Bob Angel, President
The Gilford Group Limited

Bob has built a reputation as a consultant and pioneer in customer strategies, performance management and risk management since founding The Gilford Group Limited in Toronto in 1985. He helps major organizations put innovative strategies into practice, defining and implementing business requirements to understand customers as individuals. He specializes in service delivery strategies, performance measures, scorecards, culture change management, process improvement, risk assessment, and business cases.

In the 1990's, Bob collaborated with early customer strategy adopters. At Digital Equipment Corporation he was Marketing Manager, then leader of the Americas Financial Services consulting practice, helping to create rapid sales support and dashboard application development. He worked as a subject matter expert with NCR on call centers, and in its Teradata Division as a thought-leader in analytical CRM, optimized communication, and customer profitability measurement. Previously, he was Chief Financial Officer of three international distribution and consumer services organizations.

Early in his career, he started one of the first Treasury Management consulting practices in Canada for a leading consulting firm, and was with a multinational packaged goods company in Montreal and Boston. He was also CFO of three international companies.

Bob believes strongly that customer strategies are all about the customer and not the organization. He believes in planning relationship enhancements in small steps, through customer dialog based on progressively understanding individual interactions in the context of extraneous events. A cornerstone of his approach to customer strategies is to construct investment in improving client relationships so as to be self-funding.

Bob is a speaker and writer on these topics. Recent publications include Ivey Business Journal, Canadian Banker, CA Magazine, Canadian Marketing, Canadian Underwriter, The Banker (UK), and Corporate Executive Board Council on Financial Competition.

He teaches Strategic Market Planning in the Schulich School of Business' MBA program. He is a member of the Canadian Association of Management Consultants and the Financial Executives Institute. He is a past Board member of the Strategic Leadership Forum (The Toronto Society for Strategic Planning). Bob is also CEO of Total Performance Scorecard Canada Ltd.

Bob holds an MBA degree from Suffolk University in Boston, Mass. and CA designations in both Canada (CA) and England (FCA).