Katherine N. (Kay) Lemon, PhD

Professor of Marketing, Carroll School of Management, Boston College

Research Interests:

Customer experience, customer management, customer lifetime value, customer feedback

About Katherine:

Kay holds the Accenture Professorship at Boston College’s Carroll School of Management. She is currently also the Executive Director of the Marketing Science Institute (2015-2017).  She is a globally recognized expert in the areas of customer management, customer equity, and the dynamics of customer-firm relationships.  Her two new research areas are customer experience and customer feedback management. Kay is an award winning teacher and researcher. Her research appears in leading marketing journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science, and the Journal of Service Research. She has authored three books including Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy, and Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere.
Her research has been recognized with the Sheth Foundation/Journal of Marketing Award, given each year to the article that has made long-term contributions to the theory and practice of marketing, as well as several other best article awards.  In 2015, she received the Christopher Lovelock Career Contributions to the Services Discipline Award, and most recently, she was inducted as a 2016 American Marketing Association Fellow. Kay has extensive speaking, advising and consulting experience with leading global companies. Kay received her PhD from University of California, Berkeley.

Executive Education Programs Taught

Wharton Marketing Metrics™: Linking Marketing to Financial Consequences
Demonstrate your marketing programs’ ROI and strategically invest marketing dollars. Benefit from the latest research and tools to better assess and communicate the impact of marketing initiatives on your bottom line.