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Marketing, Sales and Customer Service Consulting
This page includes recent content published by Monadnock Research about providers of marketing, sales and customer service consulting services.
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Deloitte Acquires Mobile Agency, Ubermind
Monadnock Research - 6 January 2012
Deloitte has closed a transaction acquiring Seattle-based mobile strategy, engineering, design and creative talent consultancy Ubermind. Deloitte says Ubermind works with companies to transform the way they use and present their brand through mobile devices, employing disruptive technologies to create mobile applications designed to both strengthen brand and transform the business. The transaction also brings to Deloitte a portfolio of proprietary frameworks and methodologies that are customized to the mobile development lifecycle. Ubermind CEO Shehryar Khan and company founder Donald Brady will join Deloitte Consulting as principals. (295 words) . . . More
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P&G Awards Ernst & Young and Infosys for Supplier Excellence
Monadnock Research - 10 November 2011
MR - P&G conferred its highest supplier honor, Business Partner of the Year, upon Ernst & Young, Infosys, and 10 other companies for 2011. E&Y was honored for its non-audit advisory work. P&G has more than 75,000 suppliers globally. This year under 1% of its partners were among those selected for awards. Business partners consistently performing at high levels within P&G's internal performance management system earned an Excellence Award. A total of 86 external partners were recognized this year. Beyond Business Partner of the Year recipients Ernst & Young and Infosys, 12 firms providing consulting services as part of their offering were also 2011 Excellence Award recipients. (450 words) . . . More
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Consultancy Marketing Deal Brings down Publisher of the Wall Street Journal Europe
Monadnock Research (Vol IV, No 39) - 3 Nov 2011
MR - Andrew Langhoff, Managing Director of Dow Jones & Co. Europe, Africa and the Middle East, and publisher of the Wall Street Journal Europe, stepped down recently after an internal investigation found that a marketing deal signed with Ann De Jaeger, and the HR strategy firm where she serves as a Partner, cast the editorial integrity of the WSJ Europe into question. Ann De Jaeger's firm, the Executive Learning Partnership, also purchased a large number of newspapers as part of the deal, which had the effect of inflating circulation numbers. The WSJ Europe published two articles on 14 March 2011 and on 14 October 2010 that appeared to be legitimate editorial content, but were associated with the marketing partnership, and for which Dow Jones had been compensated. This Research Note includes details on the Dow Jones case, and our perspective on why it's important for clients to vet the intrinsic value of thought leadership content, and not simply take it at face value. (905 words) . . . More
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EC Commissioner Barnier Considers Prohibiting Auditors from Offering Consulting
Monadnock Research (Vol IV, N 21) - 1 July 2011
MR The EC Commissioner for Internal Market and Services, Michel Barnier, addressed a conference of the Federation of European Accountants on 30 June, and advocated for a number of auditor regulatory changes that could include a total ban on audit firms providing consulting services and mandated rotation of auditors. Barnier is the EC official responsible for the Internal Market and Services Directorate General and Office for Harmonization in the Internal Market. Speaking before the federation of European CPA's Barnier intimated that he believes the regulatory environment for auditors in Europe is deeply flawed and in need of reform. He proposes the EC focus on: auditor independence issues; opening of the audit services market; and a more integrated European auditor regulatory and certification environment. The issue of auditors offering consulting and advisory services was addressed in his remarks. He believes that a key factor that fuels excessive familiarity between auditors and their clients lies in providing too many consulting and non-audit advisory services. Barnier asks, "How can we view an auditor as independent when the firm also advises the client in the area of strategy?" Research Note includes translation and interpretation of key points from speech associated with consulting. (865 words) . . . More
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Location-Based Rating Schemes for Consulting Services
Monadnock Research (Vol IV, No 13) - 28 Apr 2011
MR - Some firms are willing to negotiate location-based rating schemes for strategic clients. So what are the average differences in rates for work provided exclusively at the client site when compared to rates for the same work provided at the firm site? Monadnock Research recently concluded an analysis of location-based rating (LBR) from more than 30 consulting firms that proposed 56 separate LBR schedules. Our study included analysis of 242 rate structures from 153 large and very large consulting firms providing services to the U.S. public sector to find those 56 schemes. Of the 153 firms, discounts were offered by 34 firms, primarily by level of professional providing services exclusively from the client facility. The study included rating schemes for IT Consulting, Management Consulting, Financial and Business Advisory Services, Human Resources Consulting, and Marketing Consulting. Research Note includes 2 graphics and firm-level rate analysis for the 34 firms and 56 LBR schedules. (840 words) . . . More
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Prophet Acquires German Consultancy Noshokaty, Doring & Thun
Monadnock Research - 27 January 2011
MR - Strategic brand and marketing consultancy, Prophet, has acquired German management consulting firm Noshokaty, Doring & Thun (NDT). NDT's service offerings include strategic marketing, branding, general business strategy, co-operations/branded partnerships, digital and social media strategy and transformation. Tosson El Noshokaty, Jan Doring, and Simon Thun become members of Prophet's European leadership team, effective immediately. (375 words) . . . More
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North Highland Buys Insight Solutions Group
Monadnock Research - 5 Jan 2011
MR - North Highland has expanded its penetration within the Midwest U.S. region with the acquisition of Insight Solutions Group, a Minneapolis-based management consulting firm. North Highland now has twenty U.S. offices. Insight Solutions Group provides services in the areas of strategy and planning; project and program management and analysis; and other management consulting services. The firm has served medical device clients and healthcare providers, retailers, financial institutions, and higher education clients, as well as public service organizations. It began doing business under the North Highland name this month. (435 words) . . . More
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Publicis Acquires Healthcare Consulting
Monadnock Research - 27 December 2010
MR - Publicis Groupe has acquired Healthcare Consulting, a strategic marketing consultancy. Headquartered in Paris, with an office in New York, the firm has been rebranded Publicis Healthcare Consulting. The firm provides strategic marketing services to healthcare and pharmaceutical companies. Its five centers of expertise are market access; promotion and distribution; emerging markets; research and technology transfer; and new industrial actors. Publicis has made a number of healthcare sector transactions in the in 2010, including In-Sync (North America), Resolute and Elevator (U.K.), and Digital District (Germany). (425 words) . . . More
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Peppers & Rogers Group Acquired by TeleTech
Monadnock Research - 1 December 2010
MR - TeleTech Holdings has acquired an 80 percent interest in sales and marketing consulting services boutique, Peppers & Rogers Group. Management will retain a 20 percent interest in the firm, which will continue to operate independently. Since its founding in 1993 by Don Peppers and Martha Rogers, the consultancy has established itself as one of the leading authorities for large organizations on building customer-centric strategies that incorporate a deep understanding of the levers that drive customer loyalty and business results. TeleTech and its subsidiaries provide outsourced business process services to large global companies, delivering technology-based sales, marketing, and customer support services in the areas of revenue generation, innovation, learning, customer experience transformation, and business process optimization. The organization will have around 42,000 staff and $1.1 billion in 2010 revenues, and will serve clients through operations in the U.S., Argentina, Australia, Brazil, Canada, China, Costa Rica, Belgium, Germany, Malaysia, Mexico, New Zealand, Ireland, Scotland, Spain, Turkey, Kuwait, Dubai,. South Africa, and the Philippines. (745 words) . . . More
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Roland Berger Terminates Discussions with Deloitte
Monadnock Research - 21 November 2010
MR - Munich-based Roland Berger Strategy Consultants has decided not to join forces with Deloitte. The Financial Times reported that a vote against the combination was carried by a Roland Berger partner margin of close to 100 percent. Given the overwhelming lack of support within the Roland Berger partnership, it is surprising that the negotiations made it as far as it did before falling apart. Partners from 26 countries voted for internationalization of the firm at the summer 2010 management meeting. The Deloitte combination would have financed that. The Times is reporting that Roland Berger partners now plan to finance the global expansion from their own funds, including a 50 million euro contribution from Roland Berger himself, who is now the firm's Honorary Chairman. (381 words) . . . More
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Accenture to Acquire German CRM Software and Consulting Services Firm, CAS; Accenture Software Expansion Continues
Monadnock Research - 20 November 2010
MR - Accenture has agreed to acquire Computer Anwendungs-und Systemberatung AG (CAS), based in Kaiserslautern, Germany. CAS is a leading international provider of customer relationship management (CRM) and mobility software focused on retail execution and trade promotions for the consumer products industry. Accenture says the acquisition will enhance its ability to help consumer products companies improve in-store strategies through more effective and efficient retail execution. It will also expand the offerings of Accenture Software, which focuses on the development, maintenance, and support of industry-specific software, with more than 40 applications in its portfolio today. Accenture plans to retain the CAS brand and CAS's headquarters and development center in Kaiserslautern, Germany, will continue to focus on application development for the consumer goods and services industry. CAS also has locations in the U.K., U.S., and Australia. More than 200 consultants and software developers are expected to join Accenture when the acquisition closes, which is anticipated within 60 days. (575 words) . . . More
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PwC to Launch Global Rebranding
Monadnock Research - 16 September 2010
MR - PricewaterhouseCoopers has updated its branding. PwC says the new look includes a simplified logo with the initials "pwc" in lower-case type. PwC expects the formal shortening of the name to provide consistency and simplicity for member firms, and a more unified presentation across its global network. "PricewaterhouseCoopers" will remain the full legal name globally, and will be the name used to sign audits. The new logo was designed to be easier to use and better suited for digital and online use. The new identity will be formally introduced globally on 20 September 2010 when PwC's websites will be re-launched. (380 words) . . . More
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UK's Independent Offers Scathing Editorial on Management Consulting Practices
Monadnock Research (VIII N33) - 20 August 2010
MR - Johann Hari has offered a scathing report of management consulting in an opinion piece in the UK's Independent entitled, "The management consultancy scam." We cite it here to offer a heads-up to readers that might find themselves fielding questions about the assertions proffered by Hari as notorious norms, and not isolated examples of dubious firm practices. The Hari piece quotes "Ripoff" author David Craig and "Management Myth" author Matthew Stewart. The article also refers to Craig's recommendation that clients should tie fees to outcomes. MR's perspective reiterates highlights of our past recommendations and what to look out for with performance-based alternative fee structures, and how to structure those agreements. (440 words) . . . More
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Apple Global Supply Manager and Accomplice Indicted in Alleged $2.5 Million International Kickback Scheme Involving Six Suppliers
Monadnock Research (VIII N32) - 19 August 2010
MR - Paul Shin Devine, a California-based Apple Computer Global Supply Manager, and Andrew Ang of Singapore, were charged in a 23 count indictment that alleges the two orchestrated a procurement kickback scheme. Devine worked on the side as a consultant, most recently through his consultancy CPK Engineering, selling trade secrets and favorable treatment to prospective Apple suppliers. One of Devine's alleged clients, Cresyn Co. of South Korea, claims that it was under the impression its consulting agreement was directly with Apple. Devine, who is facing wire fraud and conspiracy charges and lives in Sunnyvale, Calif., was arrested and made his initial appearance in U.S. Federal Court on 13 August. In addition to wire fraud and conspiracy, the grand jury charged Devine with money laundering and engaging in monetary transactions with criminally-derived property. The alleged kickback scheme dated back to February 2007 or before, through August 2010. The charges hold stiff penalties for Devine, which could be up to 430 years in prison, $6.75 million in fines, and additional restitution and damages realized by Apple. (Research Note includes copy of complaint. 710 words) . . . More
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Maconomy Acquired by Deltek
Monadnock Research - 20 July 2010
MR - Professional services industry ERP software and services firm Deltek has completed its acquisition of Danish competitor Maconomy A/S. Maconomy serves approximately 600 clients in more than 50 countries worldwide. The combined firm has domain expertise in the professional services software space with close to 13,000 clients globally in management and IT consulting; architecture, engineering and construction consulting; advertising and public relations; accounting; and legal services. (565 words) . . . More
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McKinsey and Nielsen Form Joint Venture, NM Incite
Monadnock Research - 14 June 2010
MR - The Nielsen Company (Nielsen) and McKinsey & Company have formed a global joint venture, NM Incite, to help leading companies harness the power of social media intelligence to drive business performance. The firms say NM Incite "gives companies the capabilities to better understand, value, and take advantage of the rich insights made possible by social media." NM Incite builds upon Nielsen BuzzMetrics' social media and online brand metrics, consumer insights, and real-time market intelligence to help clients transform their product development, marketing, communications, and customer service efforts. The entire BuzzMetrics organization is being merged into NM Incite. (1,005 words) . . . More
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The Incoherence Penalty: Strategy Development Shouldn't Start with the Market
Booz & Company and HBR- 6 June 2010
Booz & Company - Strategy development typically follows a well-worn path from the market back to the boardroom, focusing first on external positioning and opportunity, as opposed to internal capabilities. The results are often disappointing, according to Booz & Company's Paul Leinwand and Cesare Mainardi in their Harvard Business Review article "The Coherence Premium." According to Booz, many of the world's market leaders - from Procter & Gamble to Coca-Cola to Mars and its Wrigley division - wind up benefiting from a measurable and proven "coherence premium." A company becomes coherent when its system of three to six capabilities is consciously chosen and implemented to support a focused strategic purpose and is aligned with the right product and service portfolio. Coherent companies have no problem answering these questions: How are we going to face the market? What capabilities do we need? What are we going to sell, and to whom?(1,325 words) . . . More
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Lilly Recognizes ZS Associates with Service Provider Award
Monadnock Research - 24 May 2010
MR - ZS Associates was recently presented with the 2010 Lilly Global Sustained Supplier Award by biopharmaceutical company Eli Lilly and Company (Lilly). ZS says the award recognizes the firm's contribution toward helping Lilly make a measurable impact on corporate priorities by delivering exemplary quality, speed, service, and cost savings through its consulting engagements. ZS is one of the largest global firms focused on sales and marketing advisory, with 1,300 professionals serving more than 700 clients globally. Editorial Note: Your peers would like to hear examples of consulting excellence like this, and we will pass the word. Please share your stories via the Monadnock Research Contact page. (355 words) . . . More
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Design Consultancy Moto Agrees to be Acquired by Cisco
Monadnock Research - 18 May 2010
MR - Cisco has reached an agreement to acquire privately held design consultancy MOTO Development Group. San Francisco-based MOTO develops products and product strategies for Fortune 500 companies and start-ups serving the consumer industry. Cisco says MOTO's consultants will be employed internally to complement its own staff and enable Cisco to rapidly scale its consumer product development road map. (300 words) . . . More
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Accenture Acquires Certain Assets of CadenceQuest
Monadnock Research - 18 May 2010
MR - Accenture has entered into an agreement to acquire the retail sector software assets of CadenceQuest, a privately-held Arlington, Va.-based software and consulting services firm. The firms say that CadenceQuest's capabilities will combine with Accenture Interactive's data mining, analytics and business intelligence competencies to enhance the delivery of on-demand, real-time customer insights that can be used to support the development and execution of customer loyalty, merchandising and marketplace strategies for companies across multiple industry sectors. Accenture Interactive will expand the reach of CadenceQuest's services beyond North America into new geographies, initially including Asia, the U.K., and continental Europe. (825 words) . . . More
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MCA Publishes Latest Firm Benchmark Statistics Report
Management Consultancies Association - 1 May 2010
MCA - The U.K.'s Management Consultancies Association (MCA) has just published its 2010 UK Consulting Industry Statistics Report. The 30 page report has been published annually since 2002, and provides a comprehensive analysis of the state of the U.K. consulting industry, with year over year trends by service line and sector. In another recent MCA research report, "From Recession to Recovery," the breakdown in 2009 client work by service line included only 2 service line increases. Business process reengineering services increased by 5 percent and HR services increased by 6 percent. All other service areas for U.K. member firms experienced declines in client spending, led by strategy consulting, which was down by 23 percent; program and project management work, down by 10 percent; outsourcing advisory, down 8 percent; IT consulting, and economic and environmental consulting, down 6 percent; change management, down 5 percent; financial advisory, and marketing and corporate communications, down 4 percent; and operations consulting down by 1 percent. Monadnock Research Consulting Industry NewsWatch subscribers receive a 5 percent discount on all MCA reports and subscription services. Just enter the discount code "Monadnock2010" when prompted to do so at: www.mca.org.uk. (572 words) . . . More
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2010 Global Consulting Firm Rate Study Launches - Free to Participants
Monadnock Research - 25 February 2010
Monadnock Research announces its comprehensive research program for 2010 consulting firm rates. The study will be the largest negotiated client rate study ever conducted. Participation is free and confidential. Statistical results will be aggregated and reported in a final series of 500+ page reports by industry that will be made available only to participants. . . . More
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Ketchum Launches New Change Management Advisory, Ketchum Pleon Change
Monadnock Research - 11 February 2010
MR - Ketchum has launched a change management consultancy, Ketchum Pleon Change (KPC), which will be led by David Rockland, CEO, and Ralf Langen, President. The new firm combines Pleon's Change & Transformation practice and Ketchum's Stromberg Consulting unit, and will service clients globally from offices in Atlanta, Chicago, New York, London and Munich. This comes six months after Ketchum and Pleon announced their agreement to merge. The firm now operates as Ketchum globally and as Ketchum Pleon in Europe. (715 words) . . . More
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Kantar Retail Forms Retail Insights and Consulting Business
Monadnock Research - 10 February 2010
MR - Cannondale Associates, Glendinning Management Consultants, Management Ventures, and Retail Forward have combined operations to form Kantar Retail. Kantar, a WPP company, will focus the four niche firms on transformational insights, strategic consulting, and capability-building for global retail marketplace (855 words) . . . More
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Consulting Client Insights: Accenture Senses Recovery; Terminates Woods' Sponsorship
Monadnock Research (VII N55) - 18 December 2009
MR - Accenture is seeing signs of an economic recovery, with early indications coming from its global consulting practices. The turnaround is taking hold, to some degree, horizontally across the firm's consulting groups. Revenues before reimbursements for Q1 F2010 were $5.38 billion, a decrease of 11 percent in U.S. dollars and 12 percent in local currency from the same period in 2009. Net consulting revenues were $3.12 billion, a decrease of 15 percent in USD terms and 16 percent in local currency. Accenture forecasts year-over-year consulting revenue growth in the second half of 2010 in the range of high single to low double digits. Utilization for the first quarter was 88 percent, with attrition for the quarter at 12 percent. The firm also terminated its 6-year relationship with Tiger Woods this week, saying he was "No longer the right representative for [Accenture's] advertising" (includes Accenture CEO's perspectives on fees and market trends - 905 words). . . . More
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Strategic Diversification of Mid-Market Companies the Top Priority for Engaging Consultants and Advisors
Clemente Comm. (VII N54) - 9 December 2009
Clemente - Forty-five percent of U.S. middle-market companies say the process of "strategic diversification" is a main driver for retaining consultants and other professional services firms, according to the findings of a recent study by Clemente Communications. More than 36 percent rank complications in R&D/new product development as a primary concern, and nearly 33 percent voice fear about delays in new product launches. More than 72 percent of client organizations plan to evaluate three or more firms before making an engagement decision (455 words). Purchase 80 page report here: http://www.monadnockresearch.net/products/item34.cfm . . . More
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American Express Launches Strategy Advisory and Market Research Unit, Business Insights
Monadnock Research - 19 November 2009
MR - American Express has launched American Express Business Insights, a new analytics and consulting organization that proposes to help business clients develop better-informed marketing strategies. Business Insights' services are based on the experience of American Express across its global 127 markets. Business Insights also offers a suite of quarterly benchmarking reports that provide spending trend analysis. The firm will operate within the American Express Global Merchant Services unit. . . . More
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High Street Partners Forms Strategic Alliance with ICS Consultores
Monadnock Research - 20 October 2009
MR - High Street Partners (HSP) has formed a strategic alliance with ICS Consultores of Costa Rica. The alliance is expected to offer HSP clients in North America and Europe enhanced support in Latin America. ICS is an independent member of Baker Tilly International, and a founding partner of Tax & Labor Central America. . . . More
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Adecco to Acquire MPS Group for $1.3 Billion
Monadnock Research - 20 October 2009
MR - The MPS Group, a leading provider of specialty staffing, recruiting, and consulting services, has entered into a definitive agreement to be acquired by the Adecco Group for $13.80 per share in an all cash transaction valued at around $1.3 billion. The MPS Group Board unanimously approved the deal. The transaction will expand Adecco's professional staffing services in IT, finance, accounting, law, engineering, marketing, creative, property, and healthcare. . . . More
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