Title: The One to One Manager: Real-world Lessons in Customer Relationship Management
Publisher: Capstone
Publication Date: 2000
Language: English
ISBN 10: 1841120936
ISBN 13: 9781841120935
Binding: Soft cover
Condition: Very Good

About this title

Synopsis

In The One to One Manager Don Peppers and Martha Rogers go behind the scenes to report on the challenges and solutions discovered by managers leading one-to-one efforts at organizations such as Xerox, British Airways, General Electric, Oracle, First Union, Hewlett-Packard and Levi-Strauss. They examine the day-to-day issues involved in setting up and running one-to-one initiatives through a series of inspiring interviews with executives on the front lines of the one-to-one revolution. The One to One Manager introduces you to the ground-breakers, the pathfinders, the explorers of a vast and rapidly expanding new universe of customer-focused business strategies.

Review

In the fourth instalment of their popular One to One series, Don Peppers and Martha Rogers examine a new aspect of the process they've defined and championed: the actual implementation of so-called customer-relationship management principles in pioneering organisations such as American Airlines, 1-800-FLOWERS, General Electric, and even the Carrollton, Texas, Fire Department. "This is not a fad. This is the reality of today's competitive landscape", they write in The One to One Manager. "The 'one-to-one future' is no longer the future. It's happening now." Using some two dozen examples, Peppers and Rogers show how a bank created a concierge-like programme to connect with customers, how two clothing companies developed "mass customisation" techniques to meet consumer demands cost-effectively, and how a software firm put on a "human face". The aggregate effectively demonstrates how some of today's more innovative enterprises are developing "individual relationships with individual customers", while offering practical advice for others who would like to do the same. --Howard Rothman, Amazon.com

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