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The purpose of this paper is to develop a framework and a reference process for achieving channel alignment in companies that use traditional and electronic marketing channels. Instruments for gathering and structuring of information on channel deployment are proposed and integrated in the process of strategy formulation.

The research grounds on a conceptual model of strategic channel alignment (MSCA) that is a recently proposed modification of the well‐established strategic alignment model (SAM). Framework, instruments, and reference process were developed by drawing on results from literature analysis and experiences gathered in a research and consulting project at a large multinational corporation. The case context is explicated.

The developed management tools were successfully applied in strategic business units of the case company. They were found to be useful for facilitating strategic channel alignment by fostering processes of communication and collaboration between managers across organizational units. The framework helps to implement a common “strategy language” on multi channel management. The instruments support the creation of a shared information base on a company's multi channel strategy and operations.

The paper contributes to research on strategic alignment processes and discusses model‐driven alignment as social process that aims at the construction of a common understanding of multi channel issues. The beneficial role of management tools in such processes is spelled out.

The generic nature of the proposed management tools makes further practical applications possible. Companies that strategically address the alignment of their marketing channels can utilize the methodology and adapt it to their specific needs.

The paper translates a conceptual management model into a practical methodology. Models like the SAM and the MSCA are frequently discussed but research and reports on their practical value has been scarce. This paper contributes to filling this gap and develops tools of practical value in a particular domain of strategic management.

Training clinical child psychologists necessitates explicit attention to the importance of developing cultural competencies for practice in diverse communities. This case study, comprising relevant social history, cultural models of child psychopathology and conceptual analysis of complex systems in bicultural Aotearoa New Zealand, offers salutary lessons for clinical practice internationally. In New Zealand, indigenous perspectives on children's mental health needs are holistic, encouraging trainee practitioners to recognise the systemic influences of extended family, school and community. Accommodating the expectations, values, and hegemony of both Māori and European populations requires service providers to acknowledge a broad interpretation of evidence‐based practice. In terms of true scientific progress, future best practice will require a rapprochement between the traditional knowledge of indigenous cultures and the empirically‐derived insights of psychology as an international discipline. The imperative to share power in decision‐making moves the debate beyond conventional multicultural sensitivities. Moral and political issues are inextricably entwined with clinical and professional activities.

The purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography.

All together, nine databases were searched on the basis of four main descriptors which provided identification of 812 articles. A close review of the abstracts of these articles led to selection of 123 articles which were found relevant. Each of these articles was further reviewed and classified based on the main channel of CRM implementation. The articles were further classified in sub‐categories under each main channel theme.

The selected articles were categorized under four main themes based on the channel – CRM, multichannel CRM, eCRM, mCRM. The articles in the CRM category were mainly focused on the strategic alignment along with research on increasing customer loyalty and use of data mining in CRM. Under the multichannel CRM theme the articles were further classified under eight categories – CRM (articles focusing on overall CRM implementation on multiple channels and related issues), eCRM (articles related to CRM implementation on online channel and its impact in multichannel environment), IT, Marketing, Sales, Service, Strategy, and Mixed (articles addressing two issues simultaneously: Marketing and IT).

The bibliography provides a comprehensive academic literature published between 2006 and 2010 covering all the channels of CRM implementation – traditional, electronic and mobile – along with studies specifically focused on issues dealing with multichannel environment.