Rodger Gallagher, Asia Pacific
Launched in May 1996 Customer Value Management Asia Pacific is a consultancy working in the fields of customer value management, people value added and business and process foresight. Clients include organisations in the following industries:
- telecommunication
- banking
- packaging
- construction
- building products
- medical supplies
- insurance
- travel
- retail
Customer Value Management NZ Ltd has provided CVM consulting services in Australia and New Zealand since 1996. The growth in demand for services in 2000, led to the establishment of Customer Value Management Australia Pty Ltd. The new Australian organisation builds on the foundation of CVM’s Asia Pacific centre in Raglan, New Zealand. CVM Australia’s directors include Rodger Gallagher and Owen Mayall from the Asia Pacific center and Len Budge based in Melbourne. All three Directors have extensive management experience and experience with implementing customer value projects in a number of industries.
Rodger Gallagher has presented papers and run workshops in Australia, Hong Kong, Italy, Korea, New Zealand, Singapore, Thailand, UK and USA. He is also the author of the book, Customer Value Management: The CVA 2000 Collection and of the corporate implementation guide, Focusing on Customer Value Added.
One of the most successful consumer implementations has been with Vodafone New Zealand. CVA’s management science techniques were a major factor in providing the information that helped Vodafone grow its win rate market share from 25% to 55% over a 3 year period and at the same time lifting profitability.
Rodger is one of the leading experts in using customer value, loyalty and CRM approaches. He collaborated with other researchers to first develop the fundamentals of these techniques and then their refinement to sound tools for business and marketing management. His work at Telecom New Zealand is documented in Bradley T. Gale’s book, Managing Customer Value.
At Telecom New Zealand he was Project Manager for the Customer Value project that Telecom New Zealand initiated in 1988. Working with Ray Kordupleski then with AT&T, he deployed a customer satisfaction and value approach using the then unpublished Customer Value Added techniques. Telecom New Zealand successfully used the approach to improve customer service and defend its market share as competitors entered the New Zealand telecommunications market in the early 1990s.