Business Intelligence

BI is more than just corporate reporting. It's a way to improve decision making, to cut costs, and to identify new business opportunities.

  • White Papers // Jan 2010

    Environmental Degradation: Counting The Cost Of Rapid Economic Growth

    Bad air, polluted water, depleted resources and global warming. These are some of the emerging hallmarks of Asia's booming growth in recent years. From Beijing to Bangalore and beyond, the consequences of industrial development are tainting the region's environment. Yong says the environmental priority for his country is clean water...

    Provided By INSEAD

  • White Papers // Jan 2010

    Leader Or Follower? The Future Of The Chemical Industry In Europe

    The new regulation could initially be considered a financial burden for companies, but it could bring benefits. "People want to have confidence in the chemical industry - it does not have a great reputation and many skilled engineering and business graduates therefore prefer to work in more 'Glamorous' industries, which...

    Provided By INSEAD

  • White Papers // Jan 2010

    The Tortoise And The Hare? An Analysis Of China And India's Long-Term Prospects

    When asked what animals symbolize China and India, most people would probably say the dragon and the elephant. In terms of long-term economic prospects, however, the hare and the tortoise may well turn out to be the more appropriate choice. While India is moving more slowly than China at this...

    Provided By INSEAD

  • White Papers // Jan 2010

    Tapping The Uptapped: A Winning Strategy For Emerging Markets

    Innovation is often a key driver to a company's success. Take Siemens, for example, which has a reputation for being innovative - and successful. But the correlation doesn't stop there, according to Ursula Boehm, Vice President, Operations (International Business) at Siemens. It's one thing to be innovative, but product differentiation...

    Provided By INSEAD

  • White Papers // Jan 2010

    On The Branding Edge

    Branding expert Ken Cato is the man that some major companies turn to for help with overhauling their branding. His clients include Taiwan's BenQ, Germany's Siemens, Australia's Commonwealth Bank and most recently, Dubai World Central, the world's largest planned airport. He believes that building iconic brands require companies to dare...

    Provided By INSEAD

  • White Papers // Jan 2010

    Womenomics: Winning The War For Talent And Customers

    Business leaders have been talking about talent wars for years. These executives complain that they can't find enough qualified people to fill the leadership pipeline even in these tough economic times. Wittenberg-Cox said that's partly because companies aren't fully utilizing half their talent pool. Some 10 or 15 years ago,...

    Provided By INSEAD

  • White Papers // Jan 2010

    Distressed German Companies: Opportunities For Asian Investors?

    Germany's merger and acquisition market has been booming. In 2006 there were more than 600 billion Euros worth of M&A deals and the 'Frenzy' has continued into this year. While the media have focused on takeovers involving private equity and venture capitalists, some 70 per cent of all takeovers are...

    Provided By INSEAD

  • White Papers // Jan 2010

    Banyan Tree: The Brand Imperative

    Ho attributes the success of the Banyan Tree Group, as opposed to other Asian brands, to his ability to understand Western consumer markets. The huge consumer markets are going to be Asian. Now there's a real opportunity for people of Asian origin, who have an instinctive cultural feel for where...

    Provided By INSEAD

  • White Papers // Jan 2010

    More Expensive Medication May Be More Potent

    Marketing variables not only influence people's perceptions and expectations, they actually influence the real efficacy of products such as medications. This is according to Ziv Carmon, INSEAD Professor of Marketing, who, along with Rebecca Waber and Dan Ariely from MIT and Baba Shiv from Stanford, tested the effect of price...

    Provided By INSEAD

  • White Papers // Jan 2010

    Disney Eyes Growth In Asia; Nimble Strategy Ensures Company Stays Relevant

    Mickey Mouse, a character created by Walt Disney in the late 1920s, never seems to grow old. Today, this talking mouse with his trademark red shorts and white gloves, continues to charm legions of children around the world. Each market is unique and has a unique set of characteristics. And...

    Provided By INSEAD

  • White Papers // Jan 2010

    Gucci: In The Business Of Selling 'Dreams'

    As many look to cut costs to cope with the worsening economic downturn, you would expect consumer spending patterns to be adversely affected, with the luxury goods segment being one of the hardest hit. Not so according to Robert Polet, chairman of the Gucci Group. While he agrees that consumer...

    Provided By INSEAD

  • White Papers // Jan 2010

    Fast Strategy: Staying Ahead Of The Game

    Kosonen says he faced the challenges of strategic agility for years in his roles with the Finnish telecoms firm as head of strategy and chief information officer. At Nokia he became familiar with two dimensions of strategic agility, he says, namely strategic sensitivity - that is, the way in which...

    Provided By INSEAD

  • White Papers // Jan 2010

    Relationship Building: A Key Driver For Securing Repeat Business

    D'Aunno says that the major factor for clients deciding to re-hire Celerant is Closework, the 'same side of the desk working' approach on which Celerant prides itself. For the company, that means no barriers between its consultants and its clients. "To put it simply, it's about relationship building," D'Aunno says....

    Provided By INSEAD

  • White Papers // Jan 2010

    Knowledge Transfer: Use Of Templates To Pass On Best Practices, At Least Initially

    As corporations look to expand overseas - through franchising, outsourcing or setting up plants and offices elsewhere - they transfer best practices to maintain their competitive edge. But what's the best way of doing that and how should they adapt these operational practices to local conditions? According to studies carried...

    Provided By INSEAD

  • White Papers // Jan 2010

    Buying Companies For New Competencies: Is It Worth It?

    In fast-moving industries, large companies are increasingly using acquisitions as a strategy to obtain new competencies from smaller firms. The key aspect of the acquisition is to gain access to the knowledge assets of the target firm. This knowledge-which often resides in the employees-is critical for the acquisition to create...

    Provided By INSEAD

  • White Papers // Jan 2010

    If You Benchmark, You'll Find Customer-Centricity Sells Itself

    Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the organization about the importance of the customer. He also approved the acquisition of posters that artistically...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Re-assessing The Need For Channel Integration

    CRM is not an end in its own right but a commercial strategy that must deliver a tangible and measurable result, whether that be improved retention, increased cross-selling or a greater share of customer wallet. In reality, the last decade of bottom-line growth has been won through being able to...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Everyone Should Have The Same Mission: Satisfied Customers

    In reality, for all the talk of customer relationship management over the last 10 years, almost all contact centers are still considered cost centers. But when you consider them as cost centers, it's extremely difficult to fund the enabling technologies that keep them innovative, to improve processes that maximize effectiveness...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Lost Art Of Letter Writing: Time For A Comeback?

    The tables have turned for customer relationship management. There are now more column inches devoted to lambasting CRM than praising it. Difficulties associated with measuring return on investment have caused many organizations to question their investment. That said, given the high level of churn that plagues certain sectors, it has...

    Provided By CustomerThink

  • White Papers // Jan 2010

    No Call Center, No Business. Really

    There is a large assembly of all your customers. They have questions. Some want to buy your product but need more information first. Some have questions about how your product works or how it compares to your competitors' products. Some have a problem and are upset about it and want...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Don't Let Your Strategy Be Another Statistic: Here Are Four Keys To Making It Work

    How does your organization develop new business strategies? If it fits the norm, your CEO and several close associates hole up in a comfortable spot where they can play golf one day and ski the next. Then they emerge from the sauna with a new strategies predicated on customers behaving...

    Provided By CustomerThink

  • White Papers // Jan 2010

    When It Comes to Strategy, Don't Take A Page From Telecoms

    Looking after existing customers is just common sense. Using technology to help in this process also makes sense - but only if it is part of an overall customer management strategy that involves everyone who deals with customers, makes decisions about customers or influences the customer experience in some way....

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Balanced Scorecard Makes Intangibles Tangible And Your Strategy Workable

    Developed in 1990 by Kaplan and Norton, the Balanced Scorecard is based on a simple, yet profound, basic premise. Financial measures are, and always will be, important, but they must be supplemented with other indicators that predict future financial success. With that as their goal, Kaplan and Norton developed the...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Demand For Loyalty Marketing: Top 10 Trends

    In today's marketplace, companies face many issues that increase the demand for marketing strategies focusing on customer loyalty. More and more, companies realize that their most precious asset is their existing customer base. Traditional marketing, focusing heavily on gaining new customers through mass marketing efforts, is evolving at a rapid...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRMBodyCheck: CRM Metrics From GreaterChinaCRM.org

    To cope with the difficulties of ROI measurement and benchmarking of CRM implementations, GreaterChinaCRM has developed a full set of measurement metrics based not only on technologies, but also on strategies, people, process and customers. What do you want to achieve for your CRM implementation? It could be to reduce...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Let The Customer Drive Your Business With "Lean CRM"

    Lean CRM starts with an understanding of what adds value from the customer's perspective. If processes don't directly add value to customers, or don't support processes that do, such as hiring the right customer service staff, then they are targets for "Obliteration." Developing this level of understanding of how customers...

    Provided By CustomerThink

  • White Papers // Jan 2010

    What You Shouldn't Have Is A Failure To Communicate

    There's a line from the old Paul Newman movie, Cool Hand Luke, "What we have here is a failure to communicate." It was an extremely popular part of American culture for a short while, though it has gone the way of pet rocks. But the point still resonates. You could...

    Provided By CustomerThink

  • White Papers // Jan 2010

    CRM Fear Factor: How Do You Get High-Quality Data?

    A large financial services organization was struggling to maintain and grow its data mart to accommodate the changing needs of its employees. It was a diversified financial services company, which worked through traditional brick and mortar, Internet and other channels. It had collected extensive amounts of data through various customer...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Customer First Teams Can Help Companies Succeed

    It's safe to say that most companies give little or no thought to creating a team-based culture that optimizes employees' efforts to create customer loyalty and advocacy or keep customers from defecting. Creating a team-based customer culture requires understanding the customer and reflecting that understanding in structure and systems. You...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Journey Toward Customer-Centricity

    You can't fudge customer-centricity. If you declare through your brand and advertising that you are customer-centric, the customer has an expectation of what that means, and it's not something you can manage through the marketing organization anymore. It's a brave decision, but one is seeing companies split into those who...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Dabbawallahs: They May Be On Bicycle, But They Practice CRM

    Known for their high-quality service and low cost, the dabbawallahs scored a six sigma ranking by Forbes Global, meaning that their percentage of "correctness" was 99.999999 or more. In simple words, this means one error in six million transactions, a benchmark reserved for blue-chip companies like Motorola. The U.S.-based business...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Contact Centers Will Come Of Age

    he shift away from CRM technology to contact centers as the customer interaction hub has other benefits. It's a shift in focus from technology to social science; from slippery shifting marketing terrain to concrete actions and employee training; from abstract concepts to specific people interactions that can be characterized as...

    Provided By CustomerThink

  • White Papers // Jan 2010

    The Nine Truths Of Relationship Marketing

    The marketing world continues to change and every business needs to adopt a carefully crafted position that supports how to best interact with its customers. It's not the same for every company and no canned program will work in all situations. Customers have been bombarded with telemarketers, junk mail, and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Customer-Focused Selling Really Works-For Your Business And The Customer

    Expectations were high for the new direct sales center that Timeless Insurance, Inc. (not the real company name) had created. TV and print ads were running, supplemented by a new web site and Internet campaign. The center was well-equipped with telecommunications technology, and the staff had been carefully recruited and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Acquiring Customers In The Post-Dot Com Era: How To Keep Your Pipeline Healthy

    Complicating the lack of focus on customer acquisition was the notion that CRM technology was the savior of the business world. Many executives took to the Field of Dreams notion of "Build it and they will come." For those who thought CRM was the be-all and end-all, they too wound...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Seven Organizational Hurdles That Kill Customer Centric Marketing

    The business press is full of stories about lack of performance or failure of CCM programs. In many cases, the real failure occurred when the marketer purchased CRM or Loyalty Marketing tools (which can be costly) before there was a defined business strategy and related plan of people, processes and...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Top U.K. Companies Miss Opportunities In Face-to-Face Contact

    When you can meet your customers face to face, you can gain tremendous marketing advantages. You protect your brand image at its most vulnerable point. Your service levels can be delivered consistently. You can gather additional customer intelligence and validate the relevance of remote communications. Contact permission can be obtained...

    Provided By CustomerThink

  • White Papers // Jan 2010

    Measurement Should Be From The Customer's Point Of View

    To link marketing activity to business results, you have to look at all of the critical components driving marketing performance - data, tools, people and processes. To effectively analyze marketing investments, data needs to be complete and accurate, and tools must be flexible and able to answer actionable questions. People...

    Provided By CustomerThink

  • White Papers // Jan 2010

    When In Rome, Don' Speak Greek: Marketers And Sales Need A New Mindset

    To most people, "Sales and marketing" refers to the part of the organization that sells the product or service. In fact, the two terms are used interchangeably in many companies. The prevailing attitude is, "Sales? Marketing? What's the difference? It's all the same thing, isn't it?" Focused on the Four...

    Provided By CustomerThink

  • White Papers // Jan 2010

    How To Avoid Or Redress Eight Common CRM/CMR Mistakes

    Did you design from the inside out? In other words, did you begin your initiative by focusing on what your marketing execs and your sales execs wanted from the CRM initiative, rather than starting with what your customers needed? If so, the obvious antidote is to immediately find out what...

    Provided By CustomerThink