The One to One Manager: Real-World Lessons in Customer Relationship Management - Softcover

Peppers, Don; Rogers, Martha

3.55

29 ratings by Goodreads

9781841120935: The One to One Manager: Real-World Lessons in Customer Relationship Management

Softcover

ISBN 10: 1841120936 ISBN 13: 9781841120935

Publisher: Capstone, 2000

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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.

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Review:

In the fourth installment 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 organizations 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 program to connect with customers, how two clothing companies developed "mass customization" 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

From the Back Cover:

Critical Acclaim for Don Peppers and Martha Rogers:

Enterprise One to One:

"Five stars!"
--The Wall Street Journal

"First to map the uncharted new world of interactive business. Use it to unlock the immense potential value of your customers."
--Scott Cook, Chairman of the Board, Intuit

"Exceptional. We're basing our strategic planning on these principles."
--Larry Rosenberger, President and CEO, Fair, Isaac

"Look no further...a practical business model for operating in an online interactive world."
--Martin Nisenholtz, President, New York Times Electronic Media Company

"Destined to become the business field guide for the twenty-first century."
--Jim Kouzes, Chairman and CEO, TPG (Tom Peters Group) Learning Systems, and coauthor of The Leadership Challenge

The One to One Future:

"Book of the year."
--Tom Peters

"Peters was wrong. This is not the book of the year. It's not even the book of the decade. It's one of the two or three most important business books ever written."
--George Gendron, Inc. magazine

"Unusual insight into how marketers can serve each other and every consumer."
--Regis McKenna, author, consultant, Regis McKenna, Inc.

"A unique perspective on the fundamental structural changes that technology is already bringing to the real world of business competition."
--Esther Dyson, author, President, EDventure Holdings

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