Opportunities for Action in Technology and Communications. Creating Value in Mobile Telecom: Beyond ARPU

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Opportunities for Action in Technology and Communications. Creating Value in Mobile Telecom: Beyond ARPU"

Transcription

1 Opportunities for Action in Technology and Communications Creating Value in Mobile Telecom: Beyond ARPU

2 Creating Value in Mobile Telecom: Beyond ARPU After investing huge sums of money in recent years to build market share among wireless customers, mobile telecom operators are now shifting gears. As the market begins to mature, many operators are scrambling to find ways to increase average revenue per user (ARPU) and to reduce customer churn. Unfortunately, some of the efforts that companies are making to generate new revenue contribute little or nothing to value creation. ARPU, by definition, is based on top-line revenue. As such, it does not reflect what it costs to acquire and support a customer. And high customer churn, while potentially expensive, is not always bad. In fact, some mobile customers, given their specific usage patterns, will cost far more to maintain than they would cost to lose. To develop winning and sustainable customer strategies, mobile telecom executives need to develop a clearer picture of the core economics of their business and what it takes to create value. In an environment where increasing revenue is only part of what investors want, executives must figure out which customers can deliver the most profit and which ones are too expensive to serve. Indeed, the ability to know who the best customers are and how to maximize their value will be a critical differentiator between the leading mobile players and their competitors. After the Land Grab During the land-grab phase, mobile operators in many countries spent dearly to acquire and retain

3 new customers, hoping that the revenues these new subscribers generated would eventually make up for their costs. Yet by emphasizing market share (and, in some markets, by promoting service plans with free minutes), many operators have created a time bomb. They have burdened themselves with too many customers who consume a disproportionate share of the total resources. The fact is that a mobile network has limited capacity, and it is one of an operator s biggest costs. What s more, it is an asset that, because of accounting conventions, is difficult to understand. Unlike fixed-line bandwidth, which has been expanding exponentially in recent years and has become increasingly inexpensive, today s mobile network capacity is still constrained by the available spectrum. Unless an operator adds capacity, the mobile network can accommodate only a certain amount of call traffic at any given time. In densely populated areas, the cost of expanding the network can be exorbitant: doubling peak capacity can mean doubling the capital expenditure and hence the operating expenses. As networks become data-enabled, the issues will become more complex. With voice and data services sharing the same capacity, operators will need to decide which calls and services get priority. In the context of network scarcity, the relative value of different types of customers takes on a new light. Customers who make significant demands on network resources at peak times (and require higher incremental investment) can be less desirable than those who make few. Indeed, a customer who makes many peak-time calls and has a monthly bill of $75 may actually be less profitable to an operator than a customer who spends far less but uses the network only occasionally during peak periods. (See Exhibit 1.) According to our research, customers who make few demands on the network (Segment A in the exhibit)

4 effectively generate almost $12 per minute of peaktime usage, compared with less than $2 per minute for those who make many demands (Segment B). This reality has tremendous implications for mobile operators. Capitalizing on High-Value Customers Rather than continuing to treat all users alike or segmenting users on the basis of crude demographics, operators have to develop more sophisticated ways to improve profitability and future value. To meet this challenge, executives will need to understand the complex relationships between capital costs, sales costs, revenues, and operating expenses. Exhibit 1. Heavy Peak-Time Users Are Less Profitable Minutes of peaktime usage Segment B Segment C Segment A Average monthly bill (U.S.$) SOURCE: BCG analysis.

5 The travel industry, of course, has become quite skillful at making the most of its limited resources. Airlines, for example, charge higher fares for improved levels of service to take advantage of price elasticity and to leverage capacity. Moreover, most airlines extend special privileges to their most valuable customers. Such strategies have typically allowed them to boost revenues by 3 to 4 percent an amount that flows directly to the bottom line. Mobile operators have an opportunity to do likewise. Although the upside could be significant for big players, it could amount to hundreds of millions of dollars of additional profit per year realizing the potential will be tricky. Unlike air travelers, who reserve flights in advance, mobile customers initiate their calls on impulse and expect service to be available on the spot. Capacity deployment, therefore, is more difficult to adjust, and pricing must play an even greater role. Mobile operators will have to develop the capability to analyze the value of their customers and manage the yield of their assets more aggressively. To understand how their overall resources are being used, both in general terms and on a customer-specific basis, they should focus on the following: Analyzing network usage. One of the first things operators need to do is record and analyze network usage patterns by time of day and by customer. Even companies that collect this information already do very little to mine it. By studying the data, operators can form a good picture of how different types of customers contribute to economic value. Segmenting customers by contribution. Once operators have an overview, they can start to segment customers by the contributions they make. That means

6 looking at how much revenue net of allocated cost each customer is producing. This segmentation can help operators create powerful customer-acquisition and retention strategies. Their findings will show that some customers are worth pursuing and investing in to retain; others are not. Instead of continuing to acquire low-value customers at high cost, operators can focus on selectively managing their current customers for the best financial yield. Setting limits on service. Rather than developing service plans to appeal to every type of user, operators must limit the offerings for current and prospective customers who are not and may never be profitable. This will entail leaving low-value customers to competitors that either don t understand their cost structures or can provide service at a lower cost. Developing New Mobile Offerings Such an analysis will push mobile operators to reevaluate how they configure and price their service offerings to optimize network usage and improve retention of valuable customers. In formulating products and new classes of service, they will need to become more alert to their actual costs. In particular, we see opportunities for operators to innovate and differentiate their offerings on the basis of several important variables. (See Exhibit 2.) These include connection speeds service lag times the level of network access they provide during busy times roaming privileges

7 Indeed, we expect that some players will succeed at migrating existing customers to new services. They will begin to charge first class customers premiums for service enhancements such as priority access during peak-use periods, increased bandwidth allocations, better voice quality, and upgraded customer service. The introduction of faster, packetized 3G networks will open up more possibilities for customer and product segmentation than operators currently have. However, the most aggressive players won t wait they are beginning to gain experience now. * * * The rush to sign up mobile customers for the sake of additional market share has largely come and gone in the more advanced markets. Developing value-based Exhibit 2. New Levers for Mobile Operators Lever Potential action Adaptable capacity Pricing Service quality Transfer capability Access priority SOURCE: BCG analysis. Use mobile stations to handle extreme traffic loads (for example, at ski resorts or special events) Adjust prices according to network load (by time of day or call origination point) or level of customer support provided Downgrade the quality of service in case of network overload (resulting in lower voice quality or slower data delivery) Create roaming agreements with other operators and enforce call hand-overs between adjacent cells Manage access priority during periods of overload (deactivating selected services for some customer segments as needed)

8 strategies to move beyond ARPU will require mobile operators to swim against the industry tide. Rather than measuring their success in terms of numbers of customers or total revenues, mobile telecom executives will need to define it by how well they can identify and serve the customers who can generate the highest value. In the next era of mobile communications, this new capability will be an essential source of competitive advantage. Olivier Tardy Anders Fahlander Olivier Tardy is a senior vice president in the Paris office of The Boston Consulting Group and head of the firm s European Technology and Communications practice. Anders Fahlander is a vice president in BCG s San Francisco office. You may contact the authors by at: The Boston Consulting Group, Inc All rights reserved.

9 Amsterdam Athens Atlanta Auckland Bangkok Barcelona Berlin Boston Brussels Budapest Buenos Aires Chicago Cologne Copenhagen Dallas Düsseldorf Frankfurt Hamburg Helsinki Hong Kong Istanbul Jakarta Kuala Lumpur Lisbon London Los Angeles Madrid Melbourne Mexico City Milan Monterrey Moscow Mumbai Munich New Delhi New York Oslo Paris San Francisco São Paulo Seoul Shanghai Singapore Stockholm Stuttgart Sydney Tokyo Toronto Vienna Warsaw Washington Zürich BCG 2/02

Opportunities for Action in Financial Services. Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects

Opportunities for Action in Financial Services. Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Opportunities for Action in Financial Services Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Sales Force Effectiveness: Moving Up the Middle and Managing New Prospects Good

More information

Opportunities for Action in Consumer Markets. To Spend or Not to Spend: A New Approach to Advertising and Promotions

Opportunities for Action in Consumer Markets. To Spend or Not to Spend: A New Approach to Advertising and Promotions Opportunities for Action in Consumer Markets To Spend or Not to Spend: A New Approach to Advertising and Promotions To Spend or Not to Spend: A New Approach to Advertising and Promotions Trying to outshout

More information

Opportunities for Action in Consumer Markets. Paying for Performance: An Overlooked Opportunity

Opportunities for Action in Consumer Markets. Paying for Performance: An Overlooked Opportunity Opportunities for Action in Consumer Markets Paying for Performance: An Overlooked Opportunity Paying for Performance: An Overlooked Opportunity Every time a sales representative considers which customers

More information

Opportunities for Action in the Automotive Industry. How Electronics Will Revolutionize Innovation in Autos

Opportunities for Action in the Automotive Industry. How Electronics Will Revolutionize Innovation in Autos Opportunities for Action in the Automotive Industry How Electronics Will Revolutionize Innovation in Autos How Electronics Will Revolutionize Innovation in Autos The Age of Electronics has hit the auto

More information

Opportunities for Action in Industrial Goods. The Price Is Right: Optimizing Industrial Companies Pricing of Services

Opportunities for Action in Industrial Goods. The Price Is Right: Optimizing Industrial Companies Pricing of Services Opportunities for Action in Industrial Goods The Price Is Right: Optimizing Industrial Companies Pricing of Services The Price Is Right: Optimizing Industrial Companies Pricing of Services Industrial companies

More information

Opportunities for Action in Financial Services. Growing Profits Under Pressure: Integrating Corporate and Investment Banking

Opportunities for Action in Financial Services. Growing Profits Under Pressure: Integrating Corporate and Investment Banking Opportunities for Action in Financial Services Growing Profits Under Pressure: Integrating Corporate and Investment Banking Growing Profits Under Pressure: Integrating Corporate and Investment Banking

More information

Opportunities for Action in Financial Services. Untapped Riches: The Myths and Realities of Wealth Management

Opportunities for Action in Financial Services. Untapped Riches: The Myths and Realities of Wealth Management wealth management FS 09/01 9/13/01 1:41 PM Page 1 Opportunities for Action in Financial Services Untapped Riches: The Myths and Realities of Wealth Management Untapped Riches: The Myths and Realities of

More information

Opportunities for Action. Achieving Success in Business Process Outsourcing and Offshoring

Opportunities for Action. Achieving Success in Business Process Outsourcing and Offshoring Opportunities for Action Achieving Success in Business Process Outsourcing and Offshoring Achieving Success in Business Process Outsourcing and Offshoring The list of companies that have launched efforts

More information

Opportunities for Action in Operations. Production Excellence: Unleashing the Power of the Shop Floor

Opportunities for Action in Operations. Production Excellence: Unleashing the Power of the Shop Floor Opportunities for Action in Operations Production Excellence: Unleashing the Power of the Shop Floor Production Excellence: Unleashing the Power of the Shop Floor Many companies today have lost sight of

More information

Opportunities for Action in Health Care. Unleashing Managerial Advantage In Pharma R&D

Opportunities for Action in Health Care. Unleashing Managerial Advantage In Pharma R&D Opportunities for Action in Health Care Unleashing Managerial Advantage In Pharma R&D Unleashing Managerial Advantage In Pharma R&D Over the past 15 years, R&D productivity has fallen and the number of

More information

Opportunities for Action in Consumer Markets. The Antidote to Mismanaged CRM Initiatives

Opportunities for Action in Consumer Markets. The Antidote to Mismanaged CRM Initiatives Opportunities for Action in Consumer Markets The Antidote to Mismanaged CRM Initiatives The Antidote to Mismanaged CRM Initiatives Most companies don t know who their best customers are. They enjoy the

More information

Opportunities for Action in Financial Services. Hidden Treasure: Finding the Keys to Profitability in Wealth Management

Opportunities for Action in Financial Services. Hidden Treasure: Finding the Keys to Profitability in Wealth Management Opportunities for Action in Financial Services Hidden Treasure: Finding the Keys to Profitability in Wealth Management Hidden Treasure: Finding the Keys to Profitability in Wealth Management Wealth managers

More information

Perspectives. Taking Deflation Seriously

Perspectives. Taking Deflation Seriously Perspectives Taking Deflation Seriously Taking Deflation Seriously Two years after the biggest downturn in world stock markets since World War II, business executives need to take seriously the prospect

More information

Opportunities for Action in Industrial Goods. Winning by Understanding the Full Customer Experience

Opportunities for Action in Industrial Goods. Winning by Understanding the Full Customer Experience Opportunities for Action in Industrial Goods Winning by Understanding the Full Customer Experience Winning by Understanding the Full Customer Experience The old adage What gets measured gets done is fine

More information

Opportunities for Action in Consumer Markets. Consumer Services: The Master Brands of the Twenty-First Century

Opportunities for Action in Consumer Markets. Consumer Services: The Master Brands of the Twenty-First Century Opportunities for Action in Consumer Markets Consumer Services: The Master Brands of the Twenty-First Century Consumer Services: The Master Brands of the Twenty-First Century For many years, consumer service

More information

Opportunities for Action in Technology and Communications. Achieving a Competitive Edge in Mobile Telecom: Managing Work Forces to Advantage

Opportunities for Action in Technology and Communications. Achieving a Competitive Edge in Mobile Telecom: Managing Work Forces to Advantage Opportunities for Action in Technology and Communications Achieving a Competitive Edge in Mobile Telecom: Managing Work Forces to Advantage Achieving a Competitive Edge in Mobile Telecom: Managing Work

More information

Customer Relationship. Opportunities for Action in the Pulp and Paper Industry. Management in the Paper Industry

Customer Relationship. Opportunities for Action in the Pulp and Paper Industry. Management in the Paper Industry Customer Relationship 2/9/04 1:42 PM Page 1 Opportunities for Action in the Pulp and Paper Industry Customer Relationship Management in the Paper Industry Customer Relationship Management in the Paper

More information

Opportunities for Action in Operations. Working Capital Productivity: The Overlooked Measure of Business Performance Improvement

Opportunities for Action in Operations. Working Capital Productivity: The Overlooked Measure of Business Performance Improvement Opportunities for Action in Operations Working Capital Productivity: The Overlooked Measure of Business Performance Improvement Working Capital Productivity: The Overlooked Measure of Business Performance

More information

Opportunities for Action in Industrial Goods. Asset Productivity: A Potent Lever for Competitive Advantage

Opportunities for Action in Industrial Goods. Asset Productivity: A Potent Lever for Competitive Advantage Opportunities for Action in Industrial Goods Asset Productivity: A Potent Lever for Competitive Advantage Asset Productivity: A Potent Lever for Competitive Advantage With economic growth stubbornly elusive,

More information

Perspectives. Assuming Leadership: The First 100 Days

Perspectives. Assuming Leadership: The First 100 Days Perspectives Assuming Leadership: The First 100 Days Assuming Leadership: The First 100 Days During his first 100 days in office, President Franklin D. Roosevelt sent 15 messages to Congress, guided 15

More information

Opportunities for Action in Financial Services. Transforming Retail Banking Processes

Opportunities for Action in Financial Services. Transforming Retail Banking Processes Opportunities for Action in Financial Services Transforming Retail Banking Processes Transforming Retail Banking Processes The retail banking environment is undergoing major change. Retail banking customers

More information

is no To fill the critical gap between strategy and execution plan and performance you must have the right people in the right jobs

is no To fill the critical gap between strategy and execution plan and performance you must have the right people in the right jobs Winning is no accident Proven assessments of performance and potential to improve organizational leadership at every level To fill the critical gap between strategy and execution plan and performance you

More information

Opportunities for Action. Shared Services in Operations and IT: Additional Complexity or Real Synergies?

Opportunities for Action. Shared Services in Operations and IT: Additional Complexity or Real Synergies? Opportunities for Action Shared Services in Operations and IT: Additional Complexity or Real Synergies? Shared Services in Operations and IT: Additional Complexity or Real Synergies? In recent years, many

More information

Opportunities for Action in Consumer Markets. Competitive Advantage from Mobile Applications

Opportunities for Action in Consumer Markets. Competitive Advantage from Mobile Applications Opportunities for Action in Consumer Markets Competitive Advantage from Mobile Applications Competitive Advantage from Mobile Applications The mobile commerce revolution, heralded periodically since the

More information

Digital Infrastructure and Economic Development. An Impact Assessment of Facebook s Data Center in Northern Sweden executive summary

Digital Infrastructure and Economic Development. An Impact Assessment of Facebook s Data Center in Northern Sweden executive summary Digital Infrastructure and Economic Development An Impact Assessment of Facebook s Data Center in Northern Sweden executive summary The Boston Consulting Group (BCG) is a global management consulting firm

More information

Opportunities for Action in Consumer Markets. Fast Is Good, but Smart Is Better

Opportunities for Action in Consumer Markets. Fast Is Good, but Smart Is Better Opportunities for Action in Consumer Markets Fast Is Good, but Smart Is Better Fast Is Good, but Smart Is Better Last spring, the first dot-com failures were reported, and most of them were of so-called

More information

10Steps to Optimize Retail Operations. A guide to enable, deliver and drive store value

10Steps to Optimize Retail Operations. A guide to enable, deliver and drive store value 10Steps to Optimize Retail Operations A guide to enable, deliver and drive store value Achieving Excellence in Retail Operations (AERO TM ) Enable store value Use customer and market insights to set strategic

More information

Opportunities for Action in Financial Services. Winning with Wireless: A Challenge for Auto Insurers

Opportunities for Action in Financial Services. Winning with Wireless: A Challenge for Auto Insurers Opportunities for Action in Financial Services Winning with Wireless: A Challenge for Auto Insurers Winning with Wireless: A Challenge for Auto Insurers Telematics, the wireless technology that delivers

More information

at the pace of business Leadership development In-house programs available! The Leadership Express Series Ottawa, ON

at the pace of business Leadership development In-house programs available! The Leadership Express Series Ottawa, ON Africa Cape Town Johannesburg Pretoria Asia Bangkok Beijing Ho Chi Minh City Hong Kong Jakarta Kuala Lumpur Mumbai New Delhi Seoul Shanghai Shenzhen Singapore Tokyo Europe Amsterdam Athens Barcelona Berlin

More information

of business Leadership development at the pace The Leadership Express Series Calgary, AB

of business Leadership development at the pace The Leadership Express Series Calgary, AB at the pace Leadership development of business The Leadership Express Series Calgary, AB Join other successful and like-minded leaders committed to becoming their absolute best. Learn powerful ways to

More information

Opportunities for Action in Financial Services. The Next Wave: Wireless Financial Services

Opportunities for Action in Financial Services. The Next Wave: Wireless Financial Services Opportunities for Action in Financial Services The Next Wave: Wireless Financial Services The Next Wave: Wireless Financial Services Wireless financial services, an important part of m- commerce, can offer

More information

Opportunities for Action in Financial Services. Making the Most of Mortgage Markets

Opportunities for Action in Financial Services. Making the Most of Mortgage Markets Mortgage Apr 03 4/23/03 8:44 AM Page 1 Opportunities for Action in Financial Services Making the Most of Mortgage Markets Making the Most of Mortgage Markets In much of the industrialized world, mortgage

More information

Opportunities for Action in Financial Services. The Three Golden Rules of Cross-Selling

Opportunities for Action in Financial Services. The Three Golden Rules of Cross-Selling Opportunities for Action in Financial Services The Three Golden Rules of Cross-Selling The Three Golden Rules of Cross-Selling Most banks and insurance companies recognize the value to be captured from

More information

Freight Forwarders: Thinking Outside the Box

Freight Forwarders: Thinking Outside the Box Freight Forwarders: Thinking Outside the Box Given its size, profitability, and expected growth rates, freight forwarding is among the most attractive segments in the North American transportation services

More information

Indian E-Retail Congress 2013

Indian E-Retail Congress 2013 The Retail Track The Omni Channel Retail Supply Chain Indian E-Retail Congress 2013 Subhendu Roy Principal Consumer Industries and Retail Practice 15 February, 2013 Disclaimer This document is exclusively

More information

seeing the whole picture HAY GROUP JOB EVALUATION MANAGER

seeing the whole picture HAY GROUP JOB EVALUATION MANAGER seeing the whole picture SM HAY GROUP JOB EVALUATION MANAGER for organizations of any size, job evaluation can be a complex task. hay group job evaluation manager sm (jem) builds hay group s class-leading

More information

Opportunities for Action in Financial Services. Banking s Changing Dynamics

Opportunities for Action in Financial Services. Banking s Changing Dynamics Opportunities for Action in Financial Services Banking s Changing Dynamics Banking s Changing Dynamics The banking industry, like many others, is changing fundamentally. Interest rates in some regions

More information

Opportunities for Action in Industrial Goods. Synchronize Your Demand Chain

Opportunities for Action in Industrial Goods. Synchronize Your Demand Chain Opportunities for Action in Industrial Goods Synchronize Your Demand Chain Synchronize Your Demand Chain The implications of inaccurate demand forecasts are well known. Forecast too low, and you miss out

More information

Opportunities for Action in Financial Services. The Business-to-Business Race Is On

Opportunities for Action in Financial Services. The Business-to-Business Race Is On Opportunities for Action in Financial Services The Business-to-Business Race Is On The Business-to-Business Race Is On Financial institutions have the chance to play leading and profitable roles in shaping

More information

DHL Global Energy Conference 2015 Outsourcing logistics Enhancing innovation or increasing risk?

DHL Global Energy Conference 2015 Outsourcing logistics Enhancing innovation or increasing risk? DHL Global Energy Conference 2015 Outsourcing logistics Enhancing innovation or increasing risk? Introduction to panel discussion Houston, October 13 th What has happened since the last DHL conference?

More information

Opportunities for Action in Information Technology. IT Outsourcing Rediscovered: Getting Your Share This Time Around

Opportunities for Action in Information Technology. IT Outsourcing Rediscovered: Getting Your Share This Time Around Opportunities for Action in Information Technology IT Outsourcing Rediscovered: Getting Your Share This Time Around IT Outsourcing Rediscovered: Getting Your Share This Time Around Is your IT-outsourcing

More information

France A.T. Kearney Foreign Direct Investment Confidence Index (FDICI)

France A.T. Kearney Foreign Direct Investment Confidence Index (FDICI) France 20 A.T. Kearney Foreign Direct Investment Confidence Index (FDICI) 20 A.T. Kearney FDI Confidence Index 20 2 6 4 0 20 Rankings 20 2 4 0 6 20 24 20 2 4 6 0 20 24 2 US China Canada Germany UK Japan

More information

Opportunities for Action in Organization. If Cops Can Change, So Can Corporations

Opportunities for Action in Organization. If Cops Can Change, So Can Corporations CopsChange 2/17/06 1:50 PM Page 1 Opportunities for Action in Organization If Cops Can Change, So Can Corporations If Cops Can Change, So Can Corporations The organization operated in a fast-paced environment

More information

Opportunities for Action in Consumer Markets. Retailing Online: Coming of Age

Opportunities for Action in Consumer Markets. Retailing Online: Coming of Age Opportunities for Action in Consumer Markets Retailing Online: Coming of Age Retailing Online: Coming of Age Retailing online has become a major force in the consumer industry. Revenues have climbed to

More information

The Data Center of the Future: Creating New Jobs in Europe

The Data Center of the Future: Creating New Jobs in Europe The Data Center of the Future: Creating New Jobs in Europe New data centers will create hundreds of thousands of new jobs for Europe by 2020. But there is work to be done to capture this opportunity fully.

More information

Opportunities for Action in Industrial Goods. Curing Supply Chain Indigestion

Opportunities for Action in Industrial Goods. Curing Supply Chain Indigestion Opportunities for Action in Industrial Goods Curing Supply Chain Indigestion Curing Supply Chain Indigestion The pressure to improve supply chain performance has never been greater. The rise of e-commerce

More information

Opportunities for Action in Consumer Markets. Taking Care of Brands Through Vertical Integration

Opportunities for Action in Consumer Markets. Taking Care of Brands Through Vertical Integration Opportunities for Action in Consumer Markets Taking Care of Brands Through Vertical Integration Taking Care of Brands Through Vertical Integration Esprit, H&M, Zara, and other vertically integrated brands

More information

Seamus McMahon Ashish Jain Kumar Kanagasabai. Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both

Seamus McMahon Ashish Jain Kumar Kanagasabai. Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both Perspective Amit Gupta Seamus McMahon Ashish Jain Kumar Kanagasabai Redefining the Mission for Banks Call Centers Cut Costs, Grow Sales, or Both Contact Information Chicago Ashish Jain Principal 312-578-4753

More information

Opportunities for Action in Financial Services. Passage to India: The Rewards of Remote Business Processing

Opportunities for Action in Financial Services. Passage to India: The Rewards of Remote Business Processing Opportunities for Action in Financial Services Passage to India: The Rewards of Remote Business Processing Passage to India: The Rewards of Remote Business Processing Over the past two decades, financial

More information

Executive remuneration

Executive remuneration Executive remuneration in high definition A high definition, risk-adjusted approach to benchmarking Instinctively executives know that one pound of base salary, one pound of target bonus and one pound

More information

Opportunities for Action in Industrial Goods. Launching a Successful Business-to-Business Consortium

Opportunities for Action in Industrial Goods. Launching a Successful Business-to-Business Consortium Opportunities for Action in Industrial Goods Launching a Successful Business-to-Business Consortium Launching a Successful Business-to-Business Consortium Titans of the Old Economy are busy reinventing

More information

Opportunities for Action in the Automotive Industry. Winning in Today s Chinese Automotive Market

Opportunities for Action in the Automotive Industry. Winning in Today s Chinese Automotive Market Opportunities for Action in the Automotive Industry Winning in Today s Chinese Automotive Market Winning in Today s Chinese Automotive Market These are challenging times for executives in China s automotive

More information

How to Become a Procurement Champion

How to Become a Procurement Champion How to Become a Procurement Champion What is the secret to building a prosperous, valuedriven procurement organization? A holistic procurement transformation (HPT), and the right balance between your business

More information

Opportunities for Action in Financial Services. The Asset Management Battle: Using Tools of Other Trades to Win

Opportunities for Action in Financial Services. The Asset Management Battle: Using Tools of Other Trades to Win Opportunities for Action in Financial Services The Asset Management Battle: Using Tools of Other Trades to Win The Asset Management Battle: Using Tools of Other Trades to Win Not so long ago, in the late

More information

Goodbye Spokesperson, Hello Steward

Goodbye Spokesperson, Hello Steward Goodbye Spokesperson, Hello Steward The Transformation of Corporate Communications Once heralded as the seat held by the best storyteller in the company, corporate communications is no longer about amplifying

More information

How CPG manufacturers and retailers can collaborate to create offers that will make a difference. Implications of the Winning with Digital Study

How CPG manufacturers and retailers can collaborate to create offers that will make a difference. Implications of the Winning with Digital Study Implications of the Winning with Digital Study How CPG manufacturers and retailers can collaborate to create offers that will make a difference 1 To shed light on retailers shift from traditional to digital

More information

Health Care Viewpoint

Health Care Viewpoint Global Penetration: Growth and Competitive Advantage Health Care Viewpoint Number 6 Bain health care expertise As the year 2000 approaches, the health care industry is still turbulent. Customer requirements

More information

What Makes Cities Successful Randstad on the World Stage

What Makes Cities Successful Randstad on the World Stage What Makes Cities Successful Randstad on the World Stage 1966 7 World Cities London Moscow New York Paris Randstad Rhein-Ruhr Tokyo Today: JLL City Commercial Attraction Index Top 20 Population Economic

More information

Opportunities for Action in Organization. When People Strategy Drives Business Strategy

Opportunities for Action in Organization. When People Strategy Drives Business Strategy Opportunities for Action in Organization When People Strategy Drives Business Strategy When People Strategy Drives Business Strategy Companies have never faced more work-force choices, or more important

More information

Greater than the Sum of its Parts: Professionalizing the Supervisory Board

Greater than the Sum of its Parts: Professionalizing the Supervisory Board Greater than the Sum of its Parts: Professionalizing the Supervisory Board Jörg Thierfelder and Michael Ensser In the current business environment, supervisory boards are responding to significantly higher

More information

Opportunities for Action in Information Technology. Demonstrating the Value of IT: Mission Impossible?

Opportunities for Action in Information Technology. Demonstrating the Value of IT: Mission Impossible? Opportunities for Action in Information Technology Demonstrating the Value of IT: Mission Impossible? Demonstrating the Value of IT: Mission Impossible? Over the last several years, many CIOs have worked

More information

Human Resources Specialty Practice. www.stantonchase.com

Human Resources Specialty Practice. www.stantonchase.com Human Resources Specialty Practice www.stantonchase.com Established in 1990, Stanton Chase has grown to be ranked among the leading global executive search firms as rated by all major industry market research

More information

Fact sheet DTZ Fair Value Index TM methodology

Fact sheet DTZ Fair Value Index TM methodology Fact sheet DTZ Fair Value Index TM methodology DTZ Fair Value Index TM launched to measure investor opportunity in world s commercial property markets First ever forward-looking commercial property value

More information

Internet of Things, a key lever to reduce CO 2 emissions

Internet of Things, a key lever to reduce CO 2 emissions COP21 Internet of Things, a key lever to reduce CO 2 emissions November 13 th, 2015 Exponential technologies combined with Internet global model drive a new industrial revolution: the Internet of Thing

More information

Is the Impact of China and India on Future Long-Haul Travel Exaggerated?

Is the Impact of China and India on Future Long-Haul Travel Exaggerated? July 2006 BCG FOCUS Is the Impact of China and India on Future Long-Haul Travel Exaggerated? Meeting the New Challenges of the Airline Industry T his report is the second in a five-part series on the airline

More information

Denied Boarding Eligibility

Denied Boarding Eligibility Option 1 Denied Boarding Compensation voucher may be used for a single Emirates operated two sector return journey between Dubai and the adjoining list of cities. (OR) Between Australia & New Zealand or

More information

From the Back Office to the Corner Office

From the Back Office to the Corner Office From the Back Office to the Corner Office Offshore Services Next Leadership Challenge The last two decades have seen a dramatic evolution in Global In-house Centers (GICs), as their value proposition has

More information

managing talent to meet pharma s next great challenge: global market access Life Sciences and Healthcare Services

managing talent to meet pharma s next great challenge: global market access Life Sciences and Healthcare Services managing talent to meet pharma s next great challenge: global market access Life Sciences and Healthcare Services In an environment where private and government payers around the world are becoming more

More information

Opportunities for Action in Financial Services. India Beyond Outsourcing: The Opportunities for International Banks

Opportunities for Action in Financial Services. India Beyond Outsourcing: The Opportunities for International Banks Opportunities for Action in Financial Services India Beyond Outsourcing: The Opportunities for International Banks India Beyond Outsourcing: The Opportunities for International Banks India s banking market

More information

ROLE SPECIFICATION INTERNATIONAL FINANCE CORPORATION

ROLE SPECIFICATION INTERNATIONAL FINANCE CORPORATION ROLE SPECIFICATION for the position of with GENERAL COUNSEL INTERNATIONAL FINANCE CORPORATION AMSTERDAM ATHENS ATLANTA BARCELONA BEIJING BERLIN BOGOTÁ BOSTON BRUSSELS BUDAPEST BUENOS AIRES CALGARY CHICAGO

More information

Role Charters. Faster Decisions; Stronger Accountability

Role Charters. Faster Decisions; Stronger Accountability Role Charters Faster Decisions; Stronger Accountability The Boston Consulting Group (BCG) is a global management consulting firm and the world s leading advisor on business strategy. We partner with clients

More information

Opportunities for Action in Technology and Communications. The Battle for the Digital Nomad

Opportunities for Action in Technology and Communications. The Battle for the Digital Nomad Opportunities for Action in Technology and Communications The Battle for the Digital Nomad The Battle for the Digital Nomad The world is becoming simultaneously mobile, digital, and broadband. Cellular

More information

Opportunities for Action in Organization. A Survivor s Guide to Organization Redesign

Opportunities for Action in Organization. A Survivor s Guide to Organization Redesign Survivors Guide Jan 03 1/6/03 5:00 PM Opportunities for Action in Organization A Survivor s Guide to Organization Redesign Page 1 A Survivor s Guide to Organization Redesign Few people associate redesigning

More information

Opportunities for Action in Consumer Markets. Riding the Next Wave of Outsourcing

Opportunities for Action in Consumer Markets. Riding the Next Wave of Outsourcing Opportunities for Action in Consumer Markets Riding the Next Wave of Outsourcing Riding the Next Wave of Outsourcing Consumer electronics, footwear, and apparel blazed a path to low-cost countries (LCCs)

More information

SRM How to maximize vendor value and opportunity

SRM How to maximize vendor value and opportunity Operations Excellence: Supplier Relationship Management SRM How to maximize vendor value and opportunity 27th November 2014 Zagreb DDr. Michael Strohmer, Partner, A.T. Kearney michael.strohmer@atkearney.com

More information

Opportunities for Action in Financial Services. Trading Places: New Models for Old Exchanges

Opportunities for Action in Financial Services. Trading Places: New Models for Old Exchanges Opportunities for Action in Financial Services Trading Places: New Models for Old Exchanges Trading Places: New Models for Old Exchanges Globalization, deregulation, and new technologies are reshaping

More information

Opportunities for Action in Infrastructure and Real Estate. Building Flexibility into Corporate Real Estate

Opportunities for Action in Infrastructure and Real Estate. Building Flexibility into Corporate Real Estate Opportunities for Action in Infrastructure and Real Estate Building Flexibility into Corporate Real Estate Building Flexibility into Corporate Real Estate Corporate real estate was once straightforward:

More information

Be clear about your talent management goals

Be clear about your talent management goals Take Be clear about your talent management goals It s tough to get talent management right, particularly when market conditions and strategy are in constant flux. But take a whole systems approach to talent

More information

Denied Boarding Eligibility

Denied Boarding Eligibility Option 1 Denied Boarding Compensation voucher may be used for a single Emirates operated two sector return journey between Dubai and the adjoining list of cities. (OR) Between Australia & New Zealand or

More information

Phoenix Agenda Inside Tomorrow s Retail Bank

Phoenix Agenda Inside Tomorrow s Retail Bank Presentation Phoenix Agenda Inside Tomorrow s Retail Bank eco Kompetenzgruppe E-Commerce Frankfurt, 24. September 2012 Christian Weiß, A.T. Kearney The role of technology in next generation retail banking

More information

Opportunities for Action in Technology and Communications. Broadband, the Promised Land: How to Make It Keep Its Promise

Opportunities for Action in Technology and Communications. Broadband, the Promised Land: How to Make It Keep Its Promise Opportunities for Action in Technology and Communications Broadband, the Promised Land: How to Make It Keep Its Promise Broadband, the Promised Land: How to Make It Keep Its Promise Throughout the world

More information

Opportunities for Action in Industrial Goods. Made in China: Why Industrial Goods Are Going Next

Opportunities for Action in Industrial Goods. Made in China: Why Industrial Goods Are Going Next Opportunities for Action in Industrial Goods Made in China: Why Industrial Goods Are Going Next Made in China: Why Industrial Goods Are Going Next Shopping at Wal-Mart in the United States or at Carrefour

More information

Campaigns to Capabilities Social Media & Marketing 2011

Campaigns to Capabilities Social Media & Marketing 2011 Leading Research Christopher Vollmer Karen Premo Campaigns to Capabilities Social Media & Marketing 2011 Selected Insights October 2011 Facebook, Twitter, and YouTube are the cornerstones of most social

More information

Ken Favaro Ashish Jain Samuel Bloustein. Small Business Banking Customers An Attractive Segment for Organic Growth

Ken Favaro Ashish Jain Samuel Bloustein. Small Business Banking Customers An Attractive Segment for Organic Growth Leading Research Paul Hyde Ken Favaro Ashish Jain Samuel Bloustein Small Business Banking Customers An Attractive Segment for Organic Growth Small Business Customers Are Among the Most Profitable Segments

More information

Aiming for Outsourcing Excellence

Aiming for Outsourcing Excellence by Mike Connolly mike.connolly@booz.com Vinay Couto vinay.couto@booz.com Gil Irwin gil.irwin@booz.com Karl Kellner karl.kellner@booz.com Aiming for Outsourcing Excellence The New Knowledge-Based Outsourcing

More information

cybersecurity dinner 2015

cybersecurity dinner 2015 cybersecurity dinner 2015 Discussion Highlights In February 2015, President Obama, speaking at a White House Summit on cybersecurity and consumer protection, declared that the Internet has become a sort

More information

Safeguarding. your. organisation s. future. A strategic workforce planning approach for the oil and gas sector using the five rights.

Safeguarding. your. organisation s. future. A strategic workforce planning approach for the oil and gas sector using the five rights. your Safeguarding organisation s future A strategic workforce planning approach for the oil and gas sector using the five rights. www.haygroup.co.uk Safeguarding your organisation s future Planning for

More information

IT Cost Transformation

IT Cost Transformation IT Cost Transformation Getting the Biggest Business Impact From Your IT Organization For many IT departments, costs have been climbing steadily as demand and complexity grow. The rise in complexity has

More information

Energy Management: Can Utilities Seize the Opportunity?

Energy Management: Can Utilities Seize the Opportunity? Energy Management: Can Utilities Seize the Opportunity? Energy management is generating plenty of buzz. But will it help utilities meet their growth numbers? Not until market trends shake out and partnerships

More information

Strategic Operating Environment Scan On the Minds of Business Leaders: Expectations for the Next 12 Months

Strategic Operating Environment Scan On the Minds of Business Leaders: Expectations for the Next 12 Months Strategic Operating Environment Scan 04 On the Minds of Business Leaders: Expectations for the Next Months On the Minds of Business Leaders: Expectations for the Next Months Beginning this year, A.T. Kearney

More information

Prescription for cutting costs

Prescription for cutting costs Prescription for cutting costs By Fred Reichheld Loyal relationships In the current downturn, many companies are tightening belts. But too many are missing their biggest opportunity to keep costs down:

More information

The Real Supply Chain Challenge Leadership and Talent Management

The Real Supply Chain Challenge Leadership and Talent Management The Real Supply Chain Challenge Leadership and Talent Management The best supply chains appear to be complex, precise machines with millions of moving parts that mesh efficiently and function flawlessly.

More information

Chain Restaurant Hourly Compensation

Chain Restaurant Hourly Compensation Chain Restaurant Hourly Compensation 2011 Job model Hay Group is ready to assist you at (800) 716-4HAY. Copyright, 2011, Hay Group Notice Hay Group assures the confidentiality of all proprietary data.

More information

Walid Tohme Jad Bitar. Healthy Links Bringing Interoperability to Healthcare Delivery

Walid Tohme Jad Bitar. Healthy Links Bringing Interoperability to Healthcare Delivery Perspective Ramez Shehadi Walid Tohme Jad Bitar Healthy Links Bringing Interoperability to Healthcare Delivery Contact Information Beirut Ramez Shehadi Partner +961-1-985-655 ramez.shehadi@booz.com Walid

More information

Supplemental Information First-Quarter 2014 Earnings Call

Supplemental Information First-Quarter 2014 Earnings Call Supplemental Information First-Quarter 2014 Earnings Call Market & Financial Overview Q1 & FY Capital Markets & Leasing Markets Volumes Investment Volume Strength Varies HISTORICAL FORECAST Capital Markets

More information

Opportunities for Action in Consumer Markets. A Holistic Approach to Trade Spending

Opportunities for Action in Consumer Markets. A Holistic Approach to Trade Spending Opportunities for Action in Consumer Markets A Holistic Approach to Trade Spending A Holistic Approach to Trade Spending Trade spending the financial deals that manufacturers offer retailers to market

More information

Coaching Executives: Building Emotional Intelligence

Coaching Executives: Building Emotional Intelligence IMPACT STORY Coaching Executives: Building Emotional Intelligence How a Global Airline Developed Emotionally Intelligent Leaders via an Integrated Coaching Solution The Challenge The Columbia Leadership

More information

Next Generation Access Networks. The future of telecommunications in Europe

Next Generation Access Networks. The future of telecommunications in Europe Next Generation Access Networks The future of telecommunications in Europe Market forces in Europe are driving telecommunications firms to develop higher bandwidth networks that can provide more efficient

More information

board solutions litigation support services Executive compensation

board solutions litigation support services Executive compensation board solutions litigation support services Executive compensation i Deep experience, strong partnerships Hay Group s Board Solutions business assists attorneys in various types of engagements that involve

More information

Opportunities for Action in Health Care. Big Pharma Can Still Find Big Value in E-Health

Opportunities for Action in Health Care. Big Pharma Can Still Find Big Value in E-Health Opportunities for Action in Health Care Big Pharma Can Still Find Big Value in E-Health Big Pharma Can Still Find Big Value in E-Health Almost all pharmaceutical companies have moved online, but the big

More information