CMA Management articles from May 2003

CMA Management archives from May 2003

Back to reality.(Editorial)
May 1, 2003... An important part of customer relationship management is managing customer expectations. This aspect of CRM is probably the most neglected. Part of the problem is consumers themselves -- we all want to believe we can get something for nothing...

Customer experience management (CEM): A Revolutionary Approach to Connecting with your customers.(Book Review)
May 1, 2003... Are you tired of an airline loyalty program that frustrates more than rewards you? How about the e-commerce business that requires four phone calls to cancel an order? Then, there is everyone's all time favourite: dirty restrooms in a fast food...

How to grow when markets don't. (Customer Care).(Book Review)
May 1, 2003... Profits are elusive for most companies these days, as markets get saturated and traditional sources of growth dwindle. In How to Grow When Markets Don't, Mercer consultants Adrian Slywotzky and Richard Wise present a strategy for driving...

Corporate governance planning takes shape. (News and Views).(Grant Thornton survey of independent business)(Brief Article)
May 1, 2003... The scandals that made the headlines in 2002 are affecting executive offices around the world in 2003. More than half of the world's independent business owners expect to be affected by the new rules that are taking shape, and they're already...

Canadian CEOs -- ready, reserved and consistent. (News and Views).(Brief Article)
May 1, 2003... A KPMG study conducted earlier this year by Ipsos-Reid suggests that the majority of Canada's chief executives are confident that their businesses have what it takes to compete globally. But only four in 10 plan to break into new markets this...

High tech. (News and Views).(Brief Article)
May 1, 2003... Adventures in Wi-Fi More good news for the road warrior's that always want to be connected. Toshiba of Canada Information Systems Group (ISG) recently launched "Toshiba Hotspots," a pay-per-use wireless Internet access system that can be...

Rants and raves. (News and Views).(Letter to the Editor)
May 1, 2003... I read with great interest the article by Professor Suzanne Landry, CMA, and Professor Nadi Chlala, CMA, in February 2003 issue of CMA Management (Fine-tuned financials, page 34). The matters discussed therein are practical and day-to-day...

New software. (News and Views).
May 1, 2003... Visit www.managementmag.com for more information on the following software packages: * TIAN's InsightDirect, for corporate performance optimization and compliance * Clarity Systems' Clarity Performance Management Version 4.0, for...

Workplace learning -- beyond the classroom: how a learning environment empowers employees to develop imaginative strategies and innovative practices. (Human Resources).
May 1, 2003... Albert Einstein was once quoted as saying, "The significant problems we have cannot be solved at the same level of thinking with which we created them." Even though he was speaking about the state of the world, his statement is equally...

Are stock options good business options? When considering whether to use them or not, consider all the angles. (Management Trends).
May 1, 2003... Stock options are being picked on as a particularly suspicious instrument on the heels of recent financial turmoil. Critics see stock options as a reason for inflated data and dysfunctional managerial behaviour that's perceived as plaguing the...

Mapping mavens: how private and public companies gain from strategy mapping. (Business Strategies).
May 1, 2003... In the April 2003 issue of Management, we explained the general principles of strategy mapping. This month, we provide examples of organizations that have successfully employed strategy maps. By "successful," we mean a significant performance...

Integrating the internet: use of the World Wide Web is too often taken on in a haphazard manner. With a structured approach, however, companies can boost their productivity and profile. (Special Focus: E-Commerce Integration).
May 1, 2003... The Internet enhances the value proposition companies offer their customers, so companies have to integrate the Internet into pertinent business processes. But how does a company do so effectively? Most companies in the study discussed here,...

Communicator and advertiser web sites: how the right web model can boost a company's annual savings by 20%. (Special Focus: E-Commerce Integration).
May 1, 2003... Communicator and Advertiser (1) Web sites are generally level one sites, one-way communication models that initially cost less than $25,000. Depending on the company's structure, it may decide to promote its expertise, its products or both. A...

The next step: developer and seller sites; how more sophisticated Web site models add value to a company. (Special Focus: E-Commerce Integration).
May 1, 2003... Developer and Seller' models are generally Web sites and related technologies that cost between $25,000 and $100,000 to initiate. Depending on its business model, a company may decide to use Internet technology to exchange information with its...

Rethinking sarbanes-oxley: why the Act doesn't serve the interests of the industry or the markets.
May 1, 2003... The public accounting profession has been severely criticized since the 1970s. This criticism is renewed with each very public failure of a corporation, and each financial loss the public takes. The same question is asked each time: Where were...

From the inside out: how to tell if fraud is happening in your company.(IT: is it Fraud or isn't it?)
May 1, 2003... If your company has more than five employees, chances are you were the victim of internal fraud last year. Bribery, conflict of interest, false statements, embezzlement. How can you tell if you have a fraudster on the inside -- and how can you...

The heat exchange: Jane Peverett, CMA, leads Union Gas through a demanding winter and a changing market. (Profile).(Biography)
May 1, 2003... Canada has just left behind one of the coldest winters in recent memory. It led to fears of brown outs in some communities, and serious questions about energy supply in the nation. Union Gas Limited, an integrated natural gas transportation,...

The Sustainability Advantage: Seven Business Case Benefits of a Triple Bottom Line. (Book Review).(Book Review)
May 1, 2003... Now that the Kyoto Protocol has been signed, strategic managers are faced with tough questions about what sacrifices, what costs, and what payback their companies can expect from it. That's why Bob Willard's book -- The Sustainability...

Cybermetrics in business: methods exist for tracking various Web site statistics, but not all methods are effective. Make sure you get what you're looking for in a Web analytics tool. (Information Technology).
May 1, 2003... The Internet is only a prototype for the future Information Highway: it's constantly evolving and expanding and assuming a central role in society comparable or greater than other mass media. A Web site is an organization's extension into...

More free trade? Canada and the EU say no, but they are looking for a new bilateral trade agreement by December 2003. (Government Issues).
May 1, 2003... For nearly 30 years, Canada and the European Union (EU) have met twice a year to strengthen and stimulate bilateral trade. At the most recent summit, they agreed to develop a new bilateral trade agreement within a year. Instituted in the...

E-governance gains: with the right technology, and proper governance, countries around the world increase the speed of development. (Global View).(Global Governance 2002 conference)
May 1, 2003... There are a great number of issues raised by globalization, and at least as many organizations attempting to tackle them. Some are government-funded initiatives and others are non-profit entities attempting to engage public and private sector...