Experience

Sectors: Government, Healthcare, Telecom, Professional Services, Manufacturing and Distribution

Awards

Experience

Conferences

Framework

Research

has 20 years of experience in the information technology industry with a consulting focus and a sales and marketing background. In 1994 he co-founded an internet application development company that produced precursors to today's eCRM software. In 2002 he joined the Canadian arm of international accounting firm BDO to develop a CRM consulting and systems integration practice. In that capacity, has worked with many firms to identify competitive factors, translate those into CRM practices, and then systematize those practices with supporting CRM technologies. His leadership led to awards for most strategic CRM implementations. Sectors included government, healthcare, telecommunications, service industry, manufacturing and distribution.

Practitioner Experience (1987-2007, 20 years)

• BDO Dunwoody - CRM Practice Leader
• Developed a new consulting practice providing business analyst and implementation services in CRM to mid-market enterprises
• Developed and maintained the CRM project methodology for the division in an ISO9002-certified environment
• Consulted to various sectors: health care, manufacturing & distribution, government, not-for-profit, communications technology, real estate, airline
• Develop and deliver corporate training
• A.I.M. Group - Principal, Sr. Management Consultant
• Developed a national web-based CRM system for various real estate national offices
• Experience leading a "dot-com" startup, raising venture capital
• ACE Award for communication excellence for online solutions
• Management consulting and market research
• GE Capital Technology Services - Program Manager (Channel manager)
• Supply Chain management
• B2B marketing and business development of $18-27 million in channel distribution, technology and value-added services
• Microsoft - OEM Account Manager (Channel manager)
• Marketing and business development of $1.2 million in software licensing (national)
• Driving acceptance of new industry standards, licensing programs, legal issues (regulatory compliance and copyright)

Selected presentations, reports and research

A. Conferences and Presentations

• Program co-chair, 46th annual INFORMATICS IT Symposium, May 16-18, 2004, Hamilton, ON
• "Getting CRM Back-on-Track". CRM Back-on-Track, with IDC Canada and the CRM Association of Canada , Toronto, ON. February 19, 2003
• "CRM Best Practices". 24th McMaster World Congress , Hamilton, ON. January 15-17, 2003
• "Redefining CRM". BitNet, Burlington, ON. November 12, 2002

B. Unpublished Reports

J. . Building the CRM Foundation: a Process Capability Framework for Customer Relationship Management, Author, March 10, 2007, 99 pages

C. Research  

• Research from 2006-2007 in support of Building the CRM Foundation: a Process Capability Framework for Customer Relationship Management , was supervised by Dr. Oliver Mack at Athabasca University.
• Interviewer, data analysis reviewer and panellist for the BitNet study, State of the ICT sector - Current Staffing Trends (2005), funded by HRSDC.

Contact