Dr. Francis Buttle is Managing Director of Francis Buttle & Associates, Research Director at Listening Post and Adjunct Professor of Marketing and Customer Relationship Management at Macquarie Graduate School of Management, all of which are based in Sydney, Australia. He was also the world’s first Professor of CRM, at Manchester Business School in the UK.  He has degrees in management science, marketing, and communication. His PhD is from the University of Massachusetts.

Francis has consulted for several private sector and public sector organizations recently, on projects ranging from customer profitability analysis to the development of service level guarantees, and the design and roll-out of a world’s best practice complaints-handling system.

Francis has written 5 books, the latest of which is ‘Customer Relationship Management: Concepts and Tools’. In addition he has authored about 300 papers in practitioner and academic journals. Much of his more recent research has focused on important customer-related matters such as word-of-mouth and complaints management.

As an academic, Francis taught MBA-level courses on CRM, services marketing and marketing management, and ran many customized and off-the-shelf executive-level short courses on CRM and marketing. Francis still works with a number of doctoral students on the research topics of CRM effectiveness, word-of-mouth customer referrals and business-to-business relationship dynamics. He is an elected Fellow of the Chartered Institute of Marketing in recognition of his service to the field.

 Contact:

Dr. Francis Buttle
Managing Director, Francis Buttle & Associates P/L
Post: PO Box 325, St Ives, NSW 2075, Australia
Street: 23 Mungarra Ave., St Ives, NSW 2075, Australia

Website: www.buttleassociates.com