Ray Kordupleski, USA


Ray Kordupleski is one of Customer Champions US associatesCustomer Value Management Inc. is a consulting firm specialising in helping organisations create a substantial competitive advantage through the development, implementation, and strategic use of customer satisfaction data and information.

Ray Kordupleski is the President of Customer Value Management Inc. He received his bachelor’s degree in electrical engineering from the University of Illinois, and a master’s in business administration from Loyola University of Chicago. In addition, he recently completed advanced studies in business at Dartmouth College.

Ray’s work in marketing, quality, and customer satisfaction is well recognised. He has served as an advisor on the subject to organisations within the US and Canada such as:

  • Walt Disney World
  • Miliken
  • Hewlett-Packard
  • Faber-Castell
  • Nortel
  • Mead Corporation
  • Wisconsin Electric Power Company
  • Department of Defense Communications Agency

Internationally, he has worked with:

  • BP
  • Swedish Televerkert
  • Quality Association of Finland
  • Telecom Australia
  • Telecom New Zealand
  • ANZ Banking Group of Australia and New Zealand
  • Multibras of Brazil – a division of Whirlpool

Prior to forming his own company, Ray had over twenty-nine years of experience in the telecommunications industry, including positions with Illinois Bell, New Jersey Bell, Bell Atlantic, and AT&T. At AT&T, he was the Customer Satisfaction Director for the corporation.

As a member of the American Marketing Association, he was the chairperson for the Second and Tenth Congress on Customer Satisfaction. He is also a member of the International Service Quality Association (ISQA), and a member of the Advisory Board and Research Roundtable at the Owen Graduate School of Management, Vanderbilt University.

His publications include Why Improving Quality Doesn’t Improve Quality (California Management Review), and Building and Deploying Profitable Growth Strategies based on the Waterfall of Customer Value Added (European Management Journal). Ray is the author of a CDROM, The Customer Value ToolKit (Published by Thomson Executive Press, 1995), and the book, Customer Value Management:The CVA 2000 Collection. His work at AT&T is documented in Bradley T. Gale’s book, Managing Customer Value.

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