Cathy Gelb is a Senior Instructor with ITSMA, specializing in sales, sales management, leadership and services quality training. She has been working with clients such as Microsoft, Deloitte & Touche, Hewlett-Packard, Biogen, New York Times, and Matsushita to upgrade their sales and leadership capabilities. Prior to joining ITSMA, Ms. Gelb worked for many years with The Forum Corporation, a leading training and development company located in London, England.

Ed Levine is a Senior Instructor with ITSMA, specializing in negotiation skills, sales and sales management. Ed founded and sold a Computer Aided Design firm in San Francisco. Since then he has designed and delivered sales training and consulting for companies including CISCO Systems, IBM, Pfizer, Mentor Graphics, Compaq, DHL Freight, Bank Of The West, Susquehanna Radio Group, Conde Nast Publications, ATT, Siebel Systems and others.

Linda-Gene Peterson is a Senior Instructor with ITSMA, specializing in selling skills and sales management. She has 17 years of experience with IBM, and 10 years with Lotus Development Corporation. During her career at Lotus, Ms. Peterson gained significant international experience, delivering all sales training required in Europe, South Africa, the Middle East and the Pacific Rim.

Philip Dover, Ph.D., is the Faculty Director for the School of Executive Education for Babson College. He is a leading authority on strategic marketing and has published extensively in academic and industry journals on the topic. Dr. Dover's distinguished career includes faculty positions at Cranfield School of Management and the University of Warwick in England, IMD in Switzerland, and American University and the Sloan School of Management at MIT in the United States.

Liam Fahey, Ph.D., is an Adjunct Professor of Strategic Management at Babson College, and President of The Learning Partnership. He previously taught at Northwestern University's J.L. Kellogg Graduate School of Management. He is the author of eight books and over forty articles. His most recent books, Learning from the Future: Competitive Foresight Scenarios and Competitors: Outwitting, Outmaneuvering and Outperforming are the basis for his discussions in the course.

Christopher W. Hart, Ph.D., is a dynamic educator, sought-after consultant, and prolific author in the arena of services marketing and management. His distinguished academic career includes appointments at Harvard Business School, and The Executive Education Program, and the University of Michigan Business School. In his role as consultant to leading service organizations, Dr. Hart has helped AT&T, Citibank, Federal Express, General Electric, GE Capital, GTE, Harley Davidson, and others, strengthen and expand customer relationships. Dr. Hart has received four awards for his six books and over 40 articles, including a McKinsey "Article of the Year" Award for his Harvard Business Review article, "The Power of Unconditional Service Guarantees."

Lynn Phillips, Ph.D., principal of Reinventures Inc., designs and presents executive education and implementation guidance to help businesses become more market focused. He has held marketing faculty appointments in graduate business schools at U.C. Berkeley, Stanford, Harvard, and Northwestern. Lynn is a superb educator and has received the Distinguished Teaching Award at Stanford Business School.

Lauren Wright, Ph.D., is a professor of marketing at California State University, Chico. She is past chair of the American Marketing Association's Special Interest Group for Services Marketing (SERVSIG) and has served as research director of the International Service Quality Association. She is the author of a text on services marketing and has published articles on service quality, new service success, and business process redesign. Her research findings have been presented at many national and international conferences. She holds a BS from the University of Oregon and MBA and Ph.D. degrees from Pennsylvania State University, where she won the Marketing Science Doctoral Dissertation Award.

About ITSMA
ITSMA specializes in helping companies market and sell services and solutions more effectively. As a membership organization, we provide research, consulting, and training to the world's leading technology, communications, and professional services providers to generate increased demand, strengthen customer relationships, and improve brand differentiation. ITSMA is based near Boston, and has offices in London and Tokyo. Learn more at www.itsma.com.