In an exclusive interview with CanadianSME Small Business Magazine, Hasan Naqvi, President of CM Inc., shares his insights on leading the charge in the ITC services sector for over three decades. With a clear vision for growth, innovation, and customer satisfaction, Hasan has built CM Inc. into a dynamic force in the industry. In this conversation, he discusses the evolution of customer service, the impact of emerging technologies like data integration and AI on SMEs, and how CM Inc. is helping businesses stay competitive in an ever-changing landscape. Join us as Hasan talks about overcoming challenges, staying ahead of trends, and the future of ITC services for small businesses.
As the president of CM Inc., he has over thirty years of experience in the business and Information Technology and Communications (ITC) field. His objective is to continue to build CM Inc. into a leading ITC organization which provides dynamic, state of the art, innovative, socially beneficial, and internationally competitive products and services.
CM Inc. has been providing ITC services for nearly 30 years. How has your approach to customer satisfaction evolved over the decades, and what unique strategies do you employ to stay ahead of industry trends?
At CM Inc., our legacy of over three decades in the ITC services sector is founded on an unwavering commitment to customer satisfaction, prioritizing lasting value over mere financial gains. We’ve earned our reputation as the “Gazelle” of the industry—a term economist David Birch coined to describe fast-growing companies marked by agility and resilience. Like a gazelle navigating a landscape of prowling beasts—be it relentless competitors or shifting market forces—we thrive through independence, elegance, and adaptability, delivering exceptional value to our clients.
Our strategy for outpacing industry trends has evolved through proactive reinvention. Evolving our operations to harness emerging technologies and address changing demands, ensuring we remain ahead of the pack. This agility is underpinned by financial independence: we generate revenue first, then reinvest it strategically. From our self-funded beginnings, we’ve leveraged profits to drive growth and enhance our offerings, staying nimble amidst the challenges that stalk the industry.
We balance short-, mid-, and long-term planning with the flexibility to sidestep obstacles and seize opportunities. Significant investments in our people, cutting-edge technology, and customer service fuel both retention and expansion. Our Strategic Research and Development (SRED) efforts exemplify this approach, producing innovative solutions like our brainchild Funds and Grants software, Funding Plus (www.fundingplus.ca). The gazelle continues to outmaneuver the beasts across the horizon, setting the benchmark for excellence in ITC services.
Your company offers a state-of-the-art Funds and Grants Management application. Can you share a success story of how this solution has transformed operations for one of your clients in the public or private sector?
We believe organizational success hinges on a clear strategy that delivers tangible value to customers and society at large. True success emerges when a solution not only meets a mission but does so seamlessly, with minimal disruption. Our application Funding Plus was designed with this principle in mind, addressing the limitations of generic systems—often little more than CRM tools forced into a role they weren’t built for, like square pegs in round holes. Unlike these, Funding Plus offers a comprehensive, 360-degree approach to Funds and Grants Management.
Through extensive collaboration with a public sector client, we identified the needs. What appeared straightforward on the surface revealed a need for robust, tailored technology. To meet these demands, we developed three specialized engines within Funding Plus: one for generating funding letters, another for rating and qualifying recipients, and a third for compliance oversight.
After months of close engagement with the client, we launched this SaaS solution. The result was transformative. The client, who once relied on hundreds of disjointed spreadsheets—where data consolidation was a nightmare and reporting was manual and limited—now enjoys a streamlined, state-of-the-art system. For this public sector client, Funding Plus has redefined operational excellence.
As a provider of Data Integration, Analytics, and Business Intelligence services, how do you see these technologies shaping the future of small and medium-sized businesses in Canada?
The transformative power of data technologies—spanning Data Integration, Analytics, Business Intelligence, and AI—is deepening its impact on businesses. These tools are driving a surge in automation and digitization, streamlining operations, and boosting efficiency. Recognizing this trend a decade ago, CM Inc. partnered with global leaders in these fields to deliver world-class services tailored to SMEs. Our foresight has paid off—today, we proudly serve nearly all public sector entities in our province and are also exploring other provinces, a testament to the value we provide.
For SMEs, these technologies are foundational to staying competitive. Just as many digital media tools are essential for visibility, Data Integration, Analytics, and Business Intelligence are becoming the bedrock of informed decision-making and operational agility. They enable businesses to harness data—the lifeblood of AI—to uncover insights, optimize processes, and adapt to market shifts. As these tools evolve, they will continue to empower SMEs across Canada.
CM Inc. serves a diverse client base across various industries. What challenges have you faced in adapting your services to meet the specific needs of different sectors, and how have you overcome them?
Serving a diverse client base across multiple industries presents challenges, particularly in understanding unique corporate terminologies and ensuring clear communication. At CM Inc., we address this by understanding clients’ goals, preferences, and pain points. This alignment minimizes misunderstandings and keeps our services tailored to their vision.
To overcome these hurdles, we leverage a workforce with diverse expertise, attuned to both industry-specific nuances and cultures. Our approach includes data-driven insights tailored to each sector, customized marketing messages, and personalized, multilingual customer service. We adopt culturally appropriate communication styles, utilize clients’ preferred media and maintain flexibility across multiple channels. By fostering an adaptable team and planning for constant change, we ensure our services evolve seamlessly to meet the distinct needs of every sector, driving client success.
Looking ahead, what advice would you give to small and medium-sized businesses in Canada leveraging technology and consulting services to enhance their competitiveness and growth in the coming years?
To thrive in the years ahead, small and medium-sized businesses (SMEs) in Canada should adopt a customer-centric strategy that embraces technology and adaptability. My advice is simple; I hope it will have an impact: stay agile, be swift, vigilant, lean and responsive to change. Keep pace with advancements, align your culture with customer needs, and invest strategically in AI-driven tools, and robust security. Foster a positive mindset, tap into fresh perspectives, and prioritize engagement with all stakeholders. Set clear goals, track progress, and build capabilities through training and qualified hires. By focusing on what you can control—SMEs can navigate challenges, seize opportunities, and drive sustainable growth.
