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The One to One Manager: Real-World Lessons in Customer Relationship Management
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Sales rank 1,192,182
Customers rating (based on 18 reviews)
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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 One to One Manager introduces readers to the groundbreakers, the pathfinders, and the explorers of a vast and rapidly expanding new universe of customer-focused business strategies. Among the fascinating pioneers profiled in this book, you will meet:-General Robert McDermott, the visionary leader who transformed USAA from an insurance firm mired in paperwork into an IT-savvy financial institution dedicated to meeting customer needs at warp speed-Richard Vague, the CEO of First USA, champion of the "trusted agent" model for building lifelong customer relationships-Nina Smith, a Xerox marketing executive blazing a trail through a forest of competing sales and distribution channels-Royal Bank of Canada's Anne Lockie, who melds her knowledge of technology with a keen awareness of human nature to create 1 to 1 relationships with millions of customers-Bruce Varner, a Texas fire chief who trains his fire fighters to treat local citizens as valued customersThese early adopters, scouts, and risk takers offer managers and executives invaluable lessons in their efforts to map a new business universe in which organizations and enterprises organize around customer needs. It is a universe in which companies compete at extreme velocity, racing to devise strategies that will lock in customer loyalty, raise profits, and avoid the trap of commoditization. A virtual roadmap to the business world of the future, The One to One Manager is the book executives and managers the world over have been waiting for.
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| Publisher | Broadway Business | | Release date | 01/2002 | | Availability | Usually ships in 24 hours | | Edition | Paperback |
| | List price | $15.95 | | Our price | $15.95 | | Used price | from $1 |
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 An easy-to-read, easy-to-use book of CRM
Good introduction to those wanting to improve the CRM in their respective work. I liked the simple writing. One of a set of good books in a series on Customer Relations Management. Don Peppers has shown CRM in a very realistic light with this series. Recommended.
Building Customer Relationships.
Peppers and Rogers show convincing reasons why customer relationships are important in today's environment. Mass production is no longer the norm and by fostering meaningful relationships with our customers, we grow the trust with our valued customers. If we don't, our organizations dies from a thousand small cuts. Companies may not die immediately, but if they don't use these principles, they face an ineviable decline.
The authors detail some pertinent cases from their own background on the 1to1 relationship building in different companies. This shows the meaning of true customer relationship management. Several examples are given where a company uses the Internet to increase their customer relationship management. As one reviewer stated, nothing is really new in this book, but many companies are still not using these methods to further their customer relationships. This is an OK read, with many good examples thrown in.
 This is NOT the book the title suggests
There is nothing in this book for a manager. I was hoping to see application of the ideas of 1-to-1 to employees instead of customers. A lot of similar benefits could be reaped. There is also virtually nothing about managing in a 1-to-1 company, or instituting that kind of change as a manager.What this book has is a number of marginally interesting mini-case histories "caselets" that convey only the basics of what was done, and nothing about the thought process used to develop the ideas or the issues that came up and were addressed in the implementation. A book with a quarter of the cases, but with substantially more detail would have been much more useful.
i want my money back
I'm really surprised the authors became so famous as the new gurus of CRM or 1to1 marketing. This book is just a collection of superficial case studies but it says nothing on the technologies used, the real problems companies had to face when they implemented CRM programs. This is just a book for high school kids or sunday newspaper readers who want know more about CRM without getting into the details. Not worth the money and absolutely simplistic.
Packed with Knowledge!
Essentially a collection of best practices for customer relationship management, this edition of the best-selling one-to-one marketing series is bound to set your managerial brains turning in new directions. We [...] highly recommend this book as a straightforward introduction to the CRM philosophy. Peppers and Rogers never get bogged down in impossibly complex technological solutions. Instead, they explain why CRM is an important tool, what it can accomplish and how to implement it. So before you meet with any consultants, read this book.
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