Biography

Doctoral research on CRM best practices

Capability Maturity Model for CRM

Leadership

Conferences

J. is a doctoral candidate at the DeGroote School of Business at McMaster University . He received his Advanced Graduate Diploma in Management from Athabasca University (Alberta) in 2005, and his MBA with a focus on research and best practices from Athabasca University (Alberta) in 2007.

In 2007, completed his MBA with research into how the Integrated Capability Maturity Model (CMMI®) from Carnegie Mellon University's Software Engineering Institute could be applied as a model for developing competency in managing customer relationships. Today he specializes in best practices for service delivery with a focus on Customer Relationship Management disciplines. His research focuses on best practices and service quality management models in an effort to construct a definitive model for developing organization competency in customer-influencing service quality.

Mr. has 20 years of industry experience. He was a host and program co-chair for the Informatics 2004 conference, and a practitioner speaker on CRM Best Practices at the 2003 McMaster World Congress on e-Business. He serves on the board of directors of the Business Information Technology Network, and is past president of the Canadian Information Processing Society, Golden Horseshoe. He will be hosting a CRM workshop at the AMCIS conference in 2008.

Experience

Contact