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

In The One to One Manager, visionary authors Don Peppers and Martha Rogers, Ph.D., go behind the scenes to report on the challenges and solutions discovered by managers leading 1 to 1 efforts at organizations such as Xerox, General Electric, Oracle, First Union, Hewlett-Packard, USAA, Levi Strauss, and British Airways. Filled with in-depth interviews with executives on the front lines of the 1 to 1 revolution, and based on more than two dozen case histories from companies around the world, The One to One Manager examines the actual day-to-day issues involved in setting and running 1 to 1 initiatives. The book introduces readers to pioneers of customer-focused business strategies and shares lessons from early adopters and risk-takers. It is a roadmap to the business world of the future that helps organizations compete at extreme velocity by fostering customer loyalty, raising profits, and avoiding commoditization.