Dr Mark Hollyoake

About Dr Mark Hollyoake

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.

Entries by Dr Mark Hollyoake

CRM Steps for Success – What’s in it for me? Part 6 of 7

April 28, 2015/in Business Capabilities/by Dr Mark Hollyoake

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

The Trust Ladder

April 22, 2015/in Publications/by Dr Mark Hollyoake

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

CRM Steps for Success – Making the case for change – Part 3 of 7

April 21, 2015/in Business Capabilities/by Dr Mark Hollyoake

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

CRM Steps for success – Part 1 of 7

April 7, 2015/in Business Capabilities/by Dr Mark Hollyoake

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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

CRM – 6 Steps for Success

March 1, 2015/in Business Capabilities/by Dr Mark Hollyoake

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

Is it really success if it’s not equitable?

February 28, 2015/in Business Capabilities/by Dr Mark Hollyoake

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

What B2B Industry Leaders are saying about Trust

February 28, 2015/in Embedded Trust/by Dr Mark Hollyoake

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

Building Interdependence in B2B Customer/Supplier Relationships

February 28, 2015/in Customer Management/by Dr Mark Hollyoake

Within B2B, customers and suppliers are increasingly recognising levels of interdependence along the entire value chain as they come together to create a product or service.
Hi… Read more

The Trust Factor in B2B Client Relationship Management

February 28, 2015/in Customer Management/by Dr Mark Hollyoake

Trust an oft-quoted word related to many elements of the B2B relationship. Significant bodies of research point to its importance, yet skirt around it. We think it’s a core pillar… Read more