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...ce, satisfaction, loyalty and trust, and also the customer research, data analysis, systems decisions and supplier selection and management needed to support improved management of customers. He is also well known for his work on thought leadership and public relations – improving clients’ communications to the media and customers, including explaining complex propositions and conducting media interviews. This includes conference speaking (especially for client events) and thought leadership research, which focuses on clients’ customers and prospects, the issues they face, how they handle them, and where they need help. He is an active researcher on many aspects of customer management.
He is author or co-author of many articles and thirty books on customer management, many of them with Neil Woodcock, Chairman of the Customer Framework. The UK’s Chartered Institute of Marketing listed him in 2003 as one of the world’s top 50 marketing thinkers, he was nominated as one of the 20 most influential people in the direct marketing industry in a Precision Marketing readership poll in 2003, while NOP World nominated him in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the internet in the UK over the previous 10 years.
He is a Fellow of the Chartered Institute of Marketing and an Honorary Life Fellow of the UK’s Institute of Direct Marketing. He is also on the editorial advisory boards of several academic journals.
He has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career, holding senior posts at various universities. He is now a visiting professor at De Montfort, Oxford Brookes and Portsmouth Universities, teaches economics for the Open University and marketing for Exeter University.
He speaks at many conferences and is a challenging and innovative thinker and critical commentator on changing capabilities in marketing, sales, service and IT. He is a frequent member of judging panels for industry awards in market research, IT and marketing.
He recently held a senior post at IBM, where he helped improve how IBM used management research and other types of thought leadership to improve their systems and consulting sales. At IBM he was involved in the early stages of several successful sales initiatives targeted at major clients. Some time before that, he worked at Xerox in competitive intelligence, business planning and in supporting systems selling, and before that in the mechanical engineering industry. He has also worked on many projects in retailing, including customer management and loyalty projects He has published several articles on retail loyalty schemes.
He has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career, which started at The Department of Management Sciences, University of Manchester Institute of Science and Technology. Since then, he has held senior academic posts at various universities, such as Henley Management College, Kingston University and Surrey University. At Kingston he was Dean of the Faculty of Human Sciences (arts, languages and social sciences). He is now a part-time Professor at Bristol Business School, a Professor Associate at Brunel Business School, and a Visiting Professor at these business schools – Leicester, Luton, Portsmouth and Solent.
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- Relationship Marketing
- Services-led Business Transformation
- CRM in Financial Services
- Mobile marketing
- Competitive Customer Care & Loyalty
- Email marketing
- The Customer Management Scorecard
- Data Mining
- Targeting High-Value Customers
- Customer Value Management
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