"Information technology is changing the way businesses manage sales forces and customers. [Managers] now carry a laptop and links to some very expensive data systems. As firms incur these expenditures, they need a guiding philosophy. This book lays out, clearly and passionately, a vision for B2B customer relationship management systems."
JON DEIGHTON, THE HAROLD M. BRIERLEY, PROFESSOR OF BUSINESS ADMINISTRATION, HARVARD BUSINESS SCHOOL
PRAISE FOR THE ONE TO ONE FIELDBOOK
"If your company is launching a customer-focused strategy, give this book to all of your transition players - it sets the agenda."
PRAISE FOR ENTERPRISE ONE TO ONE
THE WALL STREET JOURNAL
"Look no further... a practical business model for operating in an online interactive world."
MARTIN NISENHOLTZ, PRESIDENT, THE NEW YORK TIMES ELECTRONIC MEDIA COMPANY
PRAISE FOR THE ONE TO ONE FUTURE
"Book of the Year."
"Unusual insight into how marketers can serve each other and every customer."
REGIS MCKENNA, AUTHOR, CONSULTANT, REGIS MCKENNA, INC.
Globally respected thought leaders, futurists, and management consultants, DON PEPPERS and MARTHA ROGERS, Ph.D., are the authors of four business best sellers: The One to One Future, Enterprise One to One, The One to One Fieldbook (Co-authored with Bob Dorf), and the One to One Manager. Their company, Peppers and Rogers Group, is the worlds pre-eminent customer-focused management consulting and training firm, with offices on six continents and dozens of B2B and B2C arenas.
Before teaming up with Dr. Rogers, Don Peppers was a celebrated Madison Avenue rainmaker and CEO of a major direct marketing agency. Martha Rogers is adjunct professor at the Fuqua School of Business at Duke University and leads multiyear, multi-million-dollar research efforts in the emerging CRM field.
"..undoubtedly find invaluable insights." (Information Age, January 2002
From Publishers Weekly
Using five detailed case studies, the authors of the bestselling One to One series examine the challenges and opportunities posed by the technological advances of todays "real" economy (an amalgamation of the new and old economies) for companies that sell goods or services to other businesses (B2Bs). Unlike B2Cs, which may serve millions of consumers, B2Bs often have a few large customers who make infrequent purchases of high-ticket services or items. B2Bs that are able to deepen their customer relationships (e.g., getting beyond the purchasing agents to understand the various customers within the customer organization, "helping clients manage themselves," "basing the sales process on educating and training customers") have the potential to become irreplaceable. Customers may even be willing to pay more over time for the services of a B2B that truly understands and can meet their specific needs. Its unfortunate that Dell is the only household name among the companies here; the impact of the other case studies may be diminished because readers arent familiar with them or their products (i.e., Lifeway Church Resources and onvergys, the worlds largest billing and management company). Although Peppers and Rogerss thesis may sound simple, theirs is not a primer for fledgling Internet companies. Indeed, the profiles and the authors approach to problem solving are so analytical and comprehensive that all but the most experienced B2B managers and executives may find the material daunting. Still, there is a great deal of practical value here for those willing to invest the time. Agent, Rafe Sagalyn.(On-sale: May 15)