State of Customer Relationship Management: The Canadian Report 2010


Thursday, October 14, 2010
8:00 to 10:00 a.m.

Desautels Faculty of Management
1001 Sherbrooke Street West
6th Floor Lounge
Montreal, Quebec

Registration Details
Contact Linda Foster at (514) 398-4000, ext. 0252 or go to

CRM plays a critical commercialisation role for manufacturers and service firms by defining market needs and opportunities, executing marketing strategies, and providing value-added product and service support.

This unique analysis is intended to help Canadian executives and policy makers enhance their understanding of current market trends, the latest key performance indicators, and best practices in CRM that improve domestic and international competitiveness across industries.

Key findings to be discussed:

  • Leading CRM activities by SME manufacturers that successfully increased exports of recent innovative products
  • CRM investment trends and analysis by industrial sector
  • CRM strategy for the economic recovery
  • CRM skills development focus
  • Best-in-Class CRM practices in terms of key performance measurement, technology and process innovation

Distinguished speakers and discussants:

§    William C. T. Polushin, Founding Director Program for International Competitiveness, McGill University Desautels Faculty of Management

§    Jean-Michel Laurin, Vice President Global Business Policy, Canadian Manufacturers and Exporters

§    Philippe Richer, Deputy Director, Service Industries and Consumer Product Branch, Industry Canada

§    Thomas Bedford, Lead CRM Analyst, Service Industries and Consumer Product Branch, Industry Canada