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 IT, business process engineering, operations
management and customer service.
Craig has successfully
developed and implemented processes that are predictable, increase
customer satisfaction, gain cost efficiencies and improve profitability.
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.
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
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 corporate
strategy and customer service effectiveness as a guest speaker at
Bentley College in Massachusetts, Rivier College in New Hampshire, and
numerous other organizations.
He is frequently quoted on CRMguru's website (www.crmguru.com)
which is the world's largest CRM community.