RAFT Advisory Services LLC

Understand where confidence is breaking down.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

I evaluate your operations, people, processes, and performance to uncover root causes and identify the highest-impact opportunities.

Create the operating model that supports predictable execution.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

I design practical frameworks, playbooks, and processes that bring clarity, align teams, and create consistency at scale.

Equip leaders to sustain success long after the engagement ends.

I coach leaders, strengthen capabilities, and embed accountability so your team continues to improve and deliver results.

Organizations Typically Engage Me When...

Support Feels Out of Control

You Want to Set Your Support Leader Up for Success

The team is stuck reacting. Escalations are increasing, execution is inconsistent, and leadership is losing confidence.

I help identify what is breaking, stabilize immediate pressure, and build a practical operating model that the organization can sustain.

Explore Support Operations Stabilization

You Want to Set Your Support Leader Up for Success

A capable Support leader is stepping into a larger role, navigating transition, or operating without experienced leadership above them.

I provide an experienced partner who helps strengthen the operation, guide decisions, and build the leader’s confidence—without replacing them or adding permanent executive overhead.

Explore Support Leadership Advisory

Why Organizations Trust Me

Executive Leadership Experience

Notified - Vice President, Global Services & Support
IDEXX - Director, Global Customer & Technical Support
Gartner - Vice President, Worldwide Technical Support
Merrill Lynch - Director, Global Infrastructure Services

Proven Results

Reduced escalations by more than 80%
Sustained CSAT above 92%
Led global Support organizations across 90+ countries
Led Support organizations service 14,000+ employees, 8,000+ customer organizations, and 50,000+ annual enterprise events
Recent advisory engagements focused on operational stabilization, operating playbooks, and leadership advisory

Learn More About Eric

Over three decades leading global Support organizations, I developed the proprietary RAFT + NUDGE operating framework to create predictable execution, strengthen accountability, and build Support operations their leaders can trust.

RAFT (Respond And Follow Through)

Creates ownership and disciplined operational follow-through.

NUDGE (Next Update Due for a Great Experience)

Creates predictable communication and clear expectations for customers, stakeholders, and teams.

Together, they reduce uncertainty, strengthen trust, and help Support organizations scale with confidence.

Helping organizations build support operations their leaders can trust.

Does This Sound Familiar?

Why This Happens

How I Help

Understand where confidence is breaking down.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

Create the operating model that supports predictable execution.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

Equip leaders to sustain success long after the engagement ends.

Equip leaders to sustain success long after the engagement ends.

Equip leaders to sustain success long after the engagement ends.

Organizations Typically Engage Me When...

Support Feels Out of Control

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

Why Organizations Trust Me

The RAFT + NUDGE Framework

Want to Serve Your Customers Better? Give 'Em a NUDGE!

Let's Talk

Every organization reaches a point where growth begins to expose operational challenges. Let’s talk about what’s happening in your organization and whether RAFT Advisory Services can help.

Helping organizations build support operations their leaders can trust.

Does This Sound Familiar?

Why This Happens

How I Help

Understand where confidence is breaking down.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

Create the operating model that supports predictable execution.

Equip leaders to sustain success long after the engagement ends.

Create the operating model that supports predictable execution.

Equip leaders to sustain success long after the engagement ends.

Equip leaders to sustain success long after the engagement ends.

Equip leaders to sustain success long after the engagement ends.

Organizations Typically Engage Me When...

Support Feels Out of Control

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

You Want to Set Your Support Leader Up for Success

Why Organizations Trust Me

The RAFT + NUDGE Framework

Want to Serve Your Customers Better? Give 'Em a NUDGE!

Let's Talk

Every organization reaches a point where growth begins to expose operational challenges. Let’s talk about what’s happening in your organization and whether RAFT Advisory Services can help.

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