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Biography: Adrian Payne - Read interview

Adrian Payne


Others say

"Thank you for your contribution. Your facilitation role was outstanding and undoubtedly contributed to the overall success of the programme. Not many people would have taken on this challenge, much less provided the strong leadership we all admired, your total contribution was obvious to everyone."
Senior HR Manager, Mercury.

"Top rated - Content: Excellent/Good 91%; Presentation: Excellent/Good 95%. These were your results! The best I've seen for all my conferences."
Director,Century Communications.

"Many thanks for your contribution to our seminar. It was refreshingly honest, extremely interesting, well illustrated and very professionally delivered. This was reflected in the high scores you were given by our delegates."
Chairman, Taylor Nelson Business Services

"Could I thank you for an excellent seminar. The materials you presented hit the target concerns dead centre. My team quickly appreciated the points you were making."
Director, London Stock Exchange.

Adrian Payne 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. He is an authority on Relationship Marketing and Customer Relationship Management and is an author of eight books on these topics.

Professor Adrian Payne 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 senior appointments in strategic planning and marketing. He has worked widely in the IT, financial services, professional services, telecoms and utilities sectors. He has also worked with many manufacturing firms and government departments. An internationally recognised authority and author on CRM, Relationship Marketing, Customer Service and Marketing Strategy. He has acted as an advisor, consultant and educator to numerous leading organisations. He is Chairman of the Advisory Board of Vectia Ltd, a leading European consulting firm and Chairman of Brand Finance Aust Pty Ltd.

Adrian is a visiting Professor at Cranfield University in the UK and a Professor at the University of New South Wales in Sydney, Australia. Previously he was Academic Leader of the Marketing Group, Director of the Centre for CRM and Professor of Services & Relationship Marketing and at the Cranfield School of Management, Cranfield University, He is a frequent keynote speaker at public and in-company seminars and conferences around the world. He specialises in addresses, workshops and executive programmes in Marketing Strategy, CRM, Customer Retention and Customer Service.

"The evaluation forms showed a 98% satisfaction rate. You achieved ratings of 3.4 out of 4 for content and 3.7 out of 4 for presentation which placed you first in both categories.You were also placed first as a reason for delegates to attend and your subject matter was rated first as a reason for attending. So, it was a clean sweep."
Conference Producer, IIR Limited

He is author of 14 books including the first text to be published on Relationship Marketing (Butterworth Heinemann, 1991). His other books include Relationship Marketing: Strategy and Implementation, (Butterworth-Heinemann, 1999, Advances in Relationship Marketing, (Kogan Page, 1995), Relationship Marketing for Competitive Advantage, (Butterworth-Heinemann, 1995) and The Essence of Services Marketing (Prentice Hall, 1993). His books The Handbook of CRM: Achieving Excellence in Customer Management (Elsevier Butterworth Heinemann, 2006) Marketing Planning for Service Businesses, (Elsevier Butterworth Heinemann, 2006) were published recently.

His innovative research is published in many journals including: the Journal of Marketing, Journal of Marketing Management, Journal of the Academy of Marketing Science, Long Range Planning, Industrial Marketing Management, European Journal of Marketing, Business Horizons, British Journal of Management, Journal of Customer Loyalty and Journal of Strategic Marketing.

He has been an invited presenter at many universities and institutions around the world including: Northwestern University, Darden School, University of Virginia, INSEAD, IMD, London Business School, Oxford University and Cambridge University.

Speaking Topics:

  • Understanding Strategic CRM
  • CRM: Strategies for Acquisition & Retention
  • CRM: Lessons From World Class Players
  • Strategic Marketing & Key Account Management
  • Loyalty is Out: Profitable Retention is In
  • Service-Profit-Chain – Metrics of New Marketing
  • Managing Customer Relationships for Competitive Advantage
  • Marketing Planning for Service Businesses
  • Value Integration Among Customers, Employees and Shakeholders
  • Service Excellence: The Role of Customer Relationship Management

In addition to the topics listed above,  he also specialises in highly tailored presentations

For more information or to book Adrian Payne, call us on +44 (0)20 7607 7070 or email info@speakerscorner.co.uk

Interview with Adrian Payne


If you could speak at any event, past or future, what would it be?


Company business leaders on a burning platform who are totally committed to creating a new customer-driven culture in their organisation


How did the corporate speaking all start?


I wrote the first book on relationship marketing in 1991. as a result, I spoke at a major customer conference for a leading it company in London, invitations for other events followed quickly


Can you remember your first speaking engagement?


Yes, convincing a major global insurance broker to become more customer-focused


And your last event?


Yes, working with a major pharma company on a global customer conference


Which event has been your favourite and why?


Working with Mercedes-Benz brand over a period of several years


How do you like to be introduced?


A practical academic – not an oxymoron - who uses executive education to help implement business strategy


Do you always like to do a briefing call before the event?


Always – preferably face to face


What are the most asked for topics?


Understanding Strategic CRM, CRM: Strategies for Acquisition & Retention, CRM: Lessons From World Class Players, Strategic Marketing & Key Account Management, Loyalty is Out: Profitable Retention is In, Service-Profit-Chain – Metrics of New Marketing, Managing Customer Relationships for Competitive Advantage, Marketing Planning for Service Businesses, Value Integration Among Customers, Employees and Shakeholders, Service Excellence: The Role of Customer Relationship Management


Is your speech at all interactive with audience participation?


Yes, I often climb down from the stage and ask questions to smaller audience [less than 100, or so]

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