Emeritus Professor Adrian Payne

 Adrian Payne is Emeritus Professor at the University of New South Wales. Adrian has a special interest in the use of executive education to help boards and senior Management implement their strategy and their strategic initiatives. Adrian has practical experience in marketing, strategic planning and general management. His previous appointments include positions as Chief Executive for a manufacturing company and senior company appointments in strategic planning and marketing in Australia and the UK. He has worked widely in the professional services, financial services,  telecoms, motor vehicle, utilities and government sectors. 

He is former Chairman of the Advisory Board of Vectia Limited (now Talent Vectia) a leading European consultancy firm and a Director of CRM Strategies Limited. He is a frequent keynote speaker at in-company seminars and conferences around the world. He is an author of fourteen books including the first text to be published on Relationship Marketing. His books include: Strategic Customer Management, Cambridge University Press; The Handbook of CRM, Elsevier Butterworth Heinemann; Marketing Planning for Service Businesses;  Butterworth Heinemann; CRM: Perspectives from the Market Place; Relationship Marketing: Creating Stakeholder Value, Butterworth-Heinemann; and The Essence of Services Marketing, Prentice Hall.

Prior to his role as Emeritus Professor, Adrian was Professor of Marketing, Director of the Master of Marketing program and an AGSM Director of Studies at UNSW and a member of the Equity, Diversity and Inclusion Committee. Previously he held other academic roles including: Academic Leader of the Marketing Group, Director of the Centre for Customer Relationship Management and Professor of Relationship Marketing at Cranfield University, UK; and Director of Studies in Marketing Strategy and Strategic Management, Advanced Management Program, at the University of Melbourne Business School

A recent study from Stanford University has recognised Adrian as one of the Global Top 2% of scientists and scholars. His research focuses on work that is pragmatic, relevant and applied. He has published extensively including 90 refereed articles and book chapters and 14 books. His work is highly cited with over 25,000 citations and his research has appeared in many leading journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Industrial Marketing Management, Journal of International Business Studies, etc. He has won various awards and prizes including the prestigious Journal of Marketing/Sheth Foundation award for a best paper that makes a long-term contribution to the field of marketing; and winner of the ANZMAC/AMJ Industry Relevance Award for the Australasian Marketing Journal article that makes the most significant contribution to the advancement of the practice of marketing, sponsored by the Australian Marketing Institute; and Best Professor in Marketing Management Award from the Asia Chief Marketing Officers' Organisation.

He has run many workshops and executive programmes in Professional Services Marketing, CRM, Marketing Strategy, Customer Retention and Services Marketing around the world, and lectured at over twenty leading academic institutions around the world including: Darden School, University of Virginia; Northwestern University; INSEAD; IMD; London Business School; Oxford University; and Cambridge University. He has consulting and management development experience with over 100 organisations globally including eighteen banks, three airlines, six law firms, the big four accounting firms and seven insurance companies. He has work with leading service brands such as IBM, Oracle, Unisys, NCR, British Telecom, Cable & Wireless, HM Treasury, National Health Service and Royal Mail, and manufacturers such as Mercedes-Benz, Rolls-Royce, Hawker Siddeley, Aggreko, and Schering Healthcare.

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