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Creating Customer-Oriented Companies

If you had invested in an index mutual fund pegged to the Standard & Poors 500 at the beginning of 1990, you'd have done very well. But if you had invested in a fund consisting of companies that excel at customer management, your investment would have outperformed the Standard & Poors 500...
Consumer goods & retail, Strategy

How Product Companies Are Competing Through Services

Pick a few leading industrial companies. Now close your eyes and try to visualize their operations. What images come to mind? Very likely you envisioned gleaming R&D laboratories and bustling factories fed by smoothly running supply chains – in short, well–oiled industrial machines geared to...
Strategy, Operations management

Technology's Proliferating Role in Creating Customer Loyalty

One of the toughest challenges companies face is identifying and successfully commercialising valuable new products and services for existing and target customers. Many leading companies are addressing this challenge by deploying technologies across – and beyond – their organisations that allow...
Consumer goods & retail, Strategy, Information management

Sustainable Development: A Path for Getting Closer to Customers

Long–term, profitable growth is becoming increasingly difficult to create. Products that once occupied secure niches are becoming commoditized. Brands in areas as disparate as automobiles and electronics are losing their power to retain customers. Manufacturers are losing control over suppliers and...
Strategy, Sustainability

The Art of Conversation: Dialogue Marketing and the Business-to-Business...

Think of the last time you needed to buy a new car or an expensive major appliance. If you relied on previous experience or suggestions from others, your task was easy. But if you weren't planning the purchase and needed a little convincing, or if you had no idea what you wanted to buy or from whom...
Consumer goods & retail, Strategy

Viewpoint On Transformation

On June 30 of this year, Arthur D. Little was honored to welcome Mobil Corporation Chairman and Chief Executive Officer Lou Noto to address some 300 senior members of the Arthur D. Little staff at our corporate leadership conference in Charleston, South Carolina. The theme of the meeting was ^...
Strategy

A Conversation Achieving Concerted Action: The Proposed BT-MCI Merger

If approved, the proposed merger between British Telecommunications plc (BT) of the United Kingdom and MCI of the United States (which is awaiting approval by U.S. and European regulators) will create a $42 billion company, the world's fourth–largest telco (after NTT of Japan, AT&T, and...

Applying Learning Organisation Concepts to Public Institutions: The Mexico City...

In an era of sweeping political and economic change, public institutions all over the world are feeling pressured to make their societies more open and competitive and, thus, to make themselves more responsive and efficient. In the United States, a Democratic president has proclaimed that "the era...
Strategy

A Conversation Change and Learning at El Tiempo

Casa Editorial El Tiempo (CEET) is the largest publishing house in Colombia, with 1995 sales of $175 million and net profit the same year of 20 percent. The company currently owns the country's largest daily newspaper, El Tiempo, which has an average circulation of 254,000, as well as Portfolio, a...
Strategy

Improving R&D Performance through Networking - Lessons from Canon and Sony

The cost and complexity of R&D efforts today, coupled with accelerating technological change and shrinking product lives, create an urgent need to improve R&D performance. Canon and Sony do this by focusing their internal R&D efforts on the commercialisation of technology, while going...
Technology & innovation management