Introduction
The Customer Management Research Centre focuses on bringing together industry and academia, through research collaborations. Often academic research is not driven by or focused on ‘real world’ problems. However, academia has highly qualified and trained researchers. The goal of the research centre is to bridge this gap, and develop a mutually beneficial partnership between academia and industry.
Research Process
Members from the industry are invited to an annual meeting with leading researchers from various academic institutes. We invite industry to guide the academic researchers about the research topics that are of interest and importance to them (i.e. the industry).
Members of the centre work with the lead researchers to set a future course of direction in research. Areas of importance to the member organisations are discussed, and a select number of these are taken up by the researchers at the centre. This is an important process, where problems that are of importance to the business and management community are taken up by the academic researchers.
Based on the research agenda for the year, the centre then conducts research. The highly experienced, world-class researchers produce research which is of great importance to organisations. We not only examine best practices around the globe, but also develop models and processes that are of immense value to businesses and management.
A copy of the research report is then distributed to each member organisation. The results of the research are also distributed through workshops, seminars and reports. Workshops are organised throughout the year and are open to the members of the centre.
Research Focus
The Customer Management Research Centre focuses on ‘customer’ related research issues. This includes both internal (employees) as well as external customers. Examples of research areas can include but are not limited to:
- Impact of big data
- Best practices in Customer & Employee Experience
- Developing world class Customer Services
- Profile of customers in a particular industry
- Examining reasons for employee turnover
- Implementing blockchain technology
- The role of AI in a specific function (e.g. employee selection)
- How to export to a particular market (e.g. China)
The research topics are chosen by the members of the centre, and change each year depending on the requirements and needs of the members.
Researchers
The research team consists of highly trained professional who often have PhDs in their respective areas from world-renowned universities. The researchers have spent much time carrying out research in their respective areas and often have been consulting for industry. Researchers are not limited to one particular university and belong to a number of academic institutes.
Members
We invite organisations from the ‘industry’ to become members of the research centre. These can include both public as well as private sector (including not-for-profit) organisations that need access to high-quality research.
As an organisational member, you can set the direction for the future course of research at the centre. While research conducted by the centre is shared with all of the member organisations, an individual member can request to have confidential research conducted (which, obviously, will not be shared with any other organisation).
Members normally belong to a diverse set of industries and sectors.
To apply for membership to the institute, please write to us at: members@icustman.com.