Prof. Merlin Stone - Director, White Consultants Ltd

Merlin is one of the UK’s most experienced consultants, lecturers and trainers in all areas relating to changing organisational capability to meet the needs of customers and stakeholders, including CRM, database marketing and customer service.  His consulting experience covers many sectors, including financial services, utilities, pharmaceutical, telecommunications, travel and transport, retailing, automotive, energy, IT and the public sector.

He is the author of many articles and thirty books on transforming marketing and customer service capabilities, including Up Close and Personal – CRM @ Work, Customer Relationship Marketing, Successful Customer Relationship Marketing, CRM in Financial Services, Key Account Management in Financial Services, The Customer Management Scorecard, Business Solutions on Demand, Consumer Insight and Marketing Revolution.  He is a Founder Fellow of the Institute of Direct Marketing and a Fellow of the Chartered Institute of Marketing.  He is also on the editorial advisory boards of the Journal of Financial Services Marketing, the Journal of Database Marketing and Customer Management Strategy, the Journal of Targeting, Measurement and Analysis for Marketing and the Journal of Direct, Data and Digital Marketing Practice (the journal of the Institute of Direct Marketing). He writes monthly columns for Database Marketing and Direct Marketing International and for the web site What’s New in Marketing (run by the Chartered Institute of Marketing).

Prof. stone speaks at many conferences and is a challenging and innovative thinker and critical commentator on changing capabilities in marketing, sales, service and IT. The Chartered Institute of Marketing listed him in 2003 as one of the world’s top 50 marketing thinkers, while NOP World nominated him in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the internet in the UK over the last 10 years.

He is a Director of WCL, specialists in change management in the public and private sectors. He is also a director of Nowell Stone Ltd, a recruitment, search, selection and HR strategy company specialising in helping companies improves their capabilities in interactive marketing, CRM, e-business and associated areas of customer service and IT.

He has a first class honours degree and doctorate in economics from Sussex University. In parallel to his business career, he has also pursued a full academic career, which started at The Department of Management Sciences, University of Manchester Institute of Science and Technology and The Jerusalem Institute of Management. Since then, he has held senior academic posts at various universities, such as Henley Management College, Kingston University, Surrey University and Bristol Business School. At Kingston he was Dean of the Faculty of Human Sciences (arts, languages and social sciences). He is now a Visiting Professor at these universities:, Brunel, De Montfort, Luton, Portsmouth, Southampton Solent and the West of England.