 Craig Bailey
Craig Bailey is the founder and president of Customer
Centricity and an expert in creating customer-focused
organizations. He has an extensive background with high technology
firms in process engineering, Customer Relationship Management
(CRM) and IT. Craig has successfully developed and
implemented processes that are predictable, increase customer
satisfaction and retention, gain cost efficiencies and improve
profitability. Recent client projects have spanned a number
of areas including:
- Leading a large scale CRM deployment for a life sciences
company
- Service management assessments
- Customer service center bootstrapping
- Outsourcing evaluation and management
- Audit of operational plans and procedures
- Business process streamlining
- Pre-acquisition due diligence
- Customer perception polling and benchmarking
As Vice President of Customer Care for Genuity's
U.S. based customer service centers, Craig led numerous
initiatives which increased customer satisfaction and positioned
the company for its August 2002 ranking, by Network Magazine, as
the #1 Internet Service Provider in customer service. Craig was
responsible for leading the service restoration efforts for
Genuity's customer-base, post 9/11. He ensured that
corporate resources were marshaled in a timely manner to restore
services as quickly as possible to customers impacted by the
event, while delivering the same quality of service to
non-impacted customers. As
Director of Information Services for GTE Internetworking, Craig
was instrumental in developing processes that integrated sales,
marketing and operations to present "one face" to customers and to
exceed their expectations consistently. At EDS, Holland Mark
Martin and GTE Mobile Communications, Craig developed processes
and implemented technology to support all facets of customer care.
His excellent communications and leadership skills have enabled
him to help numerous organizations reach peak performance. Craig
began his career at Great Northern Paper designing systems for
sales and marketing to improve the company’s efficiency.
Craig has lectured on customer relationship management, corporate strategy, operational
effectiveness, and entrepreneurship as a guest speaker at Babson College, Bentley College,
Boston College, Clark University, Harvard University, MIT's Sloan School of
Management, and Rivier College in New Hampshire,
in addition to participating on numerous panels for other
organizations and events. Craig has also recently served as an adjunct professor at Bentley
College, teaching a course on Global Business. He is frequently
quoted on CRMguru's website
which is the world's largest CRM community.
|
