http://www.diamondconsultants.comIntellectual Capital published by Diamonden-us2000-2006 DiamondFri, 01 Apr 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Diamond2005OutsourcingStudy.pdfTom Weakland, Brian Tumpowskyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Diamond2005OutsourcingStudy.pdfWhile IT outsourcing is now an established management practice the landscape continues to change in surprising ways. Diamond’s 2005 Global IT Outsourcing Study reveals that buyers in growing numbers are: dissatisfied with offshore service providers, prematurely terminating contracts and struggling to harvest the full value of their outsourcing relationships. Thu, 01 Apr 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/2004 Global IT Outsourcing Study_single.pdfTom Weakland, Brian Tumpowskyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/2004 Global IT Outsourcing Study_single.pdfThis research is intended to help organizations understand how the IT outsourcing landscape is changing, learn from past experiences both good and bad, and to gain new insights into the prerequisites for successful outsourcing initiatives. Tue, 01 Apr 2003 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/ITPM_Study_single.pdfIngmar Leliveld, Mark Jeffery, Kellogghttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/ITPM_Study_single.pdfImplementing ITPM presents a unique set of challenges but successful CIOs have learned some valuable lessons about what it takes to get the job done. This study is a summary of the lessons learned through the joint research of Diamond and Kellogg. Wed, 01 Jan 2003 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/POV_GlobalServNetwork_web.pdfJohn Sviokla, Mel Bergstein, Barton Brown, Mike Connolly, Barbara Feinberg, Pegeen Hopkins, Michael Lisse, Mike Palmer, and Audris Wonghttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/POV_GlobalServNetwork_web.pdfThe technological revolution created a more flexible and higher-quality manufacturing base, while the Internet increased price transparency, meaning greater industrial rivalry for all concerned. In order to succeed, executives need to rethink their most basic premises about where they can find growth and how they should fund it. Fri, 01 Nov 2002 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/GlobalIT-OutsourcingStudy.pdfTom Weakland, Brian Tumpowskyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/GlobalIT-OutsourcingStudy.pdfWhat's really going on in executive suites where outsourcing decisions are being made? Who's at the table? What are their expectations? And what have they learned from their outsourcing experience? To answer those questions, Diamond went to the front lines for answers. We surveyed senior executives with first-hand experience in making outsourcing decisions. We also went to the service providers, large global outsourcers and specialist firms alike, to hear their side of the story. Wed, 01 Mar 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Enterprise%20Resource%20Planning_single.pdfSpencer Heinz, Doug King and Zahid Rahmanhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Enterprise%20Resource%20Planning_single.pdfThe authors, who have saved numerous ERP projects from the brink of failure, explain why following the popular implementation path can lead a company into trouble. Wed, 01 Mar 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20MVNO%203_single.pdfHamilton Sekino, Amaresh Tripathy, and David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20MVNO%203_single.pdfMVNO 3.0 Hamilton Sekino describe the role and potential of a new breed of "mobile virtual network aggregators" that will take enable major brands to offer wireless services to their specific customer segments. Wed, 01 Feb 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20State%20of%20the%20Union%20Reponse%20Healthcare_single.pdfAamer Baig, Patricia O’Brien, M.D., Matthew Percy, Andrew Rocklin, and Dr. John Svioklahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20State%20of%20the%20Union%20Reponse%20Healthcare_single.pdfThe State of the Union address has significant implications for businesses interested in capitalizing on healthcare related opportunities like HSAs, and for existing businesses in healthcare today. Sun, 01 Jan 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - RFID_single.pdfDarin Yug, Bill Gilliland, and Steven Legninehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - RFID_single.pdfDiamond's Darin Yug, Bill Gilliland, and Steven Legnine discuss how organizations must develop a solid foundation to support RFID technology, recognize the major challenges, and have a clear perspective on benefits and costs before RFID reaches mass adoption. Wed, 01 Mar 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Federal Enterprise Architecture_single.pdfMichael Janiszewskihttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Federal Enterprise Architecture_single.pdfA large U.S. federal agency discovers how modeling and linking enterprise architecture components can achieve business/IT Alignment Sun, 01 Jan 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/HealthIns_Diamond.pdfVaughn Kauffman, Lloyd Smithhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/HealthIns_Diamond.pdfDiamond's Vaughn Kauffman and Lloyd Smith discuss how health insurers can become important information service providers for the healthcare industry. In this role, they can reduce their own costs, increase customer retention, and create potential new revenue streams. Sat, 01 Oct 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Seven%20Essential%20Elements%20of%20Enterprise%20Architecture_single.pdfDavid C. Baker and Michael Janiszewskihttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Seven%20Essential%20Elements%20of%20Enterprise%20Architecture_single.pdfDiamond's David Baker and Michael Janiszewski discuss the seven essential elements of Enterprise Architecture with this roadmap to engage your business, manage complexity, and govern the implementation of your architecture. Sat, 01 Oct 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Diamond_FixedMobile%20Convergence.pdfMaria Pecorari and Milan Sallabahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Diamond_FixedMobile%20Convergence.pdfDiamond's Maria Pecorari and Milan Sallaba report on a recent survey of 610 consumers in the United Kingdom, a market with robust fixed-mobile convergence activity, to determine whether consumers will actually purchase convergent offers, which features are most valued, and what barriers might impede adoption. Sat, 01 Oct 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20CTO_single.pdfChris Curranhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20CTO_single.pdfBusinesses are focusing a greater share of their IT investment on leveraging emerging technologies to create competitive advantage. But, as Diamond's own CTO, Chris Curran, points out, betting on emerging technologies to drive innovation brings on a multitude of risks, as well as potential rewards. Sat, 01 Oct 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Market%20Agility_single.pdfAndrew Robinson and Andrew Cohenhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Market%20Agility_single.pdfDiamond's analysis of the management processes, operational capabilities and financial results of 20 leading Life Insurance companies proves that "Market Agility" -- the ability to drive relevant products to the marketplace ahead of the competition, at speed and at volume -- is a fundamental driver of success. Mon, 01 Aug 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/HSA%20Diamond%20Single.pdfAamer Baig, Jeff Nuckols, and Amy Dawsonhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/HSA%20Diamond%20Single.pdfDiamond's Aamer Baig on the potential $1.9 billion windfall financial institutions can take part in with a smart approach to Health Savings Accounts. Wed, 01 Dec 2004 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Innovation_ResrchViept_V3.pdfJohn Svioklahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Innovation_ResrchViept_V3.pdfVice Chairman John Sviokla on how innovation really starts with a single story, or mission, that captures the imagination of an entire organization. Mon, 01 Aug 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MNVO.Diamond.Single.pdfHamilton Sekino, Amaresh Tripathy and Michel Di Capuahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MNVO.Diamond.Single.pdfBig name companies such as mass-market retailers, sports television networks, youth-oriented content providers and ISPs that plan to lease wireless network capacity and create their own “virtual” cell phone companies are putting their brands on the line, according to a new white paper, “Your Brand, Unplugged: A Strategic and Structured Approach to Launching an MVNO,” Sun, 01 May 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpoint - Fixed Mobile Convergence 100205.pdfSantiago Argelich,Jérôme Moitry, Mark Keeley, Hamilton Sekino, Nuria Tarre, Maria Pecorari, Maarten de Wit, Simon Colboc, Aseem Sadana, Franck Luisada, Pierre -Henri Thiret.http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpoint - Fixed Mobile Convergence 100205.pdfFixed-Mobile convergence has been the subject of much debate for the past 15 years. While it has created significant hype, as yet limited consumer or business benefit has been derived. Today, convergence seems to again be gaining momentum in the telecom scene, but can the next wave of wireless standards make good on its promise and deliver value? Sun, 01 May 2005 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Single_Heroic_IT%20Viewpoint.pdfChris Curranhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Single_Heroic_IT%20Viewpoint.pdfChris Curran makes the case for systematic technology management Fri, 01 Oct 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CalculusCommerce_WP.pdfJohn Sviokla, Cate White, Caroline Calkins, Andy Rockliknhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CalculusCommerce_WP.pdfThis paper discusses how given a clear understanding of where the firm sits in the competitive marketplace in its quest for growth, the executive has three options: core growth, complementary growth and transformational growth. (From October 2004 Exchange) Tue, 01 Jun 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CustomerLoyalty_WP.pdfJohn Sviokla, Caroline Calkins, Cate Whitehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CustomerLoyalty_WP.pdfThis paper discusses how to recognize the acres of diamonds present right in your own backyard to help your company achieve incremental growth in your markets. (From June 2004 Exchange) Thu, 01 Apr 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Root Cause_single.pdfAmaresh Tripathyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Root Cause_single.pdfThis paper examines the successful, innovative and cost-effective solution one customer-centric company deployed to identify and address the causes of customer dissatisfaction. Mon, 01 Mar 2004 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Network Org White Paper.pdfJohn Sviokla, Amy Schneider, Caroline Calkins, Cate Whitehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Network Org White Paper.pdfTechnology changes the scale and scope at which firms operate and increases the speed with which they take in information from their environment, turn it around, and push it back out. Technology supports the creation of new management practices, using the N-form model, to remain profitable despite volatility, and to adapt as technology’s capabilities exceed our expectations. (From March 2004 Exchange) Tue, 01 Jun 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/A Changing Telecom Landscape.pdfJeff Hessehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/A Changing Telecom Landscape.pdfDiamond, with experience in both the telecom industry and the public sector, has identified five specific mobile market developments that offer important opportunties for government agency CIOs. Thu, 01 Apr 2004 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/POV_richclientapp%20Final_single.pdfBill Gilliland, Matt Fong, Sean Sell, and Pete Tevonianhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/POV_richclientapp%20Final_single.pdfNext generation apps that improve on client/server and browser paradigms. Tue, 01 Jul 2003 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Seven Deadly Sins of CVM_single.pdfBill Abbott, Paul Blase, Amaresh Tripathyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Seven Deadly Sins of CVM_single.pdfThe seven deadly sins of customer value management - outdated practices that prevent companies from reaching their full potential. Sun, 01 Jul 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv3n1GoingMobile.pdfDavid Baker, Chris Curranhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv3n1GoingMobile.pdfThis report is a blueprint for managers who wish to create and implement the right mobile applications. It sketches out the analytic framework, the decision process, and the tools that Diamond, International has successfully developed to help managers make decisions in the mobile and wireless world. Sun, 01 Jul 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n3EAI.pdfParker Shi, Suketu Gandhihttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n3EAI.pdfThe Enterprise Application Integration (EAI) paper describes the need for EAI and the drivers that cause integration to be an important component of the CEO agenda. The discussion also addresses technical models and the challenges in achieving a holistic view of critical business knowledge from one system. Sun, 01 Jul 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n2Portals.pdfGurpreet Singh, Marc Rosenberghttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n2Portals.pdfThis paper provides an overview of enterprise portals, and the business problems they address. It looks at portal components and examines the value that can be realized by deploying one or more throughout the enterprise. Sun, 01 Jul 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n1ValueCentricIT.pdfChris Curranhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv2n1ValueCentricIT.pdfThis paper discusses the issues and barriers to IT effectiveness, the traits of a "value-centric" manager, and the steps an organization should take to transform its technology management philosophy. Sun, 01 Jul 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv1n3MSnet.pdfRobert Warren, Piyush Shahhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/viewpointv1n3MSnet.pdfThe .NET (Web Services) POV discusses the emergence of web services in the internet marketplace. It also discusses the components of a web services architecture and explains the components of one web services vendor, Microsoft. Tue, 01 May 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Presence Awareness White Paper.pdfn/ahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Presence Awareness White Paper.pdfAn unstoppable trend is growing towards ubiquitous computing. The pervasive network is not that far into the future. It's a reality creating the need for intelligent agents to process information anytime and anywhere. This leap from tethered computing to the world of wireless and mobile solutions jumpstarts a new science, one rapidly growing in prominence: Presence Awareness Sat, 01 Sep 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MobilityManifesto.pdfChunka Mui, David Reed, John Sviokla, Larry Smarr http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MobilityManifesto.pdfThe Mobility Manifesto argues that, despite current skepticism about wireless devices, they have already created important new ways for companies to operate more efficiently and to serve customers better. Sun, 01 Apr 2001 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/PS Sector_ Digital Bit.pdfAamer Baighttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/PS Sector_ Digital Bit.pdfThose savvy payment services companies that recognize the awaiting disruptive impact of the Internet and take decisive actions to address it will find that they will be repaid handsomely. For those who fail to do so, the penalty will be an increasingly insignificant role in commerce. Thu, 01 Mar 2001 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Colliding Channels_ Digital Bit.pdfStacy Sachenhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Colliding Channels_ Digital Bit.pdfA discussion about the disillusionment that is rampant regarding one of the most alluring early promises of the Information Superhighway: The notion that the Web would enable manufacturers to attain the Holy Grail of being able to transact directly with customers. Mon, 01 Jan 2001 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Banks_ Digital Bit.pdfJohn Quinn http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Banks_ Digital Bit.pdfCan banks give up their traditional emphasis on providing end-to-end financial services? Fri, 01 Sep 2000 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Online Finance_ Digital Bit.pdfKevin Grieve, Graeme Foxhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Online Finance_ Digital Bit.pdfA key to breaking through to the next stage in the development of online financial services will involve a focus on addressing consumer sacrifice. Thu, 01 Jun 2000 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Wireless Internet_ Digital Bit.pdfKevin Grieve, Graeme Foxhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Wireless Internet_ Digital Bit.pdfWireless Internet is not just another over-hyped technology. Sat, 01 Apr 2000 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/B2B_ Digital Bit.pdfKevin Grievehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/B2B_ Digital Bit.pdfThe rising tide of B2B e-commerce is preparing to wash across the established corporate-credit markets. Tue, 01 Feb 2000 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Reorganizing Around Customers_ Digital Bit.pdfKevin Grievehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Reorganizing Around Customers_ Digital Bit.pdfCompanies often think they are in business to sell products, but the Internet is forcing many of them to focus on a new strategy: satisfying customers needs. Sat, 01 Jan 2000 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Solid Brick Foundation_ Digital Bit.pdfKevin Grievehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Solid Brick Foundation_ Digital Bit.pdfJust as money itself takes many forms - sometimes digital, sometimes physical - financial services firms that can smoothly meld their on-line and off-line capabilities will bring increasing value to their customers. Sun, 01 Jan 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/GS_DCIHealthcare.pdfPatty O'Brien, Stephen O'Connorhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/GS_DCIHealthcare.pdfDiamond's Patty O'Brien and Stephen O'Connor along with Goldman Sachs discuss how the U.S. economy is struggling with unsustainably high medical cost growth. Providing health plan members with stronger financial incentives to measure the value of their medical care could increase the efficiency of the healthcare system. Wed, 01 Feb 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Customer%20Experience_single.pdfAndrew Robinson, Paul Blase, Lyndsay Atniphttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Customer%20Experience_single.pdfPaul Blase, Andrew Robinson and Lindsay Atnip report on the results of recent Diamond research among senior insurance executives and provide a case study of one insurer that applied root cause analysis to make a wise investment for improving their customers' experience. Mon, 01 May 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Profitable%20Channels_single.pdfBill Abbott, Amaresh Tripathy, and Furkan Ocalhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Profitable%20Channels_single.pdfA rational, rigorous review of your channel performance doesn't require a lot of time to yield startling results, reports Bill Abbott, Amaresh Tripathy and Furkan Ocal. Sat, 01 Jul 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Outsourcing2006_Diamond.pdfTom Weakland, Brian Tumpowskyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Outsourcing2006_Diamond.pdfThe IT outsourcing boom appears to be over, onshore providers are facing new pressures, and companies are outsourcing more strategically and selectively. While a majority of buyers—64 percent (offshore) and 50 percent (onshore)—remain committed to increasing their purchasing, these numbers represent a significant decline from prior years. Sat, 01 Jul 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Telecom%20Convergence_single.pdfHamilton Sekino, Maria Pecorari, Geoff Douglas and David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT%20-%20Telecom%20Convergence_single.pdfWith billions in new revenue at stake, new research finds that RBOCs and cable operators must carefully consider consumer attitudes before bundling servicesTue, 01 Aug 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India Rural Banking_Diamond.pdfVinod Nair, Andrew Sofield, and Vijay Mulbagalhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India Rural Banking_Diamond.pdfDespite recent economic progress and explicit socialist goals, India has amongst the world’s lowest GDP per capita ($763 USD) and lowest penetrated retail banking systems, with less than 20% of rural India having access to formal fi nancial services. The reasons for this are complex, as is identifying potential solutions.Tue, 01 Aug 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India MVNOs_Diamond.pdfLouie Mathew, Jayanth Mysore, and Vinod Nairhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India MVNOs_Diamond.pdfThe Indian mobile telecom industry is witnessing significant growth, with 110 million subscribers as of July 2006 representing a year-on-year growth rate of 85%. Even as the mobile operators continue to gain share by adding first-time users of mobile services, there are some early indications of mobile virtual network operators (MVNOs) potentially entering the Indian market.Fri, 01 Sep 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Right Way SOA.pdfDavid Baker, Chris Curranhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Right Way SOA.pdfService oriented architectures promise to lead to greater business agility, but technology alone won’t get you there.Sun, 01 Oct 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Information Advantage_single.pdfPaul Blase, John Sviokla, Nsikak Akpakpanhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Information Advantage_single.pdfCompanies are developing sustainable advantage and market leadership by exploiting the learning curve effects of analyzing informationWed, 01 Nov 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Real ID.pdfNalneesh Gaur, David Baker and Larry Gioiahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Real ID.pdfDefining a roadmap to compliance requires states to understand the uncertainties surrounding the Real ID Act and to answer many critical questions before they undertake this important initiative.Wed, 01 Nov 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Structural Innovation.PDFStacy Sachenhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Structural Innovation.PDFMany companies aspire to be the leading Product or Operational Innovator in their industry. But if the goal is sustainable differentiated growth and margins, they should instead strive to be Structural Innovators.Wed, 01 Nov 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - The Evolving TV Experience_Diamond.pdfJayanth Mysore and Bill Abbotthttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - The Evolving TV Experience_Diamond.pdfWhat should cable multi-system operators do about the ongoing disruption of video production, distribution and consumption?Fri, 01 Dec 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Curing Customer Churn.pdfKemal Karakaya, Franziska Gomez and Bill Abbotthttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Curing Customer Churn.pdfThis paper outlines current challenges in churn management, details best practices for developing a clear understanding of true churn drivers and priorities, and presents the organizational challenges that must be overcome to eliminate the root causes of churn and thereby increase profitability.Fri, 01 Dec 2006 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - TotalCapacityMgmt_Diamond.pdfParker Shihttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - TotalCapacityMgmt_Diamond.pdfDiamond recommends a comprehensive approach to managing the total range of IT capacities and associated spend. We call this approach Total Capacity Management.Thu, 01 Feb 2007 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - WiMAX_Diamond.pdfHamilton Sekino, John Kwon, David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - WiMAX_Diamond.pdfWiMAX has recently gained a lot of attention but success will depend on potential WiMAX players -- pure wireless carriers, integrated carriers, cable and satellite operations, fixed incumbent and competitive operators, MVNOs, and content owners and aggregators -- accelerating the adoption of the service and attracting a critical mass of users before competing technologies catch up. Thu, 01 Feb 2007 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - The Next Frontier for the Media and Wireless Industry_Diamond.pdfHamilton Sekino, Jamil Husain and Sujit Acharyahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - The Next Frontier for the Media and Wireless Industry_Diamond.pdfThis report provides the rationale behind these opportunities in the wireless space and reviews the challenges media & entertainment companies will face as they pursue new opportunities in wireless channels.Thu, 01 Mar 2007 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - M&A_Business Platforms_Diamond.pdfCaroline Calkins and Dr. John J. Svioklahttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - M&A_Business Platforms_Diamond.pdfBusiness platforms add more risks to deals, but also offer tremendous opportunity for greater shareholder valueSun, 01 Apr 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MarketAgilityMASTER.pdfTariq Khatri, Zilvinas Bareisis http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/MarketAgilityMASTER.pdfMarket Agility – the ability to bring relevant products to market ahead of the competition, at speed and at volume -- is an opportunity for innovators in the UK Savings industry to increase growth, market share and return on equity. But five key capabilities are required to make that happen. Sun, 01 Apr 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/DiamondGTNewsArticle.pdfTariq Khatri, Leon Hohttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/DiamondGTNewsArticle.pdfMid-market corporates in Europe are set to become a source of increased focus for multinational and domestic banks alike. The experience of US banks points strongly to a set of critical factors required to successfully compete for the segment. Sun, 01 Apr 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - MarketSegmentation_Diamond.pdfBill Abbott, Amit Das, Alex Mannella and Amaresh Tripathy http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - MarketSegmentation_Diamond.pdfOne-off segmentation efforts can actually get marketing off track in the search for new customers. There is a better way: quickly create a segmentation platform that delivers results of value to the entire team. Includes Diamond's rapid five-step approach to customer segmentation and case examples. Sun, 01 Apr 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - P&CInsuranceBPO_Diamond.pdfNidhi Aggarwal, Vinod Nair, and Anand J. Rao http://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - P&CInsuranceBPO_Diamond.pdfDiamond Insurance industry experts estimate that the outsourcing of various business activities offers insurers a potential cost savings of approximately 35% or more to the original cost basis of those processes. But while BPO is an increasingly viable proposition, there are important prerequisites for success. Tue, 01 May 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - WordofMouthMarketing.pdfPaul D’Alessandro, Jamil Husainhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - WordofMouthMarketing.pdfWord-of-Mouth is not only a means of communicating messages about a brand or product. Marketers should also harness the voice of the consumer in guiding the design, development, and enhancement of their products and services.Fri, 01 Sep 2006 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Diamond and Goldman Sachs CDHS Recap - 9_26_06.pdfDiamond, Goldman Sachshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Diamond and Goldman Sachs CDHS Recap - 9_26_06.pdfOur symposium confirmed that consumerism is a real trend and is gathering momentum. Already, we see early signals of the disruption that will be created throughout the financial, health care provider, technology, and payer sectors—not to mention the impact it will have on how consumers buy, finance, and consume health care.Fri, 01 Jun 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Health Wealth.pdfAamer Baig, Andrew Rocklin, and Srinivas Velamoorhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Health Wealth.pdfAn upheaval in the financial services and healthcare industries is creating $40 billion in new opportunitiesFri, 01 Jun 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Retirement_Behavioral Economics.pdfAnand S. Raohttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Retirement_Behavioral Economics.pdfDiamond believes that retirement solutions providers can benefit significantly from these new insights into how consumers make retirement savings and investment decisions when faced with uncertain, incomplete information.Wed, 01 Aug 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Mobile Payments _Diamond.pdfHamilton Sekino, John Kwon and Se Han Bonghttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Mobile Payments _Diamond.pdfRecent developments on both the supply and demand side are prompting the key players in the mobile payments value chain to get serious about its potential. Diamond's whitepaper assesses market opportunities, evaluates potential business models, and raises strategic questions mobile operators must answer in assessing m-payment opportunities.Sat, 01 Sep 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Power of IT_Diamond.pdfJeff Hughes, Sandeep Kothari, Kevin Johnson, Bob Kiep, and Alexander Sheynerhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Power of IT_Diamond.pdfCIOs have ample incentive to take the lead in addressing the IT power crisis. A multi-pronged approach can help organizations curb the runaway energy costs of operating a technology-dependent organization.Sat, 01 Sep 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Mobile Media Opps_Diamond.pdfHamilton Sekino, Jaime Singson, and David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Mobile Media Opps_Diamond.pdfDiamond's guide to teaming with wireless carriers to distributing mobile media and entertainment contentSun, 02 Sep 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Muni Broadband_Diamond.pdfChris O'Brien, John Erik Garr, Jack Rejtmanhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Muni Broadband_Diamond.pdfMunicipal leaders put millions of dollars at risk if they rely solely on current wireless standards to satisfy their constituents' broadband needs. Having a portfolio of options is a more prudent approach. Thu, 01 Nov 2007 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Choice Optimization_Diamond.pdfBill Abbott, Alex Mannella, Kyle McNamara, and Amaresh Tripathyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - Choice Optimization_Diamond.pdfIn collaboration with Prof. Ariely and through independent research, our findings have led us to propose a set of ideas and an approach to apply behavioral economics principles to improve online marketing. We refer to the use of behavioral economics to improve online marketing and sales as “Choice Optimization.”Sat, 01 Dec 2007 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/OutsourcingBPO2007_Diamond.pdfTom Weakland, Brian Tumpowskyhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/OutsourcingBPO2007_Diamond.pdfThis inaugural Diamond Business Process Outsourcing study asked 185 buyers of BPO services and 35 major providers of BPO services questions about spending, challenges, satisfaction, and performance measurement.Tue, 01 Jan 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CPG Overtures_Winter 08_Diamond.pdfMark Baum, Shaleen Devgun, and Brian Stuelpnerhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CPG Overtures_Winter 08_Diamond.pdfThe concept of Category Management has never been a precise discipline and many CPG companies struggle to develop effective strategies in this area. Companies seeking consumer insight in a particular category should recognize that some of the most valuable information can be derived by focusing efforts on what is happening with other categories in the store, and by understanding shopper context.Fri, 01 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Retirement Study 2008_Diamond.pdfAamer Baig, Paul Blase, Anand S. Raohttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Retirement Study 2008_Diamond.pdfDiamond finds new opportunities for financial services, insurance and healthcare firms in serving the health/wealth needs of retiring Baby BoomersFri, 01 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Risk Management_Diamond.pdfRachel Parker, Daniel Pitchenik, and Michelle Wilkeshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Risk Management_Diamond.pdfIn our experience, the critical difference between the victors and victims of market dislocations is the consistent investment in a risk assessment infrastructure and the institutionalization of firmwide risk management.Fri, 01 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - GBH Diamond.pdfMark Baum and Anbu Manihttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/INSIGHT - GBH Diamond.pdfGlobal Business Harmonization helps CPG companies eliminate complexity, thus promoting top-line growth while delivering sustainable bottom-line improvementsFri, 01 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Telematics_Diamond.pdfPaul Blase, Bob Kiep, Jeff Aliotta, and Tom Kavanaughhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Telematics_Diamond.pdfAutomotive telematics such as event data recorders, global positioning systems, and emerging innovations will present profitable new opportunities for insurers.Thu, 21 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Societe Generale_Diamond.pdfNalneesh Gaur, Jason Gaswirth, and Linda Najimhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Societe Generale_Diamond.pdfBanks that want to avoid being rocked by a Société Générale-scale fraud incident need to move beyond stop-gap measures and build a culture of operational risk management. Société Générale, which lost 4.9 billion euros at the hands of an alleged rogue trader, lacked three essential ingredients in establishing a resilient operational risk environment.Wed, 27 Feb 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Targeted Pricing_Diamond.pdfHamilton Sekino and David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Targeted Pricing_Diamond.pdfWireless carriers who want to increase their customer base at the expense of their competitors have little alternative but to develop differentiated offers. While pricing is one element of a targeted value proposition, companies run the risk of ultimately losing money if they do not undertake adequate preparation when launching new pricing plans.Mon, 03 Mar 2008 06:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Green Supply Chain_Diamond.pdfMark Baum and Darin Yughttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Green Supply Chain_Diamond.pdfMaking sense of the environmental buzz from the perspective of C-level executives, and understanding how it applies to their companies, presents an array of challenges. Becoming “green” is not only good for the environment and a company’s public image; it also should be perceived as a means to improve the company’s business operations and reduce the firm’s supply chain costs.Fri, 11 Apr 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Policy Admin Systems_Diamond.pdfMark Purowitz and Imran IIyashttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Policy Admin Systems_Diamond.pdfA modern, flexible Policy Administration System platform will soon be at the core of any successful insurance carrier. With this in mind, we have developed a segmented approach to PAS transformation designed to return incremental value early in the process and mitigate risk factors across the transformation’s long timetable.Fri, 11 Apr 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Candidate Healthcare Proposals_Diamond.pdfAndrew Rocklin, Tom Weakland, and Srinivas Velamoorhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Candidate Healthcare Proposals_Diamond.pdfThe burning issue of rising healthcare costs is critical to all candidates, so we can expect to see change in healthcare policy under any new administration.Tue, 15 Apr 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/UK Insurance Legacy Systems_Diamond.pdfScott Bauerhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/UK Insurance Legacy Systems_Diamond.pdfMarket demands are requiring U.K. insurers to change products and pricing with regularity and speed, but a legacy architecture transformation should not be solved through a Big Bang replacement. Incremental delivery is more practical and allows executives to see tangible value from the transformation sooner.Thu, 01 May 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Telecom Open Models_Diamond.pdfHamilton Sekino and David Gateshttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Telecom Open Models_Diamond.pdfWireless carriers can greatly stimulate data usage by opening their networks to different devices, platforms, and service providers, and opening their “walled gardens” to different content and applications. However, carriers must set themselves apart with more than simply network quality and access pricing.Thu, 01 May 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India Organized Retail_Diamond.pdfGaurav Govil, Rajesh Balaraman, and Vinod Nairhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/India Organized Retail_Diamond.pdfOrganized retail in India is expected to grow at an astronomical pace over the next four years, making it critical for retailers to differentiate themselves. Companies can create a competitive advantage by using a data-driven approach to better understand customers and their needs.Mon, 19 May 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/RFID 2008_Long-Term Potential_Diamond.pdfDarin Yug, Abhijit Patankar, and Steven Legninehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/RFID 2008_Long-Term Potential_Diamond.pdfWhile RFID continues to grow at a snail’s pace, C-level executives today need to adopt a long-term strategy, one that is focused on optimizing current operations and using existing technology infrastructure—while allowing room for growth and the adoption of RFID in the near future.Wed, 28 May 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CPG Overtures_Spring 08_Diamond.pdfMark Baum, Shaleen Devgun, and Brian Stuelpnerhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CPG Overtures_Spring 08_Diamond.pdfThe Sales & Marketing Agency (SMA) has evolved into an integrated partner for the CPG industry, playing a critically important role in the CPG and retail value chains. CPG companies that build strong relationships with SMAs can achieve considerable value, making it crucial to keep the agency’s capabilities in mind every step of the way—from the new product’s origination through its launch and in-market execution.Mon, 30 Jun 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CDI_Insurance_Diamond.pdfMarik Brockman and Oliver Halterhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/CDI_Insurance_Diamond.pdfCustomer Data Integration (CDI) projects within the insurance industry often present a simple, low-cost solution that can create a competitive advantage by helping to gain a deep understanding of the customer. The impact of centralized customer data can ultimately improving insurers’ top and bottom lines.Wed, 09 Jul 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Expense Mgmt 2pp_final.pdfAnthony Klickhttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Expense Mgmt 2pp_final.pdfThe expense management mandate in force at many banks is necessary. But how can institutions reduce costs while also improving service quality during uncertain times? Banks suffering from high efficiency ratios and low service quality ratings, in particular, face declines in both profits and customers. In the worst case, poor efficiency ratios can lead to liquidity concerns, takeover fears, and dissatisfied investors.Thu, 10 Jul 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Healthcare%20Informatics_Diamond.pdfRichard Findlay, Anwer Khan, Tom Weakland, and Weijia Yaohttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Healthcare%20Informatics_Diamond.pdfThe healthcare providers, patients, employers, and other decision-makers who rely on healthcare information face an overwhelming jigsaw puzzle of clinical data and processes. Greater access to information is generally a good thing, but too much information in the realm of healthcare can actually increase costs, create confusion, and lead to bad decisions.Fri, 29 Aug 2008 05:00:00 GMThttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Internet Savvy_Diamond.pdfMartin King-Davies and Rachel Armitagehttp://www.diamondconsultants.com/PublicSite/ideas/perspectives/downloads/Internet Savvy_Diamond.pdfU.K. banks underperform both major U.K. retailers and banks in many other countries in terms of customer service. With the proliferation of “direct” banking strategies, the “Internet-savvy” segment serves as a good place for U.K. banks to start turning around service quality through four specific improvement initiatives.