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Strategy

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WOWing Customer Service Strategies

Key Success Factors to Design and Implement Service Excellence

Particularly in B2C related business segments involving a high number of customer driven transactions (e.g. Telco, airline, utilities, financial services) customer expectations have grown tremendously over the last decade and most customers are dissatisfied with the service they receive. That’s why...
Consumer goods & retail, Strategy

Waking up in a new world

Results of Arthur D. Little’s global survey on the economic crisis

Virtually all economies and all sectors worldwide are simultaneously going through a brutal downturn. The speed and depth of the fall have caught us all by surprise. Six months into the financial and economic crisis, let’s no longer dwell on the pain it is inflicting. Let’s focus instead on what...
Strategy

Putting water in the mainstream of your business strategy

In the past, water as a resource worried only a few industries. This has rapidly changed due to the scarcity of water around the world, especially in the emerging markets. Companies now need a clear view on the role water plays in their value creation and what they can do about it. In this article...
Strategy, Technology & innovation management

Innovation: measuring it to manage it

Many executives struggle to manage innovation as they would other business processes. Most exasperating is the lack of a practical way of measuring innovation effectiveness and efficiency. In this article the authors provide a success formula to design and deploy meaningful key indicators to drive...
Strategy

Improving satisfaction throughout the customer life-cycle

It is becoming ever more crucial for companies not only to keep customers happy but to keep the right customers happy. But how can they measure the value of customers through the whole customer life-cycle? In this article the authors explain the methodology developed by Arthur D. Little that helps...
Strategy

Pricing in a downturn

The value of a structured pricing approach

In today’s economic environment, most companies are focused on projects that provide immediate payback. Proactive executives are currently engaging in typical downturn-management activities such as cost-cutting and working capital management.
Strategy

Making new product launch decisions

Making new product launch decisions in an uncertain environment

Making new product launch decisions, such as where and in which sequence, is becoming ever trickier, as the environment into which the product will be launched changes constantly. In this article, using a new medicine as a case example, the authors examine the problem and offer a pragmatic and...
Strategy

Winning the Merger Decathlon

A Guide to Mastering the Ten Challenges of the M&A Process

Just as winning the Olympic decathlon requires a combination of strength, endurance and technical skill, so mergers require organisations and individuals to excel in a broad range of disciplines. By mastering the challenges of the "merger decathlon", organisations can improve their chance...
Strategy

Marketing & Sales Excellence

Over the last years, more than 130 mainly internationally operating companies have already participated in the regularly updated study. Comparison of the cross-industry insights allows for new starting points to achieve Marketing & Sales Excellence according to best in class performance of...
Strategy

The Future of Urban Mobility

Towards networked, multimodal cities of 2050

Executive summaryManagement consultancyArthur D. Little’s (ADL) new global study of urban mobility assesses the mobility maturity and performance of 66 cities worldwide and finds most not just falling well short of best practice but in a state of crisis. Indeed it is not putting it too stron­gly to...
Strategy, Organization & transformation