Publications

  • How to Make Your Drug Launch A Success

    October 23, 2017 | IN VIVO

    The pain is becoming all too common for many pharmaceutical executives. After a decade or more of investment in drug development and clinical trials, a company launches a promising new product only to see sales fall far short of expectations.

  • Running the Business through Your Customer's Eyes

    July 07, 2017 | Bain Brief

    To create a truly excellent customer experience, more companies are turning to new key unit of management: the episode.

  • Can communications services providers earn their customers' love?

    February 16, 2012 | Telecommunications | Forbes.com

    Communications services providers that can get their customers to love them, and become vocal promoters, will outpace their competitors over time.

  • Winning with customer experience

    December 07, 2011 | Customer Strategy & Marketing | Forbes.com

    Building excellent customer experience into a company’s DNA takes a substantial investment in time and money, but the payoff is a customer experience so powerful that it creates advocates who tell your story in the marketplace every day across multiple platforms.