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 25+ 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, services assessments, and the development of strategic recommendations for improving service performance and customer satisfaction.
Over the years, Bill has made numerous presentations on the topics of strategic services and marketing planning; services best practices; customer satisfaction and loyalty; and market awareness, image and positioning in a variety of major services venues. He has also had more than 350 articles, columns and features published on topics including Field Service Management (FSM), Service Lifecycle Management (SLM), Customer Relationship Management (CRM), Warranty Chain Management (WCM), Reverse Logistics, Augmented Reality (AR), the Internet of Things (IoT) and others for leading services publications including Field Service Digital, Field Service News (UK), Field Technologies, Integrated Solutions, Reverse Logistics, and Warranty Week, among others.
In 2015/16/17, Bill was named “One of the Twenty Most Influential People in Field Service” by Field Service News (UK); One of the “Top 10 People Every Field Service Pro Should Follow” by Field Service Digital; one of Capterra’s “20 Excellent Field Service Twitter Accounts”; and one of Coresystems’ “Top 10 Field Service Influencers to Follow”. He writes monthly features for Field Service News, Field Service Digital and Field Technologies.
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 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.
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 Gartner’s Worldwide Maintenance and Professional Services Database.
Bill received his BA from Temple University; his MBA/Marketing from Temple’s Fox School of Business; and has completed graduate-level work in Market Research at the University of Pennsylvania. Having received formal training in ISO 9000, Bill was an inaugural appointee to the 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.