It may be a cliché, but our people are the basis of our success, and when we succeed so do you. We can only be as effective as the people who work for us—and you. We operate as a network organization, with talented associates in various jurisdictions including Australia, UK, Ireland, New Zealand, Saudi Arabia and Oman. Check out the profiles below of some of our talented and experienced people.
Francis Buttle established the company in 1973. He has a PhD from the University of Massachusetts and has been a full Professor of Marketing, Customer Relationship Management (CRM), Relationship Marketing and Management at 3 of the world’s top 40 graduate schools of management. He is author of 7 books and 300 articles, an elected Fellow of the Chartered Institute of Marketing, Company Director, and has been lead consultant on more than 50 projects. He is an expert on CRM, customer experience management, marketing, service quality, relationship quality, and customer complaints management. Francis is a frequent speaker at corporate and professional conferences. His latest book is Social CRM - what is it and what does it mean for your business?
John Murphy is an expert on service quality, customer loyalty and customer retention management. His PhD is from the University of Ulster. He has been Chief Executive of the Irish Quality Association and Professor of Customer Management at Manchester Business School in the UK. He is author of 4 books, Company Director and an elected Fellow of 5 professional bodies including the International Academy for Quality.
John Turnbull is an expert on customer value management, CEM and CRM. He has extensive experience on the both the vendor side (CRM technologies) and client side. He has led many CRM and CEM projects. His CRM engagements have included building the business case for CRM investment, formulating the CRM vision and strategy, planning the roadmap for CRM implementation, and vendor selection and appraisal. He has also managed CRM implementations for clients. John has an MBA from UTS, Sydney, and has published on CRM issues.
Lawrence Angis an expert on marketing research with many years’ experience in quantitative and qualitative analysis. He has lead and conducted projects for clients in banking, insurance, investment, airline, telecommunications, pharmaceuticals, tourism, manufacturing and education. His research projects include advertising evaluation, pricing, market sizing, new product evaluation, and customer satisfaction. He has a PhD from the Australian Graduate School of Management, and is a full member of the Marketing Research Society of Australia.
Martin Williams has many years experience in direct and database marketing. He founded the agency Cartwright Williams and is author of ‘Interactive Marketing - building loyalty one-to-one.’ He is an expert on the management of customer-generated word-of-mouth. He has a Doctorate in Business Administration and is a Fellow of the Chartered Institute of Marketing. He also advises several not-for-profits including the Salvation Army.
Daniel Prior is a published expert on relationship marketing, sustainable competitive advantage and strategic management. He has a PhD from Macquarie University and has occupied marketing and strategy-related roles with a number of technology and consulting companies.
Lee Williams is an MBA-level Customer Champion and Lean Six Sigma Black Belt with broad industry experience. Lee combines knowledge of process improvement with extensive customer management skills (Sales, Marketing and Service) to help organizations deliver profitable customer experiences.
Abdullah Aldlaigan is an expert on management in service organizations. His work has helped many clients to enhance the quality of service delivered to their customers, with focus on both service measurement and service delivery processes.He has a special understanding of the financial services sector. Abdullah has a PhD from Manchester Business School, UK, is based in Saudi Arabia and has published over a dozen technical papers.
Rizal Ahmad is an expert in customer retention management. He works with clients to research and diagnose their customer retention problems, develops and helps implement powerful customer retention strategies, trains front-line staff, and reviews program performance. He is based in Oman and has a particularly good understanding of the economies of south-east Asia. Rizal holds a Doctorate in Business Administration and has authored over a dozen journal articles on customer retention issues.
Samantha English has extensive marketing communications experience in the Information Technology and Telecommunications (IT&T) sectors in Asia, Australasia and Europe. She has held senior in-house marketing communications positions for several global telecommunications companies and has provided strategic communications counsel to to a wide range of blue-chip IT&T companies. Samantha holds an MBA from MGSM.
Steve Worthington has a strong background in financial services and retailing. He currently specializes in issues surrounding the distribution of financial services via plastic cards and in the organization and control of the associated payment system. As a full Professor of Marketing, Steve has published very widely both in academic journals and in more practitioner-focused publications such as The Financial Times. Steve is a frequent presenter or chairman at industry conferences.
Sergio Biggemann has more than 20 years experience in the mining and related industries. He has consulted extensively in logistics and supply chain management. He was awarded a Doctorate in Business Administration for his innovative research on the network dynamics of business-to-business relationships.
