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 About the Firm

 Services

 Clients

 Books

 Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value

 Competitor Targeting: Winning the Battle for Market and Customer Share

 Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever

 Beat the Competition: How to Use Competitive Intelligence to Develop Winning Business Strategies

 Articles

 "Competitive Intelligence" - A New Survival Tactic

 Customer Knowledge for e-Marketing

 CRM Best Practices

 CRM is a Strategy not a Tactic

 Customer Relationship Management at CCL

 Customer Relationship Management: From Conflict to Collaboration

 CRM and e-Marketplaces

 CRM and the Retailing of Goods and Services

 CRM and Sales Force Automation

 CRM and Tech Companies

 Don't Give Me Just One (Re: Ethnicity Trends in Canada)

 Don't Treat Your Customers Equally

 Florists Could Say It With Gifts

 Grocers and Gifts: Food for Thought

 The Growing Power of Chain Stores

 The Marketer's Challenge: How To Teach Customers New Behaviours

 Marketing Governance: Oversight Overlooked

 Measuring Customer Relationships: What Gets Measured Really Does Get Managed

 Online Education As An Export Industry

 Online Shopping Goes Mainline

 Relationship Demarketing: Managing Wasteful or Worthless Customer Relationships

 Relationship Marketing Strategy

 Relationships with Investors and Owners

 Relationships with Partners

 Relationships with Suppliers

 Rushing for Integration Gold

 Selling Giftware to Canadian Hardware Retailers

 Selling Giftware to Canadian Landscape and Garden Centres

 The ABCs of CRM

 The Business of Retail: Customer Loyalty (1. Customer Strategy)

 The Business of Retail: Customer Loyalty (2. Customer Profitability & Measurement)

 The Business of Retail: Pricing and a Stronger Canadian Dollar

 Trust-Based Relationships

 Newsletter

 Accelerate Time-to-Results (Part A)

 Case study: Web-sites of Utilities in Ontario

 CRM and Financial Services

 CRM and Relationships with Investors

 CRM and Technology Companies

 CRM and Telecommunications Services

 CRM Can't Possibly Apply to Government. Or Can It?

 CRM Processes

 CRM Starts with a CRM Plan

 Digital Convergence: End of the Journey or Fork in the Road?

 Do You Need a Sales Force?!

 Employee Relationships a Key to CRM

 Integrating Clicks and Mortar

 Make Your Business Culture a Collaborative One

 Relationship Marketing 101

 Relationships with Suppliers

 Target Competitors

 Technology Changes Everything

 The History of “Convergence”

 Time to Manage Customer Relationships

 Twelve Ways to Increase Sales in Your Manufacturing Company Right Now

 Two Keys to Customer Service

 Web-sites and Customer Relationships

 What Happens if Customer & Channel Relationships Go Wrong?

 Who Owns the Customer?

 Why eGovernment is not enough

 Links

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