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Below are some short downloadable articles on the Forum’s work.
Achieving Experience Excellence Professor Moira Clark and Alex Garrett February 2009
Uncovering the Customer Experience Mystery Susan Edwards-Aisuebeogun, Hester Stuart- Menteth
June 2008 and Professor Hugh Wilson
First Direct case Alex Garrett, Roopalee Dave, Professor Hugh
November 2007 Professor Moira Clark
What makes a great customer experience Dr Fred Lemke, Professor Hugh Wilson and
January 2007 Professor Moira Clark
CRM Transformation - DVLA Case Study Peter Mouncey
January 2006
Developing Multichannel Strategy Dr Stan Maklan and Professor Hugh Wilson
February 2006
IBM Route to Market Strategy Alex Garrett and Professor Hugh Wilson
March 2005
Channel Innovation at BT Dr Stan Maklan and Professor Hugh Wilson
January 2005
Members can access further in-depth help on customer management issues from the case studies and white papers in the Members’ Area. Members please note that you need a password for access to this Members’ Area: please ask your company’s main contact or ask Forum administrator Yvonne Thompson on yvonne.thompson@cranfield.ac.uk or +44(0)1234 751122.
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