Customer Value Management - cva info

By: Cvm  06-Dec-2011

"One of my greatest pleasures and rewards is being able to share the knowledge about Customer Value Management that I gathered over the years as Director of Customer Satisfaction at AT&T. Many people have helped me by sharing their knowledge with me.

One of them is a fellow named Harry Brungraber of Jacksonport, Wisconsin. Now Harry and I built a log cabin together 20 years ago. I always wanted to build a log cabin, I always liked the outdoors. I cut trees, hauled logs, stripped them, put them up, and bought a book on building log cabins. But I knew I had to get some help so I befriended Harry, a 50 year old German who had built cabins in the US since he arrived when he was about 19. It was a wonderful experience of about 4 weeks, everyday he would teach me how to build this cabin. We built a beautiful cabin and he would say every day "Ray, I'll teach you everything I know and when I'm all done, you still won't know nothing."

After many years of helping people get started with Customer Value Management I understand what Harry was really trying to say. Every day I learn something new about Customer Value and some days it seems that even though I know a lot about it, I don't know nothing. There is so much to know and so much to learn but I'll tell you one thing, Harry and I built a beautiful cabin together. So I am going to share with you what I've learned at AT&T and over the last few years, working with companies like Fletcher Challenge New Zealand, Nortel, Whirlpool, and Standard & Poors. My work with these companies had taken me from Sao Paulo to Helinski and many other places along the way. I've enjoyed meeting and working with people who have been excited about building customer loyalty and growing market share.

'Downunder' in Australia and New Zealand I work with my good friend and colleague Rodger Gallagher. We have collected some of our notes on what works and what doesn't when you are kicking off a Customer Value Management project. Hopefully you can take some of what we have learned and get yourself started on building the log cabins that you want to build."

Ray Kordupleski 

Other products and services from Cvm


Customer Value Management - cva consulting

Our workshops are designed to provide a process that allows clients to take the knowledge provided by the CVA research and econometric modelling, so that it becomes alive in their own business. Customer Value Management and its associates are able to undertake this work for clients or work with clients who prefer to undertake parts of this work themselves. Consulting to work with clients on the implementation of a Customer Value project.


Customer Value Management - cvm software

Microsoft Excel-based software application that helps you extract important strategic information from your customer value database. Models reveal optimal business scenarios by quickly testing tactical changes to the main drivers of value in your markets. Customer Value Predictor is designed to complement a Customer Value Added or Relative Customer Value measurement system. Customer Value Predictor is our principal software tool.


Customer Value Management - cvm approach

While some of these approaches have come through breakthroughs in analysis of business results coupled with new ways of improving business performance, others have only been made possible by the power of the new generation of networked computers. The combination of customer value analysis techniques along with economic value analysis allows targeted improvement of customer service where it will have the greatest business benefit.


Customer Value Management - seminars workshops

These range from brief introductory seminars through to specialised sessions on topics such as Research Standards and Guidelines for Customer Value Added or Econometrics for Customer Value Added. Customer Value Management specialises in tailoring in-house seminars and workshops for the specific needs of individual clients.


Customer Value Management - masteringcvm ordering

By Ray Kordupleski with Janice Simpson is available by direct order from Customer Value Management Asia Pacific. Mastering Customer Value Management - The Art and Science of Creating Competitive Advantage. Purchases by Cheque or Corporate OrderOrders shipped within 24 hours of receipt of cheque. Credit Card PurchasesCredit card purchases can be made at our CVM Bookstore.