Telecommunications Publications

  • 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?