Francis Buttle established Francis Buttle & Associates in 1979. He has a PhD from the University of Massachusetts and has been a full Professor of Marketing, Customer Relationship Management (CRM), Relationship Marketing and Management at 3 of the world’s top 40 graduate schools of management. He is author of seven books and 300 articles, an elected Fellow of the Chartered Institute of Marketing, Company Director, and has been lead consultant on more than 50 projects. He is an expert on CRM, customer experience management, marketing, service quality, relationship quality, and customer complaints management. Francis is a frequent speaker at corporate and professional conferences.