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John Murphy

Professor John Murphy, is the Academic Director of the Customer Management Leadership Group (CMLG). CMLG is a network of senior executives from both public and private sectors, leading academics in customer management-related fields and experienced practitioners in the implementation of customer centric change.

Professor John Murphy is a visiting professor at Alliance Manchester Business School and combines the roles of academic and international consultant specialising in customer management.

He has held a series of senior management positions both in Ireland and the UK and is a pioneer and thought leader on the dynamics of customer management. He has been an advisor to numerous international organisations, including the British Council, Lloyds Banking Group, Santander, Shell, United Utilities and the NHS.

In 1990 he was appointed Visiting Professor of Quality Management at the University of Ulster, the first such chair established in Ireland and in 2000 was appointed by the British Quality Foundation (BQF) as subject expert in customer satisfaction. He has been Chairman of the BQF jury for the nine year period 2003-2012 for the annual UK Business Excellence Awards, regularly presented by the Princess Royal.

In 1995 Dr Murphy was appointed Professor of Marketing at Manchester Business School specialising in Customer Management. In 2005 he was appointed Faculty Head of Development, with responsibility for identifying and formalising partnership opportunities for the Faculty of Humanities, which is the largest of the University’s four Faculties. In 2008 he was appointed Head of Corporate Relations at Manchester Business School. He chaired and directed the Customer Management Leadership Group in Manchester Business School since its inception in 2002.

He holds four professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists of quality in the world.

He is the author of six books, the most recent of which, The Stakeholder Balance Sheet: Profiting from Really Understanding Your Market, was published in 2008.

John Murphy is a Food Science graduate of University College, Cork and has a Masters degree in Science from Trinity College, Dublin and Doctor of Philosophy degree from the University of Ulster.