Michael Starkey is a Principal Lecturer in Customer Relationship Management. He is one of the few marketing academics who has a really deep understanding of this highly specialized subject and has extensive practical experience having worked in the food industry and precision engineering before joining De Montfort University. He has conducted CRM capability research projects for QCi Assessment (part of OgilvyOne/WPP group) in Malaysia, Japan, Canada, USA, the Netherlands and Germany.
He is the co-author of four major reports on Customer Management with Professor Neil Woodcock and Professor Merlin Stone and has over 40 articles on Customer Management.
He has been on the editorial review boards of the Journal of Database marketing, Journal of Financial Services Marketing and Customer Strategy Management Marketing. He has also taught CRM for a number of years at the Cass Business School, and to Senior Police officers of Hertfordshire, Norfolk and Suffolk constabularies. Articles he has co-authored include ‘The Evolving Data Architecture of Social CRM.’ and ‘Social CRM as a Business Strategy’. A short article entitled “Building Trust in Financial Services as a Differentiator for Customer Experience” co-authored with Bijna Dassani, Vice President at Europe's largest Investment Bank has just been published on the CX Network – The global network for customer experience leaders. You can download and read the article from here.
He has been engaged on an 18-month Knowledge Transfer Partnership programme project helping an NGO move from relying almost entirely on government funding to becoming self- financing and customer focused.