The Blue-dge Management Team | Satisfaction Driver Research & Advisory
Adjunct Professor of Marketing (Singapore Management University)
Dr. Raymond Teo is a thought-leader and consultant to companies seeking to implement CRM successfully in their organisation. Through the company he co-founded, he offers top-rated research to MNCs to help them with their growth. He is a highly sought-after speaker by international conference and seminar organisers in this specialised field. Some of the topics he has spoken on recently include ‘Developing an effective customer intelligence framework to drive retention’, ‘Ensuring superior customer information and knowledge through better design and analysis of information’, ‘Winning the number game: Transforming valuable customer data & information into customer intelligence’, and `Unleash the full power of customer relationship management: The total customer intelligence and holistic implementation approach’. In between work, he travels the region to conduct customer-related workshops and master classes for managers and executives, with the most well-known of them being ‘The five steps in customer relationship management’.
Dr. Teo co-founded Blue-dge in 2003 to help companies implement CRM effectively and to raise the level of competency among companies in the use of information (customer insights) for making better customer related decision. He saw how companies were spending millions of marketing dollars without ever evaluating their returns. He saw many adopting outdated and ineffective gut-feel decision making practices. Consequently, he formed a team of research and advisory staff of the highest calibre (all holding doctorates from top universities) to offer consultancy and advanced research services to clients. In 2005, London Weekly Telegraph regarded it as the “best-in-class, dynamic, exciting and shaking up the world of customer insights”. Other publications such as the Singapore Business Review had regarded his company as the ‘gem of top companies’. In 2009, Dr. Teo won the Spirit of Enterprise award in Singapore. He had not only helped many companies improve their customer experience enhancement framework and make better marketing decisions, but also global research giants develop consumer competitive intelligence products in the region.
Dr. Teo, who is a Chartered Marketer (CIM,UK), obtained his Ph.D. (in field of service quality and marketing) from the University of Western Australia, Master of Business Administration degree from the University of Strathclyde and Bachelor degree from the National University of Singapore. Dr. Teo is with the adjunct faculty of Singapore Management University (SMU), offering customer relationship management and marketing related programmes at undergraduate and postgraduate levels. He had authored the book ‘Maximising Profits: The Customer Centric Approach’ which was published by Prentice Hall in 2003.
Dr. Joan Gan is an author, a research director, and a practitioner of marketing-oriented customer insights. As an outstanding and experienced research specialist well versed in the field of consumer research, Dr. Gan regularly conducts public workshops and in-company training to share her thoughts and experiences with both private and public organisations.
Dr. Gan was one of the co-founders of Blue-dge, a company being regarded as the “best-in-class, dynamic, exciting and shaking up the world of customer insights” by London Weekly Telegraph. She specialises in producing competitive customer insights for driving organisational performance which involves conducting research projects and developing actionable insights. Dr. Gan’s experiences and expertise in the fields of consumer research, advanced multivariate analytical techniques, and cultural studies have contributed significantly to her work with many companies across industries in regional studies in countries such as China, India, Thailand, Malaysia, and Indonesia. She has also helped many organizations to improve their marketing strategies and consumer research framework. Her clients include Canon, DuPont, ST Logistics, Walton International, WWF, Nanyang Technological University, Ministry of Manpower, Central Provident Fund Board, Ministry of Education, NTUC-Women Development Secretariat, Ministry of Communications and Information, National Council of Social Services to name a few. Dr. Gan’s expertise has contributed tremendously to the development of the high quality actionable insights produced by Blue-dge for many companies. Her experiences and expertise culminated in her doctoral research on consumer behaviour and cultural values with the University of Western Australia. Dr. Gan has also provided research guidance and advice to doctoral students from various universities.
Dr. Sharon Fong is an author, thought-leader, and a practitioner of marketing-oriented customer insights. As a thought leader, she speaks regularly at international conferences and conducts training workshops to share her thoughts and experiences. Topic areas Sharon has spoken on include gaining competitive advantage with customer insights, obtaining actionable customer insights for management and marketing decision-making, and enhancing customer experiences to build customer loyalty for sustaining long term business growth. Sharon had co-authored the book ‘Maximising Profits: The Customer Centric Approach’ published by Prentice Hall in 2003.
Dr. Fong’s experiences and expertise spans the fields of customer research, advanced analytical techniques and methodologies, management and marketing insight. She has worked with companies in different industries in areas that involve managing research projects, developing of actionable marketing and customer insights for both product and service industries, developing marketing-driven competitive and actionable customer insights for companies seeking to enhance their use of customer insights in marketing decisions, and the provision of related consultancy and in-company training.
Dr. Fong’s experience and expertise is amassed from her training and consulting with many companies in various industries as well as through her doctoral research study on customer values, satisfaction and loyalty. These have contributed significantly to her expertise in the area of building customer loyalty for sustaining growth through enhancing customer experience. She has also contributed significantly to the high quality actionable insights produced by Blue-dge for many of its clients. Her experience in measures design and advanced analytical techniques for customer research, and a keen acumen in marketing and customer experience are pivotal to the development of actionable customer insights highly useful for companies seeking to enhance performance. Some companies she had worked with on research projects include GfK, Dupont, Canon, Walton International, Women’s Development Secretariat (WDS) and World Wildlife Fund (WWF) - Hong Kong.
Dr. Fong obtained a Ph.D. (in the field of customer satisfaction and value delivery) from the University of Western Australia, a Master of Management Research degree from the University of Western Australia, a Master of Business Administration degree from the University of Strathclyde, a Bachelor of Science degree from the National University of Singapore, and a Graduate Diploma in Marketing from the Marketing Institute of Singapore.