Len Budge
Len Budge is a consultant specialising in Customer Relationship Management (CRM). He is passionate about helping organisations provide excellent customer service.
Len has been working in the fields of customer satisfaction management, customer service and CVM/CRM since 1985. He works in association with Rodger Gallagher of Customer Value Management New Zealand and Ray Kordupleski of Customer Value Management Inc (New Jersey), using techniques like Customer Value Analysis.
His thirteen years as a senior business executive in the rapidly changing
telecommunications and information services industry, has given Len significant experience in helping managers and staff understand customer feedback, build customer relationships, and retain and increase revenue.
As National Manager CRM with Telstra Corporation Ltd, Len established a CRM
programme that sought synergies from bringing together the business functions of Customer Retention, Customer Loyalty, Customer and Employee Satisfaction, Customer Research and Data, Complaints Management, and Customer Privacy. He was accountable for supporting a range of Sales Channels including call centres, retail stores, door-to-door and via the Internet.
With Telstra, Len also had senior roles managing change management, processes and systems, strategy and policy, performance measurement, regulatory activities, and market research. He established a national market research program that was Australia's largest, ongoing, customer perception-monitoring program. It was highly innovative and focused on improving customer service quality. Modelling and other data analysis tools and techniques were developed to assist decision making and reporting. It was this work, and an international search for best practice approaches, that led Len to link up in 1991 with Rodger Gallagher and Ray Kordupleski
Combined with Information Technology postgraduate qualifications, Len also has sixteen years experience in a wide range of appointments across the IT spectrum.
Len is married, has twin daughters, and is also passionate about cross country skiing. He has been the Australian and is the Victorian Junior Cross Country Skiing Coach and he is an active masters competitor in endurance sports.
Contact Details:
Ph + 61 3 9467 8039
Mobile +61 417 352 845
Post 46 Jacqueline Rd Bundoora
Victoria 3083 Australia
E-mail lenb@cvm.com.au |
