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 seven years of research projects into Customer Management practices.
The research programme for the Henley Centre for Customer Management operates on a continuing basis, with each phase of research leading to the next.
HCCM members have the opportunity to have their views and priorities taken into account when, at the first workshop each year, members are asked to provide input on the issues that particularly interest them in the field of Customer Management. This input is then used to help us to form the agenda for future workshops and the research projects we undertake on behalf of members.
Using the research agenda, our researchers examine all existing research in the relevant area, delivering to the members a succinct and valuable review of the current state of knowledge in the field. They then go on to examine, often by exemplar case study, the best practice in the subject, pushing knowledge beyond what is published. In this way, members gain access to new thinking, new models and new processes.
From the research projects, we publish a number of research reports each year. After an initial period of exclusivity to members, the reports become available publicly. If you are interested in more information about our research and the reports that we have produced, please visit the HCCM member’s website.