Our Philosophy

The Henley Centre for Customer Management is supported by members representing a diverse range of organisations.

Together members create a genuine opportunity to harness the forward thinking that delivers growth; building transferable knowledge and turning it into effective practice. HCCM is renowned for its Spirit, Insight, Team, Approach and Impact.


HCCM works as a partnership between member organisations, academics and visiting industry experts. The spirit of collaboration through open and honest dialogue, sharing of best practice and challenging existing assumptions runs through the Centre. Members build a network of like-minded individuals in customer focused organisations, learning through field visits and real life examples.


Customers are at the heart of business success. Delighting existing customers and attracting new ones through delivering the best possible customer experience is fundamental to achieving sustainable competitive advantage. Being easy to do business with and staying agile in an increasingly competitive environment requires authentic insight into how to stay ahead - understanding how organisational climate feeds into customer experience; how to improve the “stickiness” of relationships through better customer loyalty; how to harness the new social media driven business models or community driven innovation.


At the heart of HCCM is collaboration: working together to develop excellence in CM. Each year, members identify their key challenges. These are used to develop bespoke research projects and to guide the choice of speakers for the six workshops and annual conference that make up the programme. Workshops also showcase members’ approach to CM and provide in-depth networking opportunities. HCCM has access to other academic communities within the UK and internationally to deliver the latest thinking on CM.


HCCM is supported by an expert team of academics, researchers, practitioners and students in the field of CM, led by Professor Moira Clark. Moira heads up Marketing & Reputation at Henley Business School and is the Director of HCCM. Tony Harrington is HCCM’s Assistant Director and Beverly Kayser is the main contact point for member and event enquiries.


The success of HCCM can be measured in its impact. The reason why members continue year on year is because of the practical outcomes for their business. From turning academic thinking into actionable plans, to bespoke research to address common challenges, the focus is on delivering real improvements in Customer Management.