Graham Hill
Associate Partner, Strategyn UK
Locale: Cologne, Germany
Biography: Graham Hill has worked at the forefront of customer management “thinking and doing” for more than 20 years with such organizations as Sophron Partners, PricewaterhouseCoopers, OASiS Group and KPMG Consulting. He has extensive experience advising clients in all aspects of customer-driven business in the financial services, telecom, automotive, building, and aviation industries and in the public sector.
Graham is interested in the areas of customer relationship management, customer experience management, customer-centricity and customer-driven innovation. He strongly believes that “just as customer relationship management has evolved into customer experience management, so customer experience management is now evolving into customer co-creation.” Involving customers in all aspects of customer-driven innovation is a big part of this.
Graham serves as the resident customer value management guru at CustomerThink, the leading independent CRM portal. His blog, “Customer Insider,” was recently voted one of the top 10 CRM blogs. He has written more than 100 articles and blog posts about customer management, and has spoken at more than 50 conferences on customer management topics around the world.
Graham received a Bachelor of Science degree in the biological sciences from Wye College, University of London, and a PhD in the biological sciences from the University of Edinburgh.
Personal: Married to my German wife for 14 years. We have two boys, lots of pets. I like reading, fly fishing, mountaineering, sports of all kinds.
Quote: Reasonable men adapt to the world. Unreasonable men adapt the world to themselves. That's why all progress depends on unreasonable men. – George Bernard Shaw
One Thing People Don’t Know About You: I’m the owner of a 22-ton Caterpillar D7 bulldozer.
Best Reading: The Accidental Guerrilla, a book by David Kilcullen. And Time to Put A Stake in The Ground, an article by Paul Greenberg on Social CRM, located at ZDNet.com.