Background


Adrian is Professor of Marketing at the University of New South Wales in Australia. Previously he was Academic Leader of the Marketing Group, and Director of the Centre for Customer Relationship Management at Cranfield. He has practical experience in marketing, market research, corporate planning and general management. His previous appointments include positions as chief executive for a manufacturing company and he has also held senior appointments in corporate planning and marketing. He is an authority on Relationship Marketing and Customer Relationship Management and is an author of eight books on these topics. His research interests are in Customer Retention Economics; the impact of IT on CRM and Marketing Strategy and Planning in Service Businesses. Adrian is a frequent keynote speaker at public and in-company seminars and conferences around the world. He also acts as a consultant and educator to many service organisations, professional service firms and manufacturing companies.

 

Publications

Articles In Journals

  • Frow P & Payne A (2009) Customer Relationship Management: A Strategic Perspective, 3 (1) 7-27.
  • Frow P & Payne A (2007) Towards the 'Perfect' Customer Experience, Journal of Brand Management, 15 (2) 89-101.
  • Payne AFT, Storbacka K & Frow P (2007) Managing the Co-Creation of Value, Journal of the Academy of Marketing Science.
  • Payne A & Frow P (2006) Customer relationship management: From strategy to implementation, Journal of Marketing Management.
  • Payne AFT & Frow P (2005) A strategic framework for customer relationship management, Journal of Marketing, 69 (4) 167-176.
  • Payne AFT, Ballantyne D & Christopher MG (2005) A stakeholder approach to relationship marketing strategy: The development and use of the 'six markets' model, European Journal of Marketing, 39 (7/8) 855-871.
  • Payne AFT & Frow P (2004) The role of multi-channel integration in customer relationship management, Industrial Marketing Management, 33 (6) 527-538.
  • Ballantyne D, Christopher MG & Payne AFT (2003) Relationship Marketing: Looking Back, Looking Forward, Marketing Theory, 3 (1) 159-166.
  • Payne AFT, Holt S & Frow P (2001) Relationship value management: exploring the integration of employee, customer and shareholder value and enterprise performance models, Journal of Marketing Management, 17 (7-8) 785-817.
  • Payne AFT & Holt S (2001) Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing, British Journal of Management, 12 (2) 159-182.
  • Ryals L & Payne A (2001) Customer Relationship Management in Financial Services: Towards Information-Enabled Relationship Marketing, Journal of Strategic Marketing, 9 (1) 3-27.
  • Payne A, Holt S & Frow P (2000) Integrating Employee, Customer and Shareholder Value through an Enterprise Performance Model: An Opportunity for Financial Services, International Journal of Bank Marketing, 18 (6) 258-273.
  • Payne A (2000) CRM: Delivering Improved Customer Profitability, 15 32-35.
  • Payne A & Frow P (1999) Developing a Segmented Service Startegy: Improving Measurement in Relationship Marketing, Journal of Marketing Management, 15 (8) 797-818.
  • Clark M & Payne A (1997) Il Marketing dei Servizi: Il Modello dei sei Mercati, 6 (1) 35-41.
  • Clark M & Payne A (1997) Gli Element del Marketing Mix: Il Modello delle 4P, 6 (2) 11-20.
  • Clark M & Payne A (1997) Il Marketing Mix dei Servizi: Dai Modello 4P al Modello 7P, 6 (3) 13-20.
  • Clark M & Payne A (1997) Il Marketing Mix dei Servizi: Il Modello 7P, 6 (4) 55-60.
  • Payne A & Frow P (1997) Relationship Marketing: Key Issues for the Utilities Sector, Journal of Marketing Management, 13 (5) 463-477.
  • Payne A & Rickard J (1996) Relationship Marketing: Improving Profitability Through Customer Retention, 48 (7) 283-285.
  • Payne A (1996) Relationship Marketing: Making the Customer Count.

Conference Papers

  • Payne A, Frow P & Luong A (2007) Customer Relationship Management: a Structured Investigation of CRM Success and Failure. In: Customer Relationship Management: a Structured Investigation of CRM Success and Failure, Buenos Aires.
  • Payne A, Frow P & Storbacka K (2007) Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities. In: EIASM 4th Research Conference on Relationship Marketing and CRM, Brussels.
  • Payne A & Liu D (2007) Antecedents and Moderating Influences of Customer Advocacy: A Conceptual Model. In: ANZMAC 2007 Conference, University of Otago, Dunedin.
  • Payne A, Storbacka K & Frow P (2007) Co-Creation of Value: Diagnosing the Brand Relationship Experience. In: Thought Leaders International Conference on Brand Management, Birmingham.
  • Payne A & Frow P (2005) CRM Strategy Formulation & Implementation. In: EIASM 3nd Workshop on Relationship Marketing, Brussels.
  • Payne A (2004) CRM strategy: lessons from 'best-in-class' organisations. In: Gartner Global Conference.
  • Payne A & Frow P (2004) Developing a strategic approach to customer relationship management. In: ANZMAC 2004 Conference, Wellington, 29 November 2004.
  • Payne A (2004) Customer relationship management - from strategy to implementation: some lessons from best practice. In: 12th International Colloquium on Relationship Marketing, Hamilton.
  • Payne A (2003) CRM and multi-channel integration challenge. In: 7th Research Conference in Relationship Marketing & Customer Relationship Management, Berlin.
  • Payne A (2002) A Strategic Framework for CRM: Strategy and Measurement. In: Relationship Marketing and Customer Relationship Management Annual Research Conference, Atlanta.
  • Payne A (2002) From Relationship Chains to CRM Value Creation Processes. In: Relationship Marketing Colloquium, Kaiserslauten.
  • Payne A (2002) A strategic approach to CRM. In: European Council on Customer Strategy Conference Board, London.
  • Payne A (2002) Developing a strategic approach to CRM. In: Institute of Logistics Convention, Birmingham.
  • Payne A (2001) A Startegic Approach to CRM. In: CRM Summit, Chicago.
  • Payne A & Holt S (1998) Diagnosing Customer Value: A Review of 'Value' and a Framework for Relationship Value Management. In: 6th International Colloquium on Relationship Marketing, Auckland.
  • Payne A (1997) Relationship Marketing: Extensions to the Six Markets Model. In: Australian and New Zealand Marketing Academy.

Books

  • Payne A & Frow P (2007) A Strategic Approach to Customer Relationship Management. In: The Marketing Book. Baker M, Hart S (ed.), Elsevier Butterworth Heinemann, ed. 6th edition.
  • Payne A (2005) Handbook of CRM: Achieving Excellence in Customer Management. Butterworth Heinemann.
  • Knox S, Maklan S, Peppard J, Payne A, Knox S & Ryals L (2003) CRM: perspectives from the market place. Oxford: Butterworth Heinemann.
  • Payne A & Rapp R (2003) Handbuch Relationship Marketing. Munich: Verlag Vahlen, ed. 2.
  • Christopher M, Payne A & Ballantyne D (2002) Relationship Marketing: Creating Stakeholder Value. Butterworth Heinemann.
  • Payne A (2002) The Handbook of CRM.
  • Payne A (2002) Relationship marketing. In: International encyclopedia of business and management. Warner M (ed.), London: Thomson Learning, ed. 2nd ed..
  • Christopher M & Payne A (2002) Integrating Customer Relationship Management and Supply Chain Management. In: The Marketing Book. Baker M (ed.), Butterworth Heinemann, ed. 5.
  • McDonald M, Christopher M, Payne A & Knox S (2001) Creating a Company for Customers: The Way Forward for Business Leaders. London: FT Prentice Hall.
  • Baker S & Payne A (2000) Marketing Management: A Relationship Approach. MacMillan Business.
  • Payne A (2000) Relationship Marketing: The UK Perspective. In: Handbook of Relationship Marketing. Sheth J, Parvatiyar A (ed.), Sage.
  • Payne A (2000) The CRM Phenomenon. In: The Business Guide to CRM. Reeves J (ed.), Caspian Publishing.
  • Payne A & Frow P (2000) Relationship Marketing: Insights from the Services Sector. In: Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention. Henning-Thurau T, Hansen U (ed.), Hannover.
  • Peck H, Payne A, Christopher M & Clark M (1999) Relationship Marketing: Strategy and Implementation - Text and Cases. London: Butterworth-Heinemann.
  • Payne A & Rapp R (1999) Handbuch Relationship Marketing. Munich: Verlag Vahlen, ed. 1.
  • Payne A & Beishon M (1999) Building a Business of Delight. In: Customer Relationship Management. Nash T (ed.), Kogan Page, p. 9-15.
  • Peck H, Clark M, Christopher M & Payne A (1999) Vom funktionsorientierten Marketing zur prozessorientierten Relationship Marketing-Kette. In: Handbuch Relationship Marketing: Konzeption und erfolgreiche Umsetzung. Payne A, Rapp R (ed.), Munchen: Verlag Vahlen, p. 29-45.
  • Payne A & Holt S (1998) Relationship marketing. In: Icon critical dictionary of global economics. Beynon R (ed.), Duxford: Icon.
  • Clark M & Payne A (1997) Il Marketing dei Servizi: Dal Modello 'Sei Mercati al Modello delle Dette P. In: Qualita dei Servizi. Negri L (ed.), Collana Prometeo, p. 131-168.
  • Payne A (1996) Relationship marketing. In: International encyclopedia of business and management. Warner M (ed.), London: Routledge, ed. 1st ed..
  • Payne A (1996) Relationship Marketing Strategies: Winning and Keeping Customers. In: Marketing Manager's Yearbook 1996, Chartered Institute of Marketing; AP Information Services, p. 37-39.