Head of CM Capability
Mark is a co-founder and Director of Customer Attuned Ltd, an expert in B2B Trust, Customer Experience and Customer Management. This includes CM strategy development; execution of improvement plans, including organisational modelling for customer management.
Mark holds a doctorate gained from the University of Southampton through his research focused on Trust as a dynamic within business to business customer relationships.
His applied work has led to organisations making significant improvements to their customer management. The focus of this work has been to move organisations up the Trust Ladder enabling them to benefit from reduced cost to serve while continuing to innovate and deliver mutual value.
He is an associate lecturer at the University of the West of England, a Fellow of the Chartered Institute of Marketing and Fellow of the Institute of Sales Professionals. He holds an MBA in strategy from Henley Business School and a diploma in marketing.