 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 in project
management, process engineering, Customer Relationship
Management (CRM) and IT across a diverse set of industries.
Craig has successfully developed and implemented processes that
are predictable, scalable, increase customer loyalty 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
-
Customer Experience Assessment
-
Customer service center startup
-
Outsourcing evaluation and management
-
Business process streamlining
-
Post merger / acquisition (whole
company) integration
-
Customer perception polling and survey
-
Customer Experience Management workshop
Prior to founding Customer Centricity,
Craig served as Vice President of Customer Care for Genuity's
U.S.-based customer service centers during the height of its
period of explosive growth. He 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 following the destruction of
9/11, which affected a majority of its enterprise customers’
networks and major segments of its backbone network. 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 consistently exceed their expectations.
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 operational efficiencies and
revenue growth.
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
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. |
