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Management

J.B. Wood
President & CEO

 

J.B. Wood is the President and CEO of the technology service industry's three largest trade associations – Service & Support Professionals Association (SSPA), Technology Professional Services Association (TPSA), and Association for Services Management International (AFSMI). Under his leadership, these organizations co-founded the Service Research and Innovation Initiative (SRII) with IBM and Oracle, a broad initiative supported by leading tech companies to advance the amount of targeted, funded services research.

Spearheading a broad agenda of vital strategic initiatives as the service and support industry enters the 21st century, Wood is particularly interested in programs which enhance the practical value of these associations for member companies by educating executives on ways to heighten efficiencies, customer brand loyalty, and overall return-on-investment. He spends a considerable amount of time on advocacy issues, helping build awareness of the vital role that service and support plays across a growing spectrum of both business-to-business and consumer product categories.

Over the course of his career, Wood has counseled hundreds of leading companies including Cisco, Microsoft, Oracle, and IBM, on leveraging quantitative, verifiable metrics to improving products and services through a more concise understanding of their customer bases.

Wood is a frequent speaker at key industry events such as CES, Software Publishers Association, and International Oracle Users Group Meeting, in addition to SSPA, TPSA, AFSMI and SRII conferences. He has been quoted in business and technology press including The Wall Street Journal, Fortune, Business Week, CNET, Computerworld and CRM Magazine.His published papers and articles include "Rise of Services,""Customer Satisfaction & Loyalty," and "Top Talent for Technical Support Study."

Previously, Wood was a co-founder of InsightExpress, which pioneered use of the Internet in market research applications, resulting in quantum reductions in the cost, time and complexity of research. Prior to InsightExpress, he was president and CEO of Prognostics, one of the largest research and consulting companies in the IT industry. Wood also spent 10 years in the software industry as a marketing executive.

Diane Brundage
Senior Vice President
Marketing & Sales

 

Diane Brundage is the Sr. Vice President of Membership and Partnership Development for AFSMI. In that capacity, she is responsible for all membership acquisition and retention as well as the marketing of the association’s various programs into the industry at large.

Ms. Brundage has over 25 years experience in sales and marketing in the technology and software sector. Prior to her joining SSPA and TPSA, she served as senior vice president of sales and marketing for Rainmaker Systems, Inc., a business process outsource service focusing on sales, marketing and order management of service contracts for technology companies. From 2000 to 2002, she served as senior vice president of sales, marketing and customer service for Creative Planet, Inc., an enterprise business software and application service provider to the entertainment industry.

Prior to 2000, among other things, Ms. Brundage served as vice president and general manager of Compaq Computer/Digital Equipment Corp.'s Customer Service Business Unit, director of World Wide Strategic Relations at Apple Computer, Inc. She has an MBA from Loyola University of Chicago and a BS in Finance from the University of Illinois, as well as an Advanced Management Certificate from INSEAD.

Thomas W. Pridham
Senior Vice President,
Membership Development

 

In this important role that serves to move the AFSMI mission forward, Tom maintains overall responsibility for developing and providing members with access to core knowledge and capabilities including the associations service/support offerings. This includes Organizational Certification, Operational Service & Support Consulting, Advisory Services, Executive Education, and Individual Education & Training. In addition to his AFSMI responsibilities, Tom is leading the Service Research & Innovation (SRII) initiative, whose mission is to increase the amount of funding for services research, development and innovation in the technology industry.

Previously, Tom was the CEO of Diversified Software; President of Micro Optics Design Corp.; and Vice President, Western Region, for Amdahl Corporation. In each of these executive roles he gained the knowledge and experience that service and support is a critical foundation for effective and efficient procurement, installation, implementation, integration, deployment and ongoing use of hardware, software and services to global corporations. As a result, Tom shares SSPA’s passion for the need for technology companies to increase their investment in service research and innovation in order to meet the growing complexity and demands of our service based economy.

Tom holds a Bachelor of Arts degree in commerce and economics from the University of Toronto.

Tom Rich
Vice President
Member Programs

 

Tom Rich currently serves as Vice President of Member Programs, dedicated to providing our members with the resources, research, and services to optimize their professional services businesses.  

Over his 20-year career in the technology industry, Tom Rich has acquired deep insights into the knowledge infrastructure of the IT sector and shared his expertise with senior management teams throughout the industry. Prior to TPSA, he was a Regional Vice President at TNS Prognostics; one of the leading worldwide providers of survey-based research and consulting to the IT industry. In that capacity, he provided strategic counsel to CEOs and executive management in the formulation of organizational change action plans in response to customer, partner, and employee feedback. Over that same period, he was a frequent speaker at industry conferences and in boardrooms on the topic of customer satisfaction and loyalty. Earlier in his career, while in senior marketing and sales positions in project management and CRM software companies, he played key roles in building and growing installed base account management programs.

He holds a Bachelor of Science degree in operations research from Yale University, and served in the US Navy and the US Naval Reserve, where he attained the rank of Captain.

Denise Villamil
Director
AFSMI Member Programs

 

Denise has been in the high-tech industry for over 12 years. Her recent work experience includes positions within the fabless semiconductor and software sectors, directing the efforts of sales and marketing teams in companies like S3 Inc., HP, Accolade and Atari Corporation.   In addition to her experience in the Electronics space, Denise has also worked in the biotech industry in various management positions both for large biotech corporations and for start-up companies.  Denise experience in working with large and small organizations has given her the opportunity to interface with a wide range of cross functional work teams which has allowed her to contribute to the growth of these organizations.  This wide range of business experience and professional contacts has proved to be an asset in her role as VP of Member Services