Marketing and Sales


Professor Merlin Stone

  • Role Title: Visiting Professor
  • Address: Richmond Building Portland Street Portsmouth PO1 3DE
  • Telephone: tbc
  • Email: tbc
  • Department: Marketing and Sales
  • Faculty: Portsmouth Business School


Merlin is one of the UK's top specialists in changing organisational capability to meet the needs of customers and stakeholders. This includes key account management, sales and marketing management and delivery, customer relationship management (in particular strategies and tactics for cost-effectively attracting, retaining and developing customers of all types - from key accounts to consumers), database marketing, call/contact centre management and customer service. His experience covers many sectors, including arts and culture, automotive, charities and other not for profit organisations, energy, financial services, information and telecommunications technology and services, pharmaceutical, public sector, retailing, travel and transport and utilities. He also trains, coaches and mentors senior managers, especially but not exclusively in companies where he is working as an advisor. 

He runs his own practice, providing consulting, training, public speaking, public relations and coaching services. He is also Research Director at WCL, specialists in change management and customer/stakeholder management in the public sector. He is author or co-author of many articles and thirty books on transforming marketing, sales and customer service capabilities, including Up Close and Personal - CRM @ Work, Customer Relationship Marketing, Successful Customer Relationship Marketing, CRM in Financial Services, Key Account Management in Financial Services, The Customer Management Scorecard, Consumer Insight, Marketing Revolution and Business Solutions on Demand. The Chartered Institute of Marketing listed him in 2003 as one of the world's top 50 marketing thinkers, while NOP World nominated him in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the internet in the UK over the previous 10 years. He is an Fellow of the Chartered Institute of Marketing and of the Institute of Direct Marketing - the latter elected him an Honorary Life Fellow in 2008.

He is also on the editorial advisory boards of several academic journals and writes for several trade publications.

He has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career. He has held senior academic posts at various universities. He is a visiting professor at the University of Portsmouth Business School and also several others.