Barnes Marketing Associates

Jim Barnes is the author of the internationally-acclaimed book Secrets of Customer Relationship Management: It's All About How You Make Them Feel. He is a speaker and consultant on the broad subjects of customer relationship building and the creation of customer loyalty. He is considered a specialist on the development of customer relationship strategies and on the measurement of customer relationships.

Dr. Barnes is a recognized authority on customer relationships and how they should be cultivated and supported. His view is focused on the customer's view of the relationship. He makes the important distinction between what he terms genuine customer relationships, and those that are artificially maintained through the use of incentives such as customer clubs and frequency marketing. He has extended the principles of customer relationships into the fertile areas of branding, sponsorships, and partnerships.

Dr. Barnes' understanding of customer relationships and how they can be encouraged and maintained is based on his more than 30 years of experience in researching customer satisfaction and loyalty through thousands of customer interviews in North America and Europe. Through the development of robust relationship measurement methodologies and tools, he has proven the value to many companies of cultivating genuine customer relationships; a value that is demonstrated through the considerable payback that results from genuine relationships. He is one of a select international panel of CRM "gurus" whose opinions and advice on CRM can be accessed through www.crmguru.com

Jim Barnes has been a leading figure in marketing circles in Canada and internationally for more than 30 years. He has been a member of the faculty of Memorial University of Newfoundland since 1968, and served as Dean of the Faculty of Business Administration for ten years. He maintains an active program of leading-edge academic research and regularly published thought-provoking articles in international journals. For his contribution to management education in Canada, in 1997 Dr. Barnes received the national Leaders in Management Education award from The Financial Post. He was elected a Fellow of the Professional Marketing Research Society of Canada in 1999.

Dr. Barnes is an active speaker and presenter at conferences and seminars around the world. He has presented seminars and workshops on customer satisfaction, customer loyalty, customer relationships and branding in Canada, the United States, Brazil, Sweden, Denmark, Holland, China, Ireland, the United Kingdom, Singapore, Hong Kong, and Australia. He has served as a Visiting Professor at Queen's University (Canada), the University of Bath (England), University College Dublin (Ireland), Reims Management School (France) and Macquarie University (Australia).

In addition to his academic career, Jim Barnes has carried on an active consulting practice through the Bristol Group, a Canadian company of which he was a founding partner in 1976. He has played a major role as strategic advisor to many of Bristol's national and international clients, including Aliant Telecommunications (Canada), eircom (Ireland), Kraft Foods Canada, Xerox USA, Tesco (UK), Eli Lilly - Elanco (Canada), IKEA International, SERCA Foodservice, and CCH Canadian.

Dr. Barnes is also a widely-published author, having published seven books, including Fundamentals of Marketing, the best-selling marketing textbook in Canada, now in its 10th edition. His management book, Secrets of Customer Relationship Management: It's All About How You Make them Feel, was published by McGraw-Hill in 2001. It has worldwide distribution and has been translated into four languages. His other books include Understanding Services Management, Research for Marketing Decision Making, and Consumer Behaviour and Financial Needs.

He is widely regarded as a leading authority in customer relationship strategy, marketing strategy, services marketing, and branding. He serves on the Editorial Boards of Managing Service Quality, The International Journal of Customer Relationship Management and The International Journal of Bank Marketing.

Dr. Barnes has expanded his scope of research and expertise to focus on the application of "relationships" thinking to the development of strategy in the areas of branding, sponsorships and partnerships. He approaches the subject from the perspective of the relationship that consumers have with brands and companies. He is able to demonstrate the need to develop programs and approaches to partnering that will reinforce and draw from the equity already residing in brand relationships.

Dr. Barnes holds undergraduate degrees in Commerce and Economics from Memorial University of Newfoundland, an MBA from the Harvard Business School, and a Ph.D. in Marketing from the University of Toronto.

If you would like to book Jim for your conference, seminar or workshop, or if you would like more information, click here to send an e-mail info@bmai-strategy.com.