Publications

A Business to Business Model of Trust

June 27, 2023

In this whitepaper, Dr Mark Hollyoake together with Dr Melanie Ashleigh and Professor Malcolm Higgs, review and examine inter-organisation, inter-team…

Panel Summary – The Impact of Hybrid Working on How we Build and Manage Customer Relationships

December 9, 2021

Panel Summary - The Impact of Hybrid Working on How we Build and Manage Customer Relationships As many UK industries continue to manage the challenges…

The Impact of Hybrid Working on How we Manage and Build Customer Relationships – Nov 2021 Newszine

November 22, 2021

Welcome to the November issue of newszine: The Impact of Hybrid Working on How we Manage and Build Customer Relationships Hybrid working is something…

June Newszine- Making Customer Centricity a Reality Cover

Making Customer Centricity a Reality – June 2021 Newszine

June 7, 2021

Welcome to the latest issue of the Customer Attuned Newszine: Making Customer Centricity a Reality Do you customers really benefit from your customer…

Developing People in a Digital World Newzine

Developing People in a Digital World – Newszine February Issue

February 9, 2021

Welcome to the latest issue of the Customer Attuned Newszine: Developing People in a Digital World Inside, Alan talks about the effects of online…

The Trust Factor – Making B2B Trust your Business DNA – Read the panel summary here

November 10, 2020

“There is no getting away from the fact that as we start to pick our way through the crisis towards recovery, trust is going to have a far more pivotal…

Customer Attuned

The Trust Factor – Making Trust Your Business DNA – Latest Customer Attuned Newszine October Issue

October 7, 2020

Welcome to the latest issue of the Customer Attuned Newszine. Inside, Peter introduces our new B2B Trust Evaluator, which is powered by the model…

Adapting to New Normal Customer Behaviour – Read the Panel Summary Here

July 24, 2020

There is widespread agreement that the New Normal will look very different to the old normal, and to get through it's going to take leaders who champion…

Newszine July Issue 1 – Adapting to New Normal Customer Behaviour

July 1, 2020

Are you tired of hearing the words “unprecedented” and “disruption”? As I write, the news is full of the economic impacts of the Covid-19 pandemic…

Managing Distributors as Partners

June 10, 2020

12 Golden Threads of B2B Customer Experience Management

July 1, 2015

Peter Lavers evaluates what are the 12 main subject areas in B2B customer experience management? Based on real experience and backed up with industry leading benchmark data this e-book is a must read for any B2B Customer Management expert, practitioner or learner.

The Trust Ladder

April 22, 2015

The level of trust within your B2B customer base reveals how they view your company and determines the way they handle every transaction between you. This e-book explains how trust operates in B2B.