Telecommunications Publications

  • Delighting Customers Online

    June 19, 2000 | Telecommunications | eStrategy Brief

    The novelty of online shopping is wearing off, and customers are impatient with out-of-stock products, poor product information, and technical glitches. Will online retailers who really understand customers please step forward? If you don't claim your customers, others will.

  • Emerging Models in B2B Commerce

    May 31, 2000 | Telecommunications | E-Business Summit Conclusion Paper

    The great efficiencies created by B2B exchanges have resulted in a spectacular increase in the number of such businesses. What characteristics will separate the winners from the losers?

  • Panning for Gold: The Power of Customer Segmentation in Online Retailing

    May 30, 2000 | Telecommunications | eStrategy Brief

    All customers are not created equal. The companies that excel, both in the short and long term, are those that are not only thoughtful about where they acquire customers, but also learn to quickly segment the profitable, loyal ones from the fool's gold of bargain hunters.

  • Assuring the Price is Right Online

    April 14, 2000 | Telecommunications | eStrategy Brief

    In a world where competitors are pricing below cost, should a traditional company match prices online or build a sustainable business model and wait out its competitors? The Internet is a new channel, not a whole new ballgame.

  • A Wake-Up Call for Asian Telcos

    March 15, 2000 | Bain Sustained Cost Transformation | The Wall Street Journal Asia

    Recently, in the space of three weeks time, a 10-month-old Internet start-up raised more than $10 billion in debt and acquired a 129-year-old telecoms company valued at almost $40 billion.

  • Broadband Wireless - The Next Telecoms Gold Rush

    August 31, 1999 | Strategy | Global Telecoms Business

    Now that AT&T and Microsoft have staked their claims to CATV networks in the United States and portions of Europe and many telcos are gearing up for DSL deployment, a big question is: what major networks will be built and subsequently acquired?

  • The Future of Customer Service

    May 27, 1999 | Customer Strategy & Marketing | Bain Brief

    What can it mean when a five-star hotel chain authorises its staff to spend up to 1,250 pounds each to tackle problems affecting customer service? Or that a prominent retailer guarantees shoppers they will never again have to queue at the checkout counter?

  • Broadband Services - Success Second Time Around

    March 31, 1999 | Strategic Due Diligence | Global Telecoms Business

    Broadband services are back at the financing trough -this time with their hunger for growth financing backed by adequate consumer and small business demand. Global capital markets will be asked for more than $100 billion of broadband network construction funding over the next three to five years.

  • What's Today's Special at the Consultant's Cafe?

    September 06, 1998 | Telecommunications | Fortune

    Shoppers can check Consumer Reports before spending $3 on a box of Wheaties, but how do executives decide whether to spend $30 million on reengineering, knowledge management, mission statements, core competencies, or some other management tool or technique?

  • The User's Guide to Reengineering

    August 31, 1993 | Telecommunications | World Link

    Seventy per cent of all reengineering efforts fail, according to the concept's own inventor Michael Hammer. So why should CEOS adopt a concept with only a 30% chance of success? If they do, how can it be made more beneficial?