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As a result of Covid-19 economists are talking about a seismic size shock across the economy. If it’s not impacting you, it will undoubtably be impacting on your customers, supply chain and wider network. How you act right now will have huge ramifications for the future; you can get out the contracts and seek to minimise loses or work to create a better way of working.

We invite you explore relationship management and customer service within the construction industry. Will be thought provoking and aiming to be as interactive as possible using a virtual platform. We will explore the confrontational nature of the industry and how to create change. You will leave with ideas practical models and actions that create higher value works and repeat business. We will introduce and explore customer relationship management (CRM) verses customer relationship leadership (CRL).

Start with the NHS story – two very different ways of working, one transactional the other transformational You all have CRM right ? you have the figures right in front of you. need a 9.9 to get loyalty. Contractual verses relationship – think about customer service you customer journey What does it take to be top of the stack? Service profit chain and added value – just one person and put off every single contact. On the other hand I can still remember the single contractor who went out of his way Do you really understand your stakeholders wants, needs and drivers?

Speaker Bio: Howie Crook is the Director of Re-Think Development specialising in change programmes for the built environment sector. Howie has over 20 years of experience of designing and delivering change and leadership programmes for blue chip clients across multiple sectors. Within the built environment sector he has worked with:

Willmott Dixon | Skanska | Wates | Laing O'Rourke | Telford Homes | EC Harris | Bovis | GSH | URS

Howie is the Programme Director for Willmott Dixon’s innovative School of Account Leadership (SAL).

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