A focus on managing customer relationships and a desire to provide a memorable customer experience are two factors that distinguish organisations that lead in the provision of excellent customer service. As a result, Customer Management has become a management tool of great strategic importance. The future development of Customer Management depends not simply on more investment in IT, but on understanding how Customer Management really works; building transferable knowledge and turning it into effective practice.
The Henley Centre for Customer Management, under the directorship of Professor Moira Clark, provides a genuine opportunity to harness the forward thinking that could put you ahead of your competition. It brings together business practitioners, industry thought-leaders and experts/academics to help organisations to tackle today's business challenges through an ongoing programme of workshops and highly focused research projects.
Primary Objective of the Centre
To promote Customer Focus and Service Excellence best practice through observing practice in leading companies and synthesising this into useful knowledge that helps members to improve their own Customer Management and Customer Service plans and implementations.
Benefits of membership
- Network opportunities with thought-leaders in customer management.
- Involvement in the research programme and early access to results and reports.
- Attendance for up to 3 delegates at a series of hands-on workshops.
The annual fee for membership of the Centre is £10,500 plus VAT. A copy of the membership agreement and further details can be provided on request.
Please click on ‘about us’ to find out more about the centre. You can see details of our research programme and our library of reports on our ‘research’ page and information about our members on the ‘member organisations’ page.
If you are interested in becoming a member of the Henley Centre for Customer Management or just want to discuss it further, please click on ‘contact us’.
To access the member’s only section for event information, our download service or the discussion forum, please click on ‘member services’ and follow the log in procedure.
Associated Henley Business School Programme
"Achieving Success in Strategic Customer Management"
To achieve excellence in customer management an organisation must become truly customer-centric. It must strive to understand the factors that affect a customer’s experience of the organisation and its products and seek genuine, original insights into the needs and behaviours of those customers.
This course normally runs annually and is expected to be scheduled during 3Q2014. Further details about Professor Moira Clark's teaching programme and the booking procedure will be posted as soon as they become available.