Biographies

Helen Peck DMS
Research Fellow, Cranfield School of Management
Helen Peck is a Research Fellow in the Marketing and Logistics
Group. She joined Cranfield in 1983, from a major UK retail bank,
working initially with the School’s Library and Information Services
and Management Development Unit, before taking up a research
post within the Group. In addition to developing a research interest
in collaborative approaches to supply chain management, she is
currently nearing completion of a PhD in Relationship Marketing as
a staff candidate. Her published work to date includes papers and
journal articles, joint editor and authorship of one book and contri-
butions to many others. She is also an award-winning writer of
management case studies, whose work is used extensively on mar-
keting and logistics programmes at Cranfield and by other teaching
institutions in Europe, North America and Australasia.

Professor Adrian Payne PhD, MSc, MEd, FRMIT
Professor of Services and Relationship Marketing, Cranfield
School of Management
Adrian Payne is Professor of Services and Relationship Marketing
and Director of the Centre for Relationship Marketing at the
Cranfield School of Management, Cranfield University. He has prac-
tical experience in marketing, market research, corporate planning
and general management. His previous appointments include posi-
tions as Chief Executive for a manufacturing company and he has
also held senior appointments in corporate planning and marketing.
He is an authority on Customer Relationship Management and is an
author of four books on this topic. His research interests are in
Relationship Marketing, Customer Retention Economics, the impact
of IT on CRM and Marketing Strategy and Planning in Service
Businesses. Adrian is a frequent keynote speaker at public and in-
company seminars and conferences around the world. He is also a