Effective and efficient customer service has a critical impact on customer acquisition, customer retention and cost management. Service operations that are tailored to the needs of key customer segments - while balancing quality and cost objectives - play an integral role in any company's success.

Bain has done more than 1,000 projects involving branch and service-center networks, field service operations, and call centers or self-service. Integrating our work here with proprietary research on customer loyalty, we offer an analytical approach to understanding customer interactions and needs - the customer corridor approach - proven with best-in-class companies. Our work helps companies boost revenues 10 to 30 percent and cut costs 10 to 30 percent while improving service levels.

Bain begins by deepening a company's understanding of which customers are most profitable and what their needs are. We examine methods of differentiating service and evaluate how effective current systems are at meeting customer needs and profit objectives. We design pragmatic ways to make service more effective on all levels. Last, we create metrics to track improvements in service.

To find out more about Bain's work in this capability area, please contact the practice.