The Henley Centre
The Henley Centre for Customer Management is a UK membership-based research consortium hosted at Henley Business School that convenes 10-20 leading enterprises annually to research and benchmark Customer Management practices, selling annual memberships at £10,500 plus VAT.
- Company typePrivate
- Founded2006
- HeadquartersHenley On Thames, United Kingdom
- Headcount1–10
- GTM typeB2B
- OfferingServices
What The Henley Centre does
The Henley Centre for Customer Management (HCCM) is a membership-based research consortium operating under Henley Business School at the University of Reading in Henley-on-Thames, UK. Founded in 2006 (originating from a CRM research forum established in 2002 under Professor Moira Clark), the Centre convenes 10-20 leading organisations per year — including Lloyds Banking Group, RSA, Heathrow, Thames Water, Renault, BOC, GM Financial and Mercedes Benz Financial Services — to share best practices in Customer Management. Its core technology consists of proprietary research frameworks developed by the founding team: the CM Space Model (a diagnostic for implementation pre-conditions), the CM Eco-System Model (classifying organisations into five CM sub-species), the Functional CM Model (a four-stage process loop), and the Organisational Climate Assessment Survey (rooted in Professor Clark's doctoral research). The Centre's commercial offering is the annual membership programme priced at £10,500 plus VAT per organisation, providing access to a series of one-day workshops, two annual conferences (October Annual Conference and Regatta Week Conference), exclusive research reports with a six-month member exclusivity window, and peer benchmarking. Research outputs span over 16 years of work covering Customer Experience, CRM, Multi-Channel, Employee Engagement, Personalisation, B2B Satisfaction, and Trust, with the research team comprising eleven named academics from Henley Business School. The 2018-19 programme was lead-sponsored by Huntswood, a UK complaints resolution and intelligent customer management firm, indicating additional sponsorship revenue streams beyond membership fees.
The Henley Centre firmographics
Firmographics- Name
- The Henley Centre
- Legal name
- The Henley Centre for Customer Management
- Website
- http://www.hccmsite.co.uk
- Company type
- Private
- Founded year
- 2006
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- The Henley Centre for Customer Management is a UK membership-based research consortium hosted at Henley Business School that convenes 10-20 leading enterprises annually to research and benchmark Customer Management practices, selling annual memberships at £10,500 plus VAT.
- Ownership category
- akta.pro rank
The Henley Centre industry classification
Industry- Product category
- Customer Management Research
- NAICS
- Management Consulting Services (54161), Convention and Trade Show Organizers (56192), Other Management Consulting Services (541618)
- SIC
- Services-Membership Organizations (8600)
- akta.pro primary industry
- Customer/User Conferences & Client Advisory Boards (THAHAMAD)
- akta.pro secondary industry
- Sponsorship, Exhibitor & Partnership Management Services (THAHACAK)
Keywords
Where The Henley Centre is headquartered
LocationHeadquarters
- HQ city
- Henley On Thames
- HQ country
- United Kingdom
- HQ region
- Europe
Offices1 record
Markets served
The Henley Centre business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure, Others
Revenue model
- Annual Membership Fees: The primary revenue stream is annual membership fees from organisational members. Each membership year (01/08/XXXX-31/07/XXXX), organisations pay to join the Centre and gain access to workshops, research programmes, networking events, and exclusive reports. Members are entitled to send up to 3 delegates to hands-on workshops and receive early access to research results.
- Research Reports (Post-Exclusivity): Research reports are initially available exclusively to members for a six-month period. After this exclusivity window, reports become available for public purchase, providing a secondary revenue stream from non-member organisations seeking access to the Centre's research outputs.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Annual Membership - £10,500 plus VAT per organisation per year |
Go-to-market motion1 record
Distribution channels1 record
Marketing channels5 records
The Henley Centre product offering
Product offeringCore offering
The Henley Centre for Customer Management operates a membership-based research consortium that recruits 10-20 leading organisations annually to participate in a year-long programme of applied research, hands-on workshops, and conferences focused on Customer Management. Member organisations pay an annual fee (currently £10,500 plus VAT) and receive exclusive access to proprietary diagnostic frameworks (CM Space, CM Eco-System, Functional CM, Organisational Climate Survey), research reports, and networking opportunities with sector leaders.
Product overview
The Henley Centre for Customer Management operates as a membership-based research and knowledge-sharing organization offering a comprehensive portfolio of products and services focused on customer management excellence. The core offering is the annual membership programme (priced at £10,500 plus VAT), which provides access to workshops, annual conferences (including the October Annual Conference and Regatta Week Conference), and exclusive research reports. The centre has developed proprietary intellectual property including the CM Space Model, CM Eco-System Model, and Functional CM Model, along with an Organisational Climate Survey assessment tool. Research reports and white papers are developed collaboratively with member organizations and released to the public after a six-month exclusivity period. The portfolio is structured around collaboration between business practitioners, academic experts, and industry thought-leaders.
Differentiator
Problem solved
Functional benefit
Products and services
- CM Space Model Self-diagnostic framework assessing pre-conditions for successful implementation of Customer Management, bounded by marketing strategy conditions, IT conditions, and organisational culture and climate conditions.
- HCCM Membership Programme Annual membership programme priced at £10,500 plus VAT per organisation, providing access to workshops (up to 3 delegates), research reports, conferences, and member-only discussion forums. Membership year runs from 01/08 to 31/07.
- Research Reports Annual research reports and white papers on customer management topics developed through member-driven research agenda. Reports are exclusive to members for six months before public availability.
- Workshop Programme Series of six one-day workshops per year including inaugural workshop, new member workshop, member visits/workshops, and final workshop. Each member organisation is entitled to three places per workshop.
- Annual Conference Annual conference held in October featuring world-class speakers and presentations on customer experience topics. Members receive one free place plus preferential discounts for additional attendees.
- Regatta Week Conference Annual conference held in July at Henley Business School concluding the membership programme, featuring morning conference followed by cruise along the regatta course.
- Organisational Climate Assessment Survey Questionnaire-based assessment tool measuring five key themes of organisational climate: Structure, Rewards and Recognition, Cohesion, Warmth and Support, and Customer Care. Used to identify gaps between high and low customer-retaining branches.
- CM Eco-System Model Framework classifying organisations into five sub-species of Customer Management (Mass Market, Customer-managed Relationship, IT-enabled micro-segmentation, Proposition prefabrication, One-to-one) based on market granularity and proposition flexibility dimensions.
- Functional CM Model Four-subprocess model for Customer Management: Data Gathering, Data Analysis and Value Identification, Value Delivery, and Monitoring, Feedback and Control, forming an iterative loop for continuous improvement.
- Achieving Success in Strategic Customer Management Course Course focused on achieving excellence in customer management through understanding factors affecting customer experience and gaining insights into customer needs and behaviours.
Quantifiable outcome
- The five key themes of organisational climate (Structure, Rewards and Recognition, Cohesion, Warmth and Support, Customer Care) correlate with customer retention - high customer-retaining branches scored more highly on all five themes than low customer-retaining branches
Companies that use The Henley Centre
Customer profileNamed customers12 records
Segments2 records
Ideal customer profiles1 record
The Henley Centre technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature4 records
The Henley Centre partnerships and signals
Strategic signalScale indicators4 records
Recent moves5 records
Expansion highlights4 records
The Henley Centre competitors and assessment
Company assessmentDirect peers
- Institute of Customer Service: UK-based membership body promoting customer service excellence through research, benchmarking, accreditation, and events. Directly comparable as a UK membership organisation focused on customer service standards, with member organisations across sectors analogous to HCCM's roster.
- Customer Experience Professionals Association (CXPA): Global professional association for CX practitioners offering membership, community, education, and resources. Comparable as a CX-focused membership community serving enterprise practitioners, though with a global rather than UK-only footprint.
- ICMI (International Customer Management Institute): Membership community for contact centre and customer management professionals offering research, training, and events. Comparable as a CM-focused membership body serving enterprise customer operations leaders, with overlapping content themes (CRM, CX, employee engagement).
- Customer Contact Week (CCW): Events and community platform for customer contact and CX professionals producing conferences, research, and benchmarking. Comparable through its annual conferences, research reports, and curated community of enterprise customer leaders.
- CX Network: Global community and events platform for CX executives producing research, webinars, and conferences. Comparable as a community-led CX knowledge network serving enterprise members, with a broader global reach than HCCM.
Emerging players
- 1to1 Media: Media and events company covering CRM, customer strategy, and personalisation. Comparable as a CX/CRM thought-leadership and events brand targeting enterprise practitioners, with overlapping content themes (personalisation, CRM, CX).
- CustomerThink: Global online community and thought-leadership publication for customer-centric business. Comparable as a customer management thought-leadership platform with research, articles, and community features, though primarily digital rather than membership-fee based.
Broad incumbents
- Forrester Research: Global research and advisory firm covering CX, customer experience, and digital strategy. Comparable through its CX research subscription model and enterprise advisory, but operates at vastly greater scale across many domains beyond CM.
- Gartner: Global research and advisory firm covering CRM, CX, and customer service technologies. Comparable as an enterprise CX research provider, but with a much broader portfolio and platform-based delivery model.
Others
- Huntswood: UK leader in complaints resolution and intelligent customer management experience (iCMX) and current lead sponsor of HCCM. Comparable as a UK CM-focused firm serving enterprise clients, with an operational rather than research consortium orientation.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat4 records
Key risks6 records
Key highlights7 records
Customer concentration
The Henley Centre social profiles
Digital presenceThe Henley Centre financial estimates
Financial estimateRevenue estimate
Valuation estimate
The Henley Centre leadership team
Management profileNumber of profiles
Profiles12 records
The Henley Centre funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
The Henley Centre M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about The Henley Centre
What does The Henley Centre do?
The Henley Centre for Customer Management operates a membership-based research consortium that recruits 10-20 leading organisations annually to participate in a year-long programme of applied research, hands-on workshops, and conferences focused on Customer Management. Member organisations pay an annual fee (currently £10,500 plus VAT) and receive exclusive access to proprietary diagnostic frameworks (CM Space, CM Eco-System, Functional CM, Organisational Climate Survey), research reports, and networking opportunities with sector leaders.
Is The Henley Centre a public or private company?
The Henley Centre is a private company. It is classified as unknown and is currently operating.
When was The Henley Centre founded?
The Henley Centre was founded in 2006. It employs 1 to 10 people.
Where is The Henley Centre based?
The Henley Centre is headquartered in Henley On Thames, United Kingdom, in the Europe region.
How does The Henley Centre make money?
Two revenue lines are on record. Annual Membership Fees are the primary driver. The others are research Reports (Post-Exclusivity).
Who are The Henley Centre's main competitors?
Direct peers on record are Institute of Customer Service, Customer Experience Professionals Association (CXPA), ICMI (International Customer Management Institute), Customer Contact Week (CCW) and CX Network. Emerging players are 1to1 Media and CustomerThink. Broad incumbents are Forrester Research and Gartner. Huntswood is listed as an others.
Does The Henley Centre have an API?
No public API is recorded for The Henley Centre.
What industry is The Henley Centre in?
The Henley Centre's product category is Customer Management Research. Its primary akta.pro industry code is THAHAMAD, Customer/User Conferences & Client Advisory Boards, with a secondary code of THAHACAK, Sponsorship, Exhibitor & Partnership Management Services. Its NAICS code is 54161 and its SIC code is 8600.