About Jim Barnes (Canada)

Jim es un reconocido consultor y conferencista internacional en estrategia, indicadores para las relaciones y la experiencia del cliente y en la creación de valor para el cliente. Jim ofrece a sus clientes un enfoque único desde la perspectiva de los clientes hacia la empresa. Autor de 8 libros entre los cuales su última publicación “Build Your Customer Strategy” se ha convertido en la biblia para el diseño de Experiencias del Cliente y es lectura obligada y guía para miles de líderes en la implementación de programas CEM. Su libro “Fundamentos de Mercadeo”, en su décima edición, ha sido un best seller en Canadá y ha sido traducido a varios idiomas. Otros de sus títuos de gran prestigio incluyen: “Understanding Services Management”, “Research for Marketing Decision Making”, y “Consumer Behaviour and Financial Needs”.

Su experiencia se deriva de más de 30 años de investigaciones sobre las conductas que resultan en la lealtad de clientes en Norte América y Europa. Su empresa de consultoría, Barnes Marketing Associates, Inc (www.bmail-strategy.com), tiene su base de operaciones en Canadá.

Jim se graduó en Comercio y Economía, posee un MBA de la Escuela de Negocios de Harvard y obtuvo su Ph.D en Mercadeo en la Universidad de Toronto. E sprofesor visitante de varias universidades en Canadá, Inglatrerra, Irlanda, Francia y Australia. Es panelista internacional y miembro activo de CRNGuru hoy Customerthink, la asociación más grande de CRM y CEM en el mundo.

Jim Barnes is an internationally recognized consultant, speaker and author on customer relationship strategy and metrics, and on the creation of value for the customer. He offers a unique perspective on CRM, approaching the creation of customer relationships from the customer’s viewpoint. His expertise comes from more than 30 years of experience in researching customer relationships and loyalty on behalf of clients in North America and Europe. Barnes operates his consulting practice, Barnes Marketing Associates, Inc. (www.bmai-strategy.com), from his base in Canada. He regularly delivers keynotes and workshops on customer strategy and the building of profitable customer relationships. He is a widely published author, with eight books to his credit. His latest book is Build Your Customer Strategy: A Guide To Creating Profitable Customer Relationships (John Wiley & Sons). Jim 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.

Dr. Barnes is also a widely-published author, having published eight books, including Fundamentals of Marketing, the best-selling marketing textbook in Canada, now in its 10th edition. His latest book is “Build Your Customer Strategy” (John Wiley & Sons) has become the bible in the design of Customer Experiences. 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.

Dr. Barnes has been visitor professor at several universities in Canada, England, Ireland, France and Australia.