Mark C Bailey, Visiting Fellow at Cranfield School of Management explains how adding services to products and developing a culture of customer care could add huge value to a business.
Dr Javier Marcos, Director of Cranfield School of Management's Key Account Management Forum asks the following questions:
How can you install a culture of customer care in a way that becomes mission critical for organizations?
What advice would you give to someone who aspires to ensure that an entire organisation, with thousands of employees, like Rolls-Royce, cares about the customer?
What are the right measures to implement and have to ensure robust customer care processes?
What are the main differences between descriptive, predictive and prescriptive analytics and why do these differences matter?
How do you see the future of advanced services - what do you see as the next game changer in this space?

Mark Bailey is an accomplished senior business leader with significant strategic and operational experience from a distinguished career in the Aerospace and Energy industries at FTSE 100 Company, Rolls-Royce plc.

Operating as a member of the Rolls-Royce plc Senior Leadership Team with plc level accountability for Customer Relationships & Services he was responsible for delivery of significant growth in the service revenue component of the Rolls-Royce business plan. Introducing state-of-the-art engineering & digital technologies and innovative commercial models in collaboration with customers and partners / suppliers to increase sales and bottom-line margins whilst building exceptional customer experience & loyalty.

Mark has now successfully transferred his leadership and business experience into the Health Care and Education sectors as well as providing independent business advisory services. He is a serving Non-Executive Director on the Board of Directors for an acute NHS Hospitals Trust in Yorkshire and a Medical Research Consultancy. In addition, he is supporting the professional development of executives from the corporate environment, the public sector as well as entrepreneurs & business start-ups as a qualified Executive Coach and Mentor.

Mark is a Visiting Fellow and Recognised Teacher at Cranfield University School of Management.

Cranfield School of Management. Key Account Management Forum. 2022.
http://www.cranfield.ac.uk/som/kambpforum