Publications

  • The journey north

    December 22, 2014 | Business Standard

    Every growing company reaches a critical point in its development when sustaining profitable growth means adding the systems, capabilities and talent that will allow it to achieve scale. The hard part is doing so without losing vital elements of the company's founding culture in the bargain - what

  • You need to find love in B2B markets also

    December 19, 2014 | Livemint.com

    With an economic upturn expected, B2B businesses need to focus on customer loyalty if they want to increase growth in the next few years.

  • No substitute to real-time meaningful feedback

    December 18, 2014 | Livemint.com

    A prompt response to surveys communicates the message that the firm really does care about the customer.

  • To win the talent war, line manager, not HR, is the best weapon

    December 17, 2014 | Livemint.com

    Companies must make employees passionate promoters of their workplace, who will put in the extra effort that creates superior experiences for customers and, in turn, superior financial returns for the firm.

  • Beyond the Pill: How to Improve the Customer Experience in Pharma

    December 17, 2014 | Bain Brief

    How can pharma companies create organizational capabilities that enable them to please customers on a repeatable basis, thus encouraging advocacy and boosting the bottom line at the same time? First you need an effective tracking mechanism for measuring customer experience over time. Second, you

  • Are Speed and Scale Compatible?

    December 15, 2014 | Business Standard

    Fast-growing, developing-market companies benefit from what we call the Founder's Mentality—an essential sense of insurgent mission, an owner's mindset and a passion for the front line and customers. However, as they build the kind of organisation they need to sustain growth, they encounter a

  • The science behind the art of delighting customers

    December 15, 2014 | Livemint.com

    As the Indian economy rebuilds and nudges income levels up, more companies will compete to win over Indian customers. This presents huge opportunities, but also many challenges for companies in what is expected to be a dynamic and competitive market.

  • The Journey North

    December 03, 2014 | Bain Brief

    Young disruptive companies with ambitious founders know how to deliver on the front line. If they want to sustain grown in the long term, they will have to achieve scale without losing their insurgent mindset.

  • It’s time to get the coal sector out of the pits

    October 28, 2014 | Mint

    A wider series of urgent, bold and long-term solutions that include allowing the entry of private entities, including foreign ones, into commercial mining will increase competition and enhance efficiency in the commercial mining sector.

  • Increase focus on household penetration

    September 29, 2014 | Businessworld

    The best way brands can sustainably grow is by increasing the number of buyers through increased household penetration.