Publications

  • Breakthrough Design for a Better Customer Experience and Better Economics

    June 13, 2018 | Bain Brief

    Great design goes beyond the digital veneer to coordinate the company's employees, partners, physical channels and economic objectives.

  • Experience Is the New Product; Here's How to Manage It

    June 12, 2018 | Bain Brief

    Most companies take an internally oriented approach to organizing around products, processes and functions such as risk management and marketing. But a few pioneering companies have begun to organize around how customers experience their products and services.

  • Firing Up the Customer Experience Factory

    June 11, 2018 | Bain Brief

    How to create experiences that are simple, digital and tuned to what customers value.

  • A Survey of 1,700 Companies Reveals Common B2B Pricing Mistakes

    June 07, 2018 | HBR.org

    Poor pricing practices are insidious—they damage a company’s economics but can go unnoticed for years. Consider the case of a major industrial goods manufacturer that was struggling with low profit margins, relative both to competitors and to its own historical performance.

  • Is Pricing Killing Your Profits?

    June 07, 2018 | Bain Brief

    Poor pricing practices are insidious—they damage a company’s economics but can go unnoticed for years. For example, a major industrial goods manufacturer struggled with low profit margins, relative both to competitors and its own historical performance.

  • How Industrial and Technology Giants Can Set the Service Pace

    June 06, 2018 | Bain Brief

    With new customer expectations and technological possibilities, original equipment manufacturers and others adapt their services and business models.

  • Is That Customer Worth Your Time?

    June 05, 2018 | Bain Brief

    “I would buy more from you if I saw my sales rep more often.” It’s a common lament from buyers in many business-to-business (B2B) markets. And it stems from the fact that many sales representatives are squeezed for time and thus not as available as they once were.

  • Using Timely Data Is Critical for Valid Marketing Tests

    June 05, 2018 | Bain Snap Chart

    Marketing leaders have built a test-for-results culture, using timely insights derived from experimentation to inform their decisions.

  • The Best Marketers Invest to Master Digital Technologies

    June 05, 2018 | Bain Snap Chart

    The rise of so many digital channels and options for consumers heightens the importance of an underappreciated variable: message timing.

  • Are Your Sales Reps Wasting Their Time?

    June 01, 2018 | IndustryWeek

    Failure to understand and guide your people in this role leads to overstretched teams and undermines basic sales principles.