EFQM | Primary Partner

Building a Customer-Centric Organisation

Wednesday 15 November 2017 @ 1:30pm - 5:00pm

Loading Events
  • This event has passed.

At this seminar you will explore who is the 21st Century customer and what they expect from a customer-centric organisation. You will consider ways to differentiate and develop the ‘perfect’ customer experience. Specifically you will learn new approaches to segmentation, mapping customer journeys, examining effortless engagement and ways of making it ‘easy’ to be a customer. Finally, you will address critical issues around how to develop a customer-centric culture to provide companies with a compelling competitive advantage.

The session incorporates many examples of leading-edge best practice and the latest research from the Henley Centre for Customer Management. During the day you will work on your own specific issues using various tools and techniques that have been developed by the Centre. The style of the seminar is highly participative and you will be encouraged to share your own experiences.

This event will be hosted at London and Partners, the Mayor of London’s official promotional agency. Their head office is located by London Bridge.


By the end of the day you will:

  • Understand the importance of changing customer behaviour for business success.
  • Learn how to be a customer-centric company.
  • Gain valuable insight into the ‘perfect’ customer experience.
  • Learn new approaches to customer segmentation.
  • Appreciate the different types of customer effort and their importance in learning how to make it ‘easy’ to be a customer.
  • Learn how to map out emotional customer journeys in ways that create sustainable competitive advantage.
  • Understand the importance of creating the right kind of organisational culture and climate in order to deliver great business performance.


Who should attend?

This event is designed for all managers and senior managers responsible for leading and improving the customer experience, this includes all teams in:

  • Marketing.
  • Customer Service.
  • Business Excellence.
  • Account and Client Management.
  • CRM professionals.


Speaker Information

Moira Clark - Customer-Centric Organisation EventMoira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management (www.hccmsite.co.uk). This year is the 10th anniversary of the Research Centre and since its inception almost a 100 companies have been members. 50 reports have been written and 65 events have been held.

Moira’s major area of research is in Customer Management, Customer Experience, Relationship Marketing and the drivers of Customer Retention and Service Excellence. 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.

For more information please see the presenter section below.


Wednesday 15 November 2017
1:30pm - 5:00pm
Member Price
£ 75 +VAT
Non-member Price
£ 145 +VAT
Gold members receive an allocation of two places at this event.
Silver members receive an allocation of one place at this event.
Event Category:


Moira Clark, Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management.
Presenter Note

Moira Clark 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, 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.

Moira is a sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Moira joined Henley in 2005 from Cranfield School of Management, Cranfield University. Prior to joining academia, she was an International Marketing Consultant based in Munich where she was involved with a wide range of industries including service industries, engineering, consumer and industrial goods manufacturers.  She has also worked as a Marketing Manager for the toiletries subsidiary of Dunhill International and as a Marketing Director for an international health food manufacturer. She is a graduate in Business Studies, has an MBA from Cranfield and a PhD from Cranfield.


London and Partners, 2 More London Riverside United Kingdom + Google Map