Biography
Moira Clark is Professor of Strategic Marketing at Henley Business School 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 and consulting is in Customer Management, 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.

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, 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.