| Foreword |
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The Long View: Winning and Nurturing Customer Loyalty by Being Relevant
Foreword by William D. Green, Chairman & CEO of Accenture |
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From the Editor's Desk: The Journey Continues
Note from the Editor-in-Chief of Outlook, David Cudaback. |
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| Features |
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High-Performance Business: Going the Distance—How the World's Best Companies Achieve High Performance
After three years of original research, industry analysis and rigorous testing, Accenture has developed a compelling set of practical insights for companies that aspire to uncommon business success. |
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High-Performance Business II: Inside the Values-driven Culture at UPS
Drawing on a wealth of stable values, strategic history and shared mindsets, the company's leaders have created a strong but flexible performance anatomy that allows the organization to build on past successes and adapt to future challenges. |
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Customer Relationship Management: Think Your Customers Are Loyal? Think Again
The psychology at the heart of customer buying patterns is far more complex than previously thought. The different variations of customer loyalty must be understood if a company is to win the long-term battle for customers, increase market share and achieve high performance. |
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Finance & Performance Management: Do Investors Have an Accurate Picture of Your Company's Value?
There are no standard metrics to track investors' future expectations for the company, which reflect what they believe about the company's strategies. Here are two important new tools that bridge the gap between traditional accounting-based performance measures and valuation. |
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China: Moving up the Value Chain
China is attempting to maintain a vast manufacturing base, develop a market of 1.3 billion consumers and create the capacity to provide the world with high-value goods and services—all at the same time. Companies that want to succeed in that country will need strategies that enable them to respond accordingly. |
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Mergers & Acquisitions: The Growth Machine—Why it Pays to Build an In-House M&A Capability
At more and more companies, acquisitions are fueling future growth. To ensure that every deal captures and preserves optimum value, acquisitions must be managed like any other mission-critical function—with processes and platforms that span all stages of the deal lifecycle. |
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Information Technology: Digital Myopia—Are You Missing the Internet Upside?
The digital perspective of many companies doesn't extend much beyond producing webcasts, ordering office supplies online and giving PDAs to the sales force. This is almost certainly putting these companies at greater risk from more able, technically savvy competitors. |
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Information Technology II: How to Close the CIO Leadership Credibility Gap
New research suggests that companies are more likely to achieve high performance when the CIO is a genuine peer of other C-suite executives. But this level of respect comes only to those who earn it. |
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Telecommunications: Virtually Mobile
From Disney to Virgin, nontraditional service providers are applying their brand value and customer management capabilities to create a whole new generation of wireless companies. But as the field gets more crowded, will the payoff from being a mobile virtual network operator still outweigh the risks? |
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| Perspective |
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On the Edge: RIAs: Enabling the Next-Generation Web
Rich Internet applications promise vast improvements in the usability and productivity of web-based applications, while increasing the web's usefulness as a computing platform. |
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Interview: Virgin Territory
With a value proposition that challenged conventional thinking in the wireless industry, Virgin confounded skeptics to become a credible player in the United States. Here's how CEO Dan Schulman plans to stay competitive in a constantly changing market. |
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