Customer churn is "enemy number one for business", according to Adrian Payne, professor at the New South Wales School of Marketing. In fact, in a recent survey in the Asia Pacific region, 6 out of 10 consumers changed suppliers over the past 12 months. Peter Armstrong, corporate strategist for BMC Software, joins this discussion of customer churn in Europe and the Asia Pacific regions. You'll be surprised by the demographics of churn, as well as why people choose other service providers.
Professor Adrian Payne (PhD, MSc, MEd, FRMIT, FCIM, FRSA) 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. An internationally recognised authority and author on CRM, Relationship Marketing, Customer Serevice and Marketing Strategy. He has acted as an advisor, consultant and educator to numerous leading organisations and is currently Professor of Marketing in the Australian School of Business at the University of New South Wales in Sydney, Australia and adjunct Professor at Cranfield University in the UK.
Peter Armstrong is responsible for the increasingly important domain of how business and information technology need to work together. Armstrong has helped to develop the company’s Business Service Management (BSM) strategy. He is also responsible for educating BMC Software's customers and employees, the media, and analysts about the company's vision and strategy. In addition to evangelizing, he works closely with the company's development labs to keep them informed about customer plans and activities, particularly in the non-U.S. marketplace, helping to ensure that the solutions BMC Software delivers are pertinent worldwide both today and in the future.