Jim Barnes: Customer Strategy

Jim Barnes
Barnes Marketing Associates, Inc.
Customer StrategyJim Barnes is an educator, author, consultant and speaker with more than 30 years of experience in helping clients build solid customer relationships. His most recent book, Secrets of Customer Relationship Management: It's All About How You Make Them Feel, provides a unique view of CRM, approaching the subject from the customer's perspective.

Barnes is a specialist in the development of genuine customer relationships, based on solid strategy and supported by the measurement of relationship quality. He has worked with many corporations, including IKEA, Tesco, AstraZeneca, Royal Bank of Scotland, Siebel, Eli Lilly-Elanco, Xerox, Royal Bank of Canada, Intercontinental Newspapers and CGI.

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.

Summary of Services
International speaker and consultant, Dr. Jim Barnes helps companies become more profitable. How?

By providing customer insight for genuine, more profitable relationships.
By using customer insight to maximize your company's investment in CRM.
By helping your organization better understand how to create genuine value for customers.
By helping you come to occupy a more meaningful place in the lives of your customers.

Speaking Topics
•The pitfalls of being merely customer-focused: why a customer focus is no longer enough and understanding relationships is an imperative
•HDL and LDL: Why customer satisfaction is like cholesterol: how you can tell the good from the bad and avoid being misled by customer satisfaction numbers
•Everything I know about marketing I have learned from customers: extraordinary customer insight to drive your CRM strategy
•Seventy-five percent of what drives customer satisfaction has nothing to do with product or price: exploring the more-important softer side of customer relationships
•All value is not the same: create really valuable value for your customers
•Can your customers really have a meaningful relationship with your company?: what it really means to get close to the customer