Articles

We have written over a hundred articles that have been published in academic journals, industry magazines and the business press. Here are links to some of the articles we have published:

Customer Relationship Management: From Conflict to Collaboration
Ivey Business Journal, May/June 2001

Customer Relationship Management at CCL
Ivey Business Journal, November/December 2001 (with C. Wente)

CRM is a Strategy not a Tactic
Ivey Business Journal, September/October 2001

"Don't Give Me Just One" - Part 1, Part 2
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

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

Relationship Demarketing: Managing Wasteful or Worthless Customer Relationships
Ivey Business Journal, March/April 2006