Board of Directors

Jim Carras (USA)
Board Chairman

Jim has retired after a diverse career in business development consulting and operational management. After serving in the US Navy and receiving his BSEE, Jim began his career as an engineer with NASA Saturn V program then through 40 years has built a foundation of business process management and developing solutions impacting the trinity of process, people and technology. As senior management with ITT Telecommunications, LME Ericsson and Computer Sciences Corporation (CSC), Jim has also served on the Board of Directors as Director of Business Planning for the PMI* PMOSIG. He also served as the Executive Director of the Enterprise Management Association for two years. Jim has developed a true desire to share his diversity to help other organizations become successful. 

As a volunteer with Customer Value Creation International, Jim has reinforced his passion to help be part of a team providing thought leadership around the business management change lifecycle.

Art Drake (USA)

Throughout my 30 plus years of work, volunteer and mentoring experience, I’ve always focused on helping organizations and individuals achieve success through change and learning. Change can be difficult, but working through the challenges creates excitement for the future. At the heart of change is learning. Learning is not always dependent on formal education or on-the-job training, but equally based on and influenced by change. That’s why change and learning are passions of mine, they create tomorrow. You can’t have one without the other.

Surendra Gupta (USA)
Board Secretary and Treasurer

Surendra Gupta is now retired after being employed at SRS for the last 23 years and with Bechtel for the last 41 years.  He was Project Engineer and managed multiple projects.  He provided clear direction and priorities to team members establishing a clear sense of direction.  He ensured that project commitments were met.  He ensured that qualified personnel were assigned to tasks and held individuals accountable for their work.  He conducted appropriate reviews of products to ensure technical quality was maintained at the expected level.

He maintained a through knowledge of engineering work processes, tools, and techniques.  He ensured that team emphasis was on producing technically correct, constructable, and quality deliverables.  He utilized his knowledge base in initiating, planning, execution and control of all activities he is accountable for.  He provided oversight to many sub-contractors for construction and maintenance activities.

Sam Klaidman (USA)
Executive Director

Sam Klaidman is the Principal Adviser at Middlesex Consulting. He applies the methodologies and techniques associated with the Services Marketing and Customer Experience professions to assist his clients achieve their growth objectives by designing and commercializing new value-added services and the associated business transformations. 

In addition to a 20 year successful career as a leader of two high-tech, B2B, Customer Service organizations, Sam also utilizes his 20+ years hands-on experience in Engineering, Manufacturing, Consulting and General Management to help clients grow their services business and win Customer Loyalty.

Gautam Mahajan (India)

Was President of Indo American Chamber of Commerce is the only bilateral chamber between USA and India, with 13 offices in India and one in the US.
Total Customer Value Management ( ) consultants.
First in the world with Total CVM. We work on Value creation for employees, customers and stakeholders. We work on value based pricing and decommoditising. We transform company thinking to breaking silos and that all businesses are people businesses (H2H) and to think Customer First

We help companies drive business results through the Customer, and increase profitability. We build Customer strategies, and Customer Bill of Rights, and Value of Customer. We measure Customer Value Added, the Voice of Employee, Voice of Customer, and Voice of competitor' We have started a Total CVM program globally and have worked with the Tatas, Godrej, GE Caps, Steel Authority, Chambal, ITC, L&T, among others

Author of "Total Customer Investment: Formula for Sustained Business Success" and "Total Customer Value Management: Transforming Business Thinking"
Also a plastics and packaging expert. 18 US patents.

David Pinder (England)

An internationally recognised authority on Customer Value and Customer Experience thinking and practice, David is a co-author of Creating and Delivering Your Value Proposition. He founded Value Genie Limited in 2010 to provide insights, advice and tools about Customer Value and Value Proposition development. Before that, David worked in sales and marketing roles with Procter & Gamble, Hertz Corporation, and Forte Hotels.


Exciting as this work was, David found it increasingly frustrating because, too often, the generally accepted approach to marketing meant that customers were treated with disdain – as pawns to be manipulated. That’s why he now helps clients transition from a product/service focus to a Customer Value-led focus.


David also brings to bear a long track record of high-level business writing for major companies, including Accenture.

Ray Sheen (USA)
Board Vice Chairman

Ray Sheen, PMP, is president and founder of Product & Process Innovation, Inc. He is a veteran business leader with over 25 years of executive, project management, and engineering management experience. Ray has worked in several industries including medical devices, aerospace, electrical distribution, pharmaceuticals, appliances, electronic assembly, machining, automotive, and financial services. He has led large projects and small projects, projects for government agencies and projects for commercial firms, product development projects, software projects, and manufacturing improvement projects. Ray has spoken at regional symposiums of the Project Management Institute, corporate programs for project management instruction, and provided expert witness testimony on project management topics.

Ray received his B.S. in Mechanical Engineering from the United States Air Force Academy and his M.S. in Astronautical Engineering from the Massachusetts Institute of Technology. He is a certified Project Management Professional (PMP) with the Project Management Institute. In addition, he attended a variety of executive training programs while working for General Electric. Ray is a member of the Project Management Institute, and the Product Development Management Association.

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