Customer Management

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

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

 


 

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 De Montfort, Oxford Brookes & Portsmouth 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

 

My work on large projects is carried out through  The Customer Framework, where I am Research Director, through Customer Essential, & through Aerice, where I am an Associate Director.