Olaf Acker

This Perspective examines business process empowerment (BPE), a customer-focused, strategically driven alternative to traditional, back-office focused business process management, with particular applicability in service industries. BPE combines process architecture with a continuous improvement culture to drive sales and otherwise improve front-office operations.

Opportunity for Telecom Operators

Social networking and other new technologies have given rise to the “social consumer.” Navigating this new world requires a new way of approaching customer relationship management, commonly called social CRM. In addition to their traditional CRM tools and processes, companies must rethink their product, channel, and customer strategies in order to build an entirely new...

In a world overrun with marketing messages, the next wave of marketing technology will cut through the clutter, building automated marketing campaigns that address your customers’ wants and needs individually.

Many of the products and services offered by telecom operators in developed markets have become commoditized, and although operators have pushed hard to reduce costs to maintain margins, they continue to waste more than 30 percent of their process-related operating expenditures. The key to future savings for operators lies in taking an end-to-end view of their...

The average citizen runs into some 5,000 marketing messages day —from traditional marketing channels as well as from the Internet, iPods, and mobile phones. It has never been more difficult for direct marketers to keep in touch with their existing loyal customers. And it has never been more important for businesses to find new ways to make the best use of their existing...

For years, the process of devising customer data queries and creating business intelligence reports has been a lengthy one. That’s because the information needed must be pulled from operational systems and then structured in separate analytical data warehouse systems that can accept the queries. Now, however, we are on the brink of true “in-memory analytics,” a...

Booz & Company, gegründet 1914 in Chicago (als Booz Allen Hamilton), zählt mit 3.300 Mitarbeitenden und 60 Büros auf sechs Kontinenten zu den international führenden Strategieberatungen.

Die Bewertung von Projekten im Rahmen des Demand-Managements gewinnt besonders in großen Konzernen aus Sicht der internationalen Management- und Technologieberatung Booz Allen Hamilton zunehmend an Bedeutung. Hintergrund ist, dass Unternehmen die interne Nachfrage nach IT-Leistung und damit die