Research History

At the opening workshop of the year's programme, members are asked for their input on issues that are of interest to them. These suggestions are collected and distilled into workshop themes and research topics. The resulting research projects for completed programmes are described below.


Research Projects 2015

The results of our research projects in 2015 will become publicly available during the second half of 2016. The topics chosen are outlined below:-


Research Projects 2014

The results of our research projects in 2014 have now been made available where complete. The research topics chosen are outlined below:-


Research Projects 2013

The topics researched in 2013 are outlined below:-


Research Projects 2012

The topics researched in 2012 are outlined below:-


Research Projects 2011

The topics researched in 2011 are outlined below:-


Research Projects 2010

The research projects this year fell into a number of areas as outlined below. These are in order of popularity (defined by the number of related issues discussed at the first workshop)


Research Projects 2009

In 2009, our research programme included three major projects:-

In addition:-


Research Projects 2008

In 2008, our research programme included four research projects falling into three areas:


Research Projects 2007

In 2007, our research programme included three major projects:-


Research Projects 2006

In 2006, the research topics fell into three areas:


Research Projects 2005

In 2005,the research topics fell into four areas:


Research Projects 2004

In 2004, the research topics fell into three clear areas within the overall context of ‘Maximising the Value of Customer Management Investment’:


Research Projects 2003

In 2003, the focus was on answering member’s questions in the areas of:


Research Projects 2002

The first task of the forum was to develop a working definition of CRM as follows:-

Customer Relationship Management is the management process that uses individual customer data to enable a tailored and mutually trusting, valuable proposition. In all but the smallest of organisations, CRM is characterised by the IT enabled integration of customer data from multiple sources.

In 2002, the forum completed a highly successful research programme centred on studies of CRM within sponsoring and exemplar organisations to answer the following questions:

The end result for members was a list of tools and pragmatic answers for their most pressing questions. Outputs for the first year of the research included: