Henley Centre For Customer Management (HCCM)

About the centre

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The Henley Centre for Customer Management (HCCM) is a unique collaboration between business and academia, created to develop and encourage excellence in customer management practice across industries.

Professor Moira Clark has led our highly successful research forum since 2002 - as a result, she brings with her a wealth of experience and the results of over seventeen years of research projects into Customer Management practices.

Our member-directed research agenda builds transferable knowledge focussed on the issues that matter most to our members, whilst our interactive events programme equips our members with the tools and models needed to turn these actionable insights into best practice within their organisations.

Together with our members, and through collaboration with expert practitioners, thought-leaders and Customer Experience (CX) specialists, we create a genuine opportunity to harness the forward thinking that delivers growth, enhances customer engagement, and develops a culture of innovative improvement for success.


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 corporate membership include:

  • Networking 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 members’ workshops and conferences
  • Guest speakers drawn from organisations leading the field of Customer Experience, as well as academic thought-leaders and expert practitioners
  • One-to-one workshops tailored to each organisation’s needs and specific goals

The annual fee for membership of the Centre is £10,500 plus VAT.

For the full range of varied benefits that we offer to our corporate members, please explore our Membership Brochure - you can also contact Daniel Bateman (HCCM Client Relationship Executive) for a copy of the membership agreement, and for further details about our events programme and research agenda.


Moira Clark Profile Mar19

Professor Moira Clark

Professor of Strategic Management and Director of The Henley Centre for Customer Management

Her major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing.

She has worked extensively in the area of culture and climate and its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention.

Moira has published widely on this subject and is co-author of Relationship Marketing for Competitive Advantage: Winning & Keeping Customers; Relationship Marketing: Strategy and Implementation; and Business Success through Service Excellence.

Contact us

For more information, please contact:

Daniel Bateman
Client Relationship Executive
Email: d.bateman@henley.ac.uk
Tel: +44 (0)7970 929880

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