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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 with the most recent listed first:

 Breakthrough B2B Marketing Plans
The Canadian Business Journal, June 2014

 Creating Product Addicts
Ivey Business Journal, January/February 2014

 Why Aren't Canadian Retail Prices Coming Down? The Strong Canadian Dollar and the Challenge for Retail Prices
Ivey Business Journal, September/October 2011

 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

 Grocers and Gifts: Food for Thought
CGTA Market Monitor, Fall 2008

 The Business of Retail: Customer Loyalty (2. Customer Profitability & Measurement)
Home Style Magazine, September 2008

 The Business of Retail: Customer Loyalty (1. Customer Strategy)
Home Style Magazine, May 2008

 Florists Could Say It With Gifts
CGTA Market Monitor, Spring 2008

 Selling Giftware to Canadian Landscape and Garden Centres
CGTA Market Monitor, Spring 2008

 The Business of Retail: Pricing and a Stronger Canadian Dollar
Home Style Magazine, Jan/Feb 2008

 Selling Giftware to Canadian Hardware Retailers
CGTA Market Monitor, Fall 2007

 Marketing Governance: Oversight Overlooked
Ivey Business Journal, March/April 2007

 Don't Give Me Just One
How Ethnicity Trends Affect Gift Giving in Canada
CGTA Market Monitor, Spring 2007

 Online Shopping Goes Mainline
CGTA Market Monitor, Fall 2006

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

 Online Education As An Export Industry
Special to Globe and Mail Update – Globe and Mail, Technology, March 13, 2006

 The Growing Power of Chain Stores
CGTA Market Monitor, Spring 2006

 Measuring Customer Relationships: What Gets Measured Really Does Get Managed
Ivey Business Journal, July/August 2003

 CRM Best Practices
Ivey Business Journal, November/December 2002

 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

 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 Sales Force Automation
Velocity - a Delano publication, Vol. 3 Issue 8, March 2001

 Customer Knowledge for e-Marketing
Velocity - a Delano publication, Vol. 3 Issue 7, February 2001

 Trust-Based Relationships
Velocity - a Delano publication, Vol. 3 Issue 2, September 2000

 CRM and the Retailing of Goods and Services
Velocity - a Delano publication, Vol. 2 Issue 12, July 2000

 CRM and Tech Companies
Velocity - a Delano publication, Vol. 2 Issue 11, June 2000

 Relationships with Suppliers
Velocity - a Delano publication, Vol. 2 Issue 6, January 2000

 The ABCs of CRM
Ideas - a Microsoft publication, Issue One 2000, p. 14

 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

 Relationship Marketing Strategy
Velocity - a Delano publication, Vol. 1 Issue 2, September 1999

 Rushing for Integration Gold
Canadian Telecom, September/October 1995

 How do I love thee? Let me count 10 ways - The manufacturer as seen by the distribution channel (an article about distribution channel relationships)
Ivey Business Journal (Business Quarterly), September 1994

 "Competitive Intelligence" - A New Survival Tactic
Possibly the first article to discuss Competitive Intelligence
Electrical Business, January 1982