Moira Clark

Moira Clark

Title: Head of Marketing and Reputation

Company: Henley Business School

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Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management (A consortium of organisations who are interested in leading-edge best practice in customer management).

Leading expert in the area of Strategic Customer Management: 

She has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, The Journal of Retailing, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence. 

She serves as a consultant and advisor to major UK and international blue chip companies. Her main area of research and consulting is in Customer Management, Customer Experience, CRM, Service Excellence, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. 

Moira is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Moira joined Henley from Cranfield School of Management in 2005. Prior to her academic career, Moira was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International

Building a Customer-centric Organisation: The Role of the Board and the Executive Team

In today’s dynamic and ever-changing business environment, building a customer-centric organisation is critical to profitability and growth. Customers should be at the top of every boardroom agenda and viewed from a strategic perspective concerned with maximising shareholder value whilst at the same time adding value to customer relationships at every stage of the value creation process. 

Executives should strive to understand the full range of factors that affect a customer’s experience of the organisation and its products and services and seek genuine, original insights into the needs and behaviours of the customers. It is, therefore, imperative that managers understand how their company can develop customer centric initiatives that deliver sustainable results for their organisations.

· Does customer centricity drive great business performance?
· How can we drive customer centricity from the top?
· How can we get best people performance?
· How do we get the right measurements in place?

Moira will be speaking at: