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The University of Southampton
Southampton Business School

Trust the Growth Engine of B2B Customer Relationships Seminar

18:00 - 20:00
25 January 2018
Southampton Business School, Building 2

Event details

Evening Seminar Series Trust is the buzzword of the moment in Business to Business, the new elixir that clinches contracts, opens doors and pushes up profits; it can be created, adapted and turned on and off like a tap, or, so we are led to believe! With the majority of the theories and practices advocated often anecdotal. While, overlaps and similarities exist in the way B2C and B2B operate, there are also significant differences; in B2B the issue of trust is less straightforward, its applications are often more nuanced and have greater impact on client relationships. Few studies have been made into the dynamic nature of trust within B2B relationships, or the interrelatedness of trust: How is it created (interdependence)? What are the benefits that flow from this relationship (equitability)?

What’s in it for you?

  • Access to the latest thinking on trust within a B2B customer relationship context, drawing on leading academic research.
  • Improve application through insight.
  • Solutions for developing service orientated customer relationships, increased share, loyalty and reduced cost to serve.

Speaker information

Mark Hollyoake , Customer Attuned Limited. Mark is a co-founder and Director of Customer Attuned Ltd. He is currently studying for his Doctorate at Southampton Business School, focused on Trust as a dynamic within business to business customer relationships. He is an authority 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. His 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.

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