Jim Barnes Bristol Group Inc.

Jim Barnes is an educator, author, consultant and speaker with more than 30 years experience 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. Jim 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.

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
• 75% 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

Recent Engagements

Customer Contact Strategy Forum, Atlanta
All I Want Is a Meaningful Relationship [Keynote and workshop]

Financial Women International, Honolulu
Secrets of Customer Relationship Management [Keynote and workshop]

AstraZeneca Canada, Muskoka
More Than a Customer... More Than a Sales Rep... [Half-day workshop]

Incremental Systems/Royal Bank of Scotland, Amsterdam, Milan, Rome
Customer Relationships Are Your Business [Keynote and workshops]

Incremental Systems/Royal Bank of Canada, Scottsdale
Customer Relationship Management in Your Business [Keynote and workshops]

CGI Information Systems, Ottawa
Creating CRM Awareness and Velocity in Government [Executive seminar]

Investment Funds Institute of Canada, Toronto
Secrets of Genuine Customer Relationships: how do you make them feel? [Keynote]

Contact Info

For information about availability and booking, Dr. Barnes may be contacted at jbarnes@bristolgroup.ca, or by phone at +1 709 685 4098.

More information is also available at the Bristol Group web site.

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