This research explores what it is that good sales people do in sales meetings and how that differs from what happens in unsuccessful sales meetings.

Graham Clark on the simple equation; good customer service equals good business.

Imagine you had the opportunity to teach your marketing module from within the marketing department of a top company?

This third edition of Marketing maintains the fresh and practice- focused approach for which it has become so popular, and continues to provide students with a truly unique insight into the fascinating world of a marketing practitioner through informative and engaging bespoke video interviews with those in the industry.

Mark Stanton, Key Account Director at Trend Control Systems explains how the organisation is developing its brand to supply products, service and support to end users as joint propositions with channel partners. Whilst specifications and service contracts are developed in conjunction with partners to create pull for product and value for all concerned, Trend Control System’s Key Account Management team ensure that key account customers get the service, delivery and products that are required in a manner best suited to the customer. Part of the KAM Best Practice Club Speaker Series: http://bit.ly/jmIcia

Martin Snell, Global Channel Business Manager at BP talks about Castrol Lubricants’ 10 year plan which focuses on their route to market via select distributors and strategic relationships with original equipment manufacturers across the globe. Insights from these Key Accounts provide their business with crucial information required for more robust decision-making and high-growth. Part of the KAM Best Practice Club Speaker Series: http://bit.ly/jmIcia

Guy Shone, Head of Consumer & Market Insight explains how The Money Advice Service is listening to customers and reflecting their voices within the solutions it provides in order to develop the financial capability of the UK population. Understanding customers' online behaviour and providing appropriate content in a timely and relevant way in order to facilitate the decision-making process is key to this. Part of the Cranfield Customer Management Forum Guest Speaker Series: http://bit.ly/9UuSf9

Stephen Mitchell, Digital Strategy Director explains how Aviva has been developing its digital strategy over the past year. Their dedicated Digital Response Unit demonstrates Aviva's commitment to customer service and quality financial products through transparent and two-way after-sales conversation, providing valuable business information. Part of the Cranfield Customer Management Forum Guest Speaker Series: http://bit.ly/9UuSf9

Anne Bruggink, Global Head of Service Delivery & Operations at Electrocomponents plc describes the relationships their B2B and B2C customers expect to build through which they can gain extra value for a lower cost. Electrocomponents is able to deliver that extra value to its customers by co-designing with suppliers in order to provide quality products and by intelligently using transportation and IT systems in order to deliver to the customer in a flexible, fast and reliable way. Part of the KAM Best Practice Club Speaker Series: http://bit.ly/jmIcia

Steve Whitty of Royal Bank of Scotland, describes how he has been able to bring tools and techniques across to the banking sector from his background in building safety critical aircraft, in order to optimise customer experience and minimise the risk of losing customers.

Dr Emma Macdonald and Professor Hugh Wilson have been working with a number of leading companies over the past two years on a new research tool ‘real-time experience tracking’ (RET) that helps companies to better understand the needs of their customers. The research has been published in the September 2012 issue of the Harvard Business Review.