Centres of excellence – communities of practice
Innovative leadership The Henley Centre for The Henley
research and application
Customer Management Facilitation Forum
enable Henley to maintain
(HCCM)
In today’s organisations, group
thought leadership
Customer management is at a
facilitation is seen as an essential way
to enable small and large groups to
and relevance in all our
crucial point in its development.
It is emerging into, potentially, a
work together effectively and deliver
programmes. This research
management tool of great strategic
high quality results in a timely
is primarily directed importance. The future development
manner. Many organisations have
through our Centres of
of customer management depends
developed their internal facilitation
not simply on more investment in IT,
capability, whilst others have relied
Excellence and via specialist
but on understanding how customer
on employing external professional
forums. This informs and
management really works; building
facilitators. Leading companies
enriches conferences,
transferable knowledge and turning
have focused on the development
of facilitation skills in leaders
seminars, practical
it into effective practice.
and managers throughout their
workshops and all the
The primary objective of the Henley
organisations.
Centre for Customer Management is
programmes we deliver.
to promote customer focus and service
Henley Business School has a strong
excellence best practice. It does this
background in academic and practical
through a programme of research
research in group facilitation –
and by observing practice in leading
within the context of organisational
companies and translating this into
development, management learning,
useful knowledge that helps members
change management, programme
to improve their own customer
management and leadership
management and customer service
development.
plans and implementation. This aligns
In response to a significant demand
with the aim of Henley Business School
from many of our customers, Henley
to deliver high quality contributions to
Business School has started an
thought leadership, through research
initiative to bring together key experts
into the management of organisations.
in group facilitation into the Henley
Topics covered: strategic marketing,
Facilitation Forum. Here you can learn
customer relationship management,
and share best practice with other
service excellence, customer
experienced practitioners and leading
retention and internal marketing
academics, commission and participate
in the service sector.
in research projects, review new
group facilitation technologies and
techniques, identify current challenges
Centre members pay an annual fee
in professional development and
– please see our website
recommend future activities for the
www.henley.com/open
facilitation forum.
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