Rodger Gallagher
Rodger on Quality and
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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.
At Telecom New Zealand he was Project Manager for the Customer Value project that Telecom New Zealand initiated in 1988. Working with Ray Kordupleski from AT&T, he deployed a customer satisfaction and value approach using the then unpublished Customer Value Added techniques. Telecom New Zealand as a strategic partner of AT&T was given access to the approach six years before the techniques entered the public domain. It 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.
He has a wide experience of the Telecommunications' business having worked in the areas of general management, network engineering, customer satisfaction & quality, marketing, and information services for Telecom New Zealand.
Rodger led many of the change management projects that have seen Telecom New Zealand change from a government department to a successful business.
In May 1996 he launched Customer Value Management Asia Pacifc, a consultancy working in the fields of customer value management and business & process foresight. His clients include companies in the Banking, Packaging, Construction, Building Products, Forestry, Telecommunication, Medical Supplies, Insurance, Veterinary, Travel, and Retailing industries in Australia, New Zealand, Korea, Singapore, the United Kingdom and Switzerland. He is a director of Customer Value Management Australia Pty Ltd and Customer Value Management New Zealand Ltd. Internationally he has presented papers and run workshops in Australia, Hong Kong, Italy, Thailand, the United Kingdom, and the United States of America.
He is the author of the book, Customer Value Management: The CVA 2000 Collection, and of the corporate implementation guide, Focusing on Customer Value Added. His published papers include, ‘Modelling Customer Satisfaction at Telecom New Zealand’, (European Journal of Marketing) and ‘The Role of Innovation in Establishing a Customer Service Operation for Maximum Customer and Business Benefit’, (Proceedings of the Decision Sciences Institute Fourth International Meeting). His work at Telecom New Zealand is documented in Bradley T. Gale’s book, ‘Managing Customer Value’, in the section: ‘Testing the Customer Value Philosophy at Telecom of New Zealand.’
Rodger graduated from the University of Auckland with a Bachelor of Engineering degree in 1971. He is a member of the Market Research Society of New Zealand, the Institution of Electrical Engineers, and the American Society for Quality.
He lives in Raglan, New Zealand, and is married with two adult children.
Contact Details:
Phone +64 21 761 657
Fax +64 7 825 7486
Email Rodger at rwg@cvm.co.nz
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