Trust Ladder Part 3: Improving Performance
What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance?
Research from suppl… 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.
What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance?
Research from suppl… Read more
What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance?
Our second blog focu… Read more
What are the key characteristics of high performing Customer Management organisations on the Trust Ladder?
Data from our B2B assessments show marked differences between organ… Read more
Data from our B2B assessments show marked differences between organisations at the top and bottom of the Trust Ladder.
We highlight key characteristics of top performers.
KNOWL… Read more
While cost-release has been the focus for efficiency and improvement in recent years, few organisations effectively translate commercial needs into operational capability t… Read more
In the next three blogs we highlight what happens when you suffer deep dependence on your customers and what affects it has on your company – The Trust Ladder can show you how t… Read more
Many CM and CRM systems are over-sold and over promise on the capabilities they can deliver from day one. This generates a high level of expectation and anticipation which puts pre… Read more
In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more
In article four we explored and discussed the fourth level of B2B customer relational interdependence, that of deep dependence. In article five, we explore ‘deep inter-depende… Read more
Distributor Relationships as your Competitive Advantage
‘Marry in haste, repent at leisure’ _ this is often the most common problem in B2B distributor relationships. Principa… Read more