Deep Dependence – Part 4
In article three of this series on Interdependence we explored and discussed the third level of Business 2 Business (B2B) customer relational interdependence, that of… Read more
Mark is a co-founder and Director of Customer Attuned Ltd. He holds a Doctorate from the University of Southampton, his thesis focused on Trust as a dynamic within business to business customer relationships.
He is an expert in B2B Customer Experience and Customer Management. This includes CM strategy development; execution of improvement plans (incl. organisational modelling for customer management); programme design; and partnership & alliance development.
Mark's applied work across FMCG, industrials, medical devices, financial services, business services and construction has led to organisations making, significant improvements to their customer management. A large focus of this work has been moving organisations up the Trust Ladder to enable them to benefit from reduced cost to serve, while continuing to innovate and deliver mutual value.
Mark is a Fellow of the Chartered Institute of Marketing and Member of the Institute of Sales and Marketing Management. He holds an MBA in strategy from Henley Business School.
In article three of this series on Interdependence we explored and discussed the third level of Business 2 Business (B2B) customer relational interdependence, that of… Read more
In article two we explored and discussed the second level of B2B customer relational interdependence, that of shallow dependence. In article three, we explore ‘shallow i… Read more
People remember how they feel, not how well they were processed
Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more
Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more
Occupying the same market as your suppliers with transactional relationships? This is a challenge for any business, learn how to manage co-existence in this e-book.
The Trust La… Read more
Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manageme… Read more
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According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more
Mark Hollyoake examines what it means to build a successful CRM programme, in this publication you will learn how to make a compelling case for change, manage stakeholders effect… Read more
Was there ever a golden era when people ran businesses to earn a good living and contribute to the society that provided the foundation for their good fortune?
We seem to have evolve… Read more
Customer Attuned recently brought together a group of senior leaders from a number of sectors to debate and discuss the issue of trust – a subject of which it is difficult to turn on t… Read more