Articles
We have written over a hundred articles that have been published in academic journals, industry magazines and the business press. Here are some of the articles we have published:
Why Aren't Canadian Retail Prices Coming Down? The Strong Canadian Dollar and the Challenge for Retail Prices
Ivey Business Journal, September/October 2011
"Competitive Intelligence" - A New Survival Tactic
Possibly the first article to discuss Competitive Intelligence
Electrical Business, January 1982
Customer Knowledge for e-Marketing
Velocity - a Delano publication, Vol. 3 Issue 7, February 2001
CRM Best Practices
Ivey Business Journal, November/December 2002
CRM is a Strategy not a Tactic
Ivey Business Journal, September/October 2001
Customer Relationship Management at CCL
Ivey Business Journal, November/December 2001 (with C. Wente)
Customer Relationship Management: From Conflict to Collaboration
Ivey Business Journal, May/June 2001
CRM and e-Marketplaces
Velocity - a Delano publication, Vol. 3 Issue 10, June 2001
CRM and the Retailing of Goods and Services
Velocity - a Delano publication, Vol. 2 Issue 12, July 2000
CRM and Sales Force Automation
Velocity - a Delano publication, Vol. 3 Issue 8, March 2001
CRM and Tech Companies
Velocity - a Delano publication, Vol. 2 Issue 11, June 2000
Don't Give Me Just One
How Ethnicity Trends Affect Gift Giving in Canada
CGTA Market Monitor, Spring 2007
Don't Treat Your Customers Equally
Business Incubator - ReportonBusiness.com, The Globe and Mail, November 11, 2008
Florists Could Say It With Gifts
CGTA Market Monitor, Spring 2008
Grocers and Gifts: Food for Thought
CGTA Market Monitor, Fall 2008
The Growing Power of Chain Stores
CGTA Market Monitor, Spring 2006
The Marketer's Challenge: How To Teach Customers New Behaviours
Ivey Business Journal, September/October 2008
Marketing Governance: Oversight Overlooked
Ivey Business Journal, March/April 2007
Measuring Customer Relationships: What Gets Measured Really Does Get Managed
Ivey Business Journal, July/August 2003
Online Education As An Export Industry
Special to Globe and Mail Update – Globe and Mail, Technology, March 13, 2006
Online Shopping Goes Mainline
CGTA Market Monitor, Fall 2006
Relationship Demarketing: Managing Wasteful or Worthless Customer Relationships
Ivey Business Journal, March/April 2006
Relationship Marketing Strategy
Velocity - a Delano publication, Vol. 1 Issue 2, September 1999
Relationships with Investors and Owners
Velocity - a Delano publication, Vol. 1 Issue 5, December 1999
Relationships with Partners
Velocity - a Delano publication, Vol. 1 Issue 4, November 1999
Relationships with Suppliers
Velocity - a Delano publication, Vol. 2 Issue 6, January 2000
Rushing for Integration Gold
Canadian Telecom, September/October 1995
Selling Giftware to Canadian Hardware Retailers
CGTA Market Monitor, Fall 2007
Selling Giftware to Canadian Landscape and Garden Centres
CGTA Market Monitor, Spring 2008
The ABCs of CRM
Ideas - a Microsoft publication, Issue One 2000, p. 14
The Business of Retail: Customer Loyalty (1. Customer Strategy)
Home Style Magazine, May 2008
The Business of Retail: Customer Loyalty (2. Customer Profitability & Measurement)
Home Style Magazine, September 2008
The Business of Retail: Pricing and a Stronger Canadian Dollar
Home Style Magazine, Jan/Feb 2008
Trust-Based Relationships
Velocity - a Delano publication, Vol. 3 Issue 2, September 2000