Customer Management

Improving customer acquisition, retention, loyalty, value, experience, satisfaction & trust & associated data & systems management

Turning customer insight into action, through improved analysis, story-telling and presentation

Change Management in marketing, sales and service

Training, coaching, mentoring, research & analysis, business development, user/client/account management, product & process design, helping explain complex products & services to the media &  to customers, supplier selection & management & dealing with regulatory issues


The focus of my work has shifted from off-line to on-line, with digital marketing and analytics now taking up most of my time. I have developed a range of training products to help companies build the skills they need to succeed in digital marketing.

I draw my strength as a consultant from many sources, including:

  • My very wide contact network, founded on a basis of mutual advice & help
  • My research programme, which gives me access to in-depth thinking & evidence of good practice
  • My experience as a marketing thinker & writer, covering tens of books & hundreds of articles, giving me the ability to express ideas concisely
  • My work as an academic, which keeps me up to date with management concepts. I am on the editorial advisory boards of several academic journals. I have held senior academic posts at various universities & am now a Visiting Professor at three universities.
  • My work in economics (the subject of my first degree & doctorate), which provides the disciplinary basis for my analytical work
  • My ability to move complex projects ahead, identifying the main issues & ensuring that they are understood by the whole team. I absorb information quickly & turn my work round rapidly

If you’ve arrived at this page by mistake, and wanted to look at my poetry and other creative writing, please go to