Over the years, Ray's insights, unique consulting style and hands-on approach have helped hundreds of companies around the world and in many industries boost sustainable competitive advantages and increase performance and profitability.
Prior to forming CVM, Inc. Ray had over twenty-nine years experience in the telecommunications industry, including customer-related positions with Illinois Bell, New Jersey Bell, Bell Atlantic, and AT&T. At AT&T he was the Customer Satisfaction Director for the corporation, where the use of customer value management had its genesis in the early 80s and resulted in remarkable results prior to the breakup of AT&T.
Ray's work in quality, customer satisfaction and customer value management is well recognized. He has consulted globally with firms in Australia, Brazil, Canada, Chile, England, Finland, France, Hong Kong, India, New Zealand, Norway, Sweden and the United States. His consulting, speaking and seminar activities have spanned a variety of industries: energy, telecommunications, financial services, entertainment, insurance, pharmaceuticals, high tech manufacturing, chemical, and consumer goods.
This wide range of activities and experiences has resulted in Ray being considered one of the true leaders in the CVM movement and someone eminently qualified to help your company.
Ray is the author of Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage, an innovative and informative how-to manual, and co-author of The CVA 2000 Collection.
Ray has published articles in major journals, including "Why Improving Quality Doesn't Improve Quality" California Management Review, "Building and Deploying Profitable Growth Strategies Based on the Waterfall of Customer Value Added" European Management Journal and "Marketing and Total Quality Management" Oxford University Press.
As a member of the American Marketing Association, Ray was the chairperson for its Second and Tenth Congresses on Customer Satisfaction and has regularly addressed its annual conferences. He is a member of the Editorial Review Board of the Journal of Service Research, sponsored by the Robert H. Smith School of Business, University of Maryland.