The Cranfield Customer Management Forum (CCMF) brings together pioneering thinkers from academia and across industry sectors to share best practice and enable networking.

Research topics are developed in response to members’ hot issues in customer management.  Some recent and current research includes:

  • Delivering the best customer experience
  • Tracking the channel-hopping customer
  • Outsourcing the frontline
  • Great conversations
  • Measuring and improving marketing effectiveness
  • Becoming social

This blog is managed by Dr Emma Macdonald, Research Director of the Cranfield Customer Management Forum.  Emma is Senior Lecturer in Marketing at Cranfield School of Management.  She is also ‘Strategic Marketing’ module leader for Cranfield’s Executive MBA and Programme Director for Cranfield’s ‘Customer Experience Strategy’ programme. Before returning to academic life Emma was a marketing practitioner in the telecommunications and market research industries

CCMF Club Director is Professor Hugh Wilson, Professor of Strategic Marketing at Cranfield School of Management.

For more information contact: CCMF.


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