Management (CRM), services marketing, Warranty Chain Management (WCM), reverse logistics, vertical market segmentation, outsourced field service labor, Business Process Evaluation/Reengineering (BPE/R) and others.
Bill’s thought leadership papers have been published in numerous services trade journals including Field Service Digital, Field Service News, Field Technologies Online, Reverse Logistics, Warranty Week, AFSMI’s Sbusiness, and TAWPI’s TODAY, among others. In addition, Bill has ghostwritten dozens of published articles on behalf of the firm’s client organizations in many of these services journals.
In recent years, Bill has keynoted/chaired and/or presented at services industry trade shows, workshops and conferences, including Copperberg’s Field Service Summit (UK); multiple IQPC Remote Monitoring, Inventory & Spare Parts and Services Marketing conferences; Reverse Logistics Association’s Annual Conference & Expo; Service Management’s SME Annual Conference and Expo (UK); Service Industry Association’s Annual Summit; and many others (i.e., historically including multiple AFSMI World Conferences, APICS, Healthtech, National Association of Services Managers (NASM) Annual Conference, etc.). While at the Aberdeen Group, Bill chaired the company’s 2009 Chief Services Officer (CSO) Summit; and later co-chaired The Service Council’s inaugural Services Executives Symposium.
Bill has also keynoted and/or presented at numerous clients’ annual Users Group conferences for clients including Astea, SAP, ServicePower and others.
Bill is also included in several of the field services industry’s Top 10/20 lists, including one of the “Twenty Most Influential People in Field Service” by Field Service News (2015 and 2016); Field Service Digital’s “Top 10 People Every Field Service Pro Should Follow” (2015); Capterra’s “20 Excellent Field Service Twitter Accounts” (2015), and Coresystems’ “Top 10 Field Service Influencers to Follow” (2015).
From July 2012 through January 2013, Bill served as Co-Founder, President and Chief Research Officer (CRO) of The Service Council, a services trade association. From November 2008 through May 2010, Bill led Aberdeen Group’s Strategic Service Management Practice, holding the title of Vice President, Principal Analyst. During that time, he authored several published benchmark reports covering the areas of service benchmarking and measurement, service delivery optimization, contract and warranty management, parts management, reverse logistics and the state of service management.
In addition, Bill had previously held the position of Managing Analyst, Services Industry for Gartner from 1994 through 2001, 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, He also served as a co-designer and principal analyst for Datapro/Gartner’s Worldwide Maintenance and Professional Services Database.
Bill received his BA and MBA/Marketing degrees from Temple University and has completed graduate-level work in Market Research at the University of Pennsylvania. He has also received formal training in ISO 9000, and was an inaugural appointee to the 1994 Board of Examiners of the Pennsylvania Quality Leadership Awards as a Senior Lead Examiner.
Bill has served as President of the Philadelphia Area Chapter of AFSMI, and founded the Philadelphia Chapter of the CRM Association. He also sat on the Board of the West Chester, Pennsylvania-based Friends Association for Care and Protection of Children, and served as Chairman of the Board for the Delaware Center for the Creative Arts (CCArts) (2005-2006). He is married to Constance, and resides in Westtown, Pennsylvania.