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

Trust – Too much of a Good Thing?

July 8, 2016/in Embedded Trust/by Dr Mark Hollyoake

Client relationships are a peculiar, they can take forever to develop and nurture, and can be terminated at short notice. Conversely, they can feel secure and comfortable, yet do… Read more

Building Trust into your Customer Plans

May 26, 2016/in Trust Evaluation and Development/by Dr Mark Hollyoake

Few people would doubt that building trust forms one of the foundations of a positive and mutually beneficial relationship. Yet, within B2B a lot of research into trust tends to be… Read more

Trust & Commitment: Chicken and Egg?

May 12, 2016/in Embedded Trust/by Dr Mark Hollyoake

Mark Hollyoake shares insights from his doctorate on trust within B2B
This week I’m grappling with a chicken and egg situation: trust and commitment. Good B2B customer managemen… Read more

Define Trust – What’s in a name?

May 5, 2016/in Embedded Trust/by Dr Mark Hollyoake

Mark Hollyoake shares insights from his doctorate on trust within B2B
When I began my DBA, the first academic task was to define what trust meant in the context of B2B. There are many… Read more

Trust in Me?

April 26, 2016/in Embedded Trust/by Dr Mark Hollyoake

Mark Hollyoake shares insights from his doctorate on trust within B2B
Trust in me. What do we really know about trust? It may be the subject of numerous books and conference papers,… Read more

Distributor Management – Motivation & Reward Planning – Staying Ahead. Part 4 of 4

March 15, 2016/in Customer Management/by Dr Mark Hollyoake

In the fourth blog on effective Distributor Management, Mark Hollyoake looks at the role of Motivation & Reward planning. Even when organisations enjoy excellent relation… Read more

Distributor Management – Avoiding the Pitfalls. Part 3 of 4

March 9, 2016/in Customer Management/by Dr Mark Hollyoake

In our third Blog Mark Hollyoake looks at some of the common problems which beset Distributor Management.
The most common challenges organisations face when starting to work in d… Read more

Distributor Management – Getting It Right! Part 2 of 4

March 2, 2016/in Customer Management/by Dr Mark Hollyoake

In our second blog on managing distributor markets, Mark Hollyoake looks at getting the foundations of Customer Management right.
The term distributor is widely used to describ… Read more

Why Distributor Management Is The Same As Good Customer Management. Part 1 of 4

February 25, 2016/in Customer Management/by Dr Mark Hollyoake

To celebrate the launch of our new Distributor Management Programme, Distributor Management Expert Mark Hollyoake unpicks some of the complexities of working with distributo… Read more

Is conflict within a B2B relationship a bad thing? Part 3 of 3

February 17, 2016/in B2B Trust/by Dr Mark Hollyoake

In our third blog on Conflict within Business to Business (B2B) relationships we focus on ways organisations can prevent relationships from becoming over-dependent.

This blog… Read more