Francis works with a number of amazingly talented people, all of whom are dedicated to evidence-based customer management. Here’s a quick introduction.
|Francis has nearly 40 years experience in the customer management disciplines of marketing, sales and customer service. He’s been a company director in for-profit and non-profit organisations, marketing manager, research manager, and university Professor of Marketing, Customer Relationship Management (CRM), Relationship Marketing, and Management. He’s lived and worked on 3 continents, is author of 11 books and 125 peer-reviewed papers, some of which you can download free-of-charge here. He been lead consultant or associate on scores of client engagements. His latest book is the third edition of Customer Relationship Management: Concepts and Technologies.|
|Lawrence Ang has many years experience as a senior consultant and marketing manager. He specialises in customer relationship management, advertising effectiveness and branding across a wide range of industries including fast-moving consumer goods, pharmaceuticals, telecommunications and finance. He is also is an Associate Professor of Marketing in the Department of Marketing and Management, Macquarie University, where he teaches CRM, advertising management and marketing research. He is author of the book Principles of Integrated Marketing Communications.|
|Lars Groeger is an expert in analysing and managing customer engagement across online and offline communication channels, applying qualitative and quantitative methods to map the flow of these interactions. He has worked with leading global corporations, start-ups and public institutions on various topics ranging from customer acquisition strategies and tactics to product innovation applying a human-centred design process. Lars is also a frequent speaker at conferences, business forums and workshops in Australia, China, USA and Europe. His work is published in leading academic and professional journals, such as the European Journal of Marketing and the London Financial Times.|
|John Turnbull has gained extensive expertise in customer and stakeholder value management over his thirty year career. His career began with hands-on roles in engineering, project management, service, sales, and marketing. Over the last 15 years, John has worked in research, education, business consulting and management. Recent projects have included stakeholder engagement and value consulting, facilitation and education with clients in the financial services, telecommunications, consumer goods and higher education sectors. John is an adjunct lecturer and executive educator at Macquarie University. He holds an Engineering degree and an MBA majoring in marketing.|
|Sergio Biggemann has more than 20 years experience in the mining and related industries, as business owner, manager and consultant. 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, and has published widely in professional and academic journals.|
|Martin Williams has over 30 years experience in advertising and marketing, and has held leadership positions in advertising, direct marketing, customer relationship management, online marketing and fundraising. Martin co-founded and was CEO of Australia’s leading direct marketing agency Cartwright Williams and CW Database Services, working with clients that included Apple, Microsoft, Lend Lease/MLC, ANZ, Mars Group and Unilever. He is chair of the Salvation Army Red Shield Appeal Direct Marketing Advisory Committee. He is author of Interactive Marketing – building loyalty one-to-one, and is 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.|
|Leigh Thomas is an experienced consultant, software designer and project manager in the field of customer feedback processes, with complaints handling a speciality. Originally trained as an engineer, he later moved into ICT, taking senior executive roles in the public and private sectors. In 2002, he founded the software and services company Listening Post Pty Ltd. Leigh is expert on international standards for complaints handling, creating diagnostic assessments for these Standards, including ROI modelling. He has also developed software systems to capture, handle, track and report complaints. Leigh has consulted on customer feedback solutions to a number of clients in government, aged care, health insurance, telecoms and higher education sectors.