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Peppers and Rogers Group


Recent Articles about Peppers and Rogers Group

Leveraging The Economy of Trust

Powered by the Internet, the information age has arrived, and with it has come a relationship revolution in business. Today's companies are interacting wi...  Read more

Four Strategies for Maximum Profitablity Via the Consumer Direct Channel

The consumer direct (CD) channel -- products and services delivered to customers through catalogs, telemarketing, interactive TV, kiosks, Web sites, or mo...  Read more

Why CRM Initiatives Fail and What You Can Do About It

Over the last several months, there's been a lot of debate about the validity of CRM as a business strategy. Gartner Dataquest recently found that as many...  Read more

Solving the Opt-in/Opt-out Debate

It's time to adopt a one-to-one system that protects customers' privacy and adds to company coffers.  Read more

Solving the Opt-in/Opt-out Debate

It's time to adopt a one-to-one system that protects customers' privacy and adds to company coffers.  Read more

Web Awards 2000: Judges

A list of the judges of the 2000 Inc. Web Awards.  Read more

Thank You for Sharing

A consulting group learns to exploit its information riches by weaving a sophisticated intranet into workers' lives.  Read more

Why Customer Buy is More Important than What They Buy

Conducting "needs" segmentation: knowing why a customer buys, can do more to help increase customer value than studying behavior: knowing what a customer ...  Read more

One-to-One Marketing on the Web

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Where Is Your Business On the Insistence Scale?

Customers always had, and always will have, choices. Dissatisfaction with goods and services results in spending migration, compounded with ease of access to...  Read more

Are Personalization and Privacy Really at Odds?

As more companies jump on the personalization bandwagon, they're finding that personalization and privacy aren't necessarily strange bedfellows.  Read more

Are Personalization and Privacy Really at Odds?

Today's companies treat different customers differently for one basic reason: because they can. The technologies that enable personalization have only rec...  Read more

Transformations: No Baby Steps

The Web still offers companies an opportunity to reinvent themselves.  Read more

Transformations: No Baby Steps

The Web still offers companies an opportunity to reinvent themselves.  Read more

Off the Record: A Candid Exec on the CRM Culture Shift

Implementing a CRM strategy that gets results inevitably involves winning over the hearts and minds of employees; and arguably the most difficult step of ...  Read more

Identifying the Customer-Focused Executive

Whether CEO, CMO, or CCO (chief customer officer), relationship-savvy execs have a lot in common.  Read more

High-Test Education

A training program that really beefs up profits.  Read more

Small Steps, Big Returns: Building Your CRM Vision in Increments

Companies have discovered that they can continue to invest incrementally in one mission-critical business strategy -- Customer Relationship Management (CRM) ...  Read more

Strategies for Identifying Your Best Customers

Learn more about your customers and use that knowledge to leverage a competitive advantage.  Read more

How About A Little One To One For Your Toaster? Enter Device Relationship Management (DRM)

Just when you thought the alphabet soup of CRM terms couldn't possibly get any thicker, along comes a new flavor to add to the broth: Device Relationship ...  Read more

Is Barry Bonds Hitting CRM Home Runs Too?

The San Francisco Giants baseball team recently hit a CRM home run with a personalized, e-mail marketing campaign aimed at the 25,000 members of its Rewar...  Read more

How to Benchmark Sales-and-Marketing Budgets

Here's how to determine the percentage of gross revenues you should budget for sales and marketing. Includes a look at what large companies spend and nationa...  Read more

The 2001 Inc Web Awards: Winners

The winners of the third annual Inc Web Awards.  Read more

The 2001 Inc Web Awards: Winners

The winners of the third annual Inc Web Awards.  Read more

A Mid-Sized Retailer Goes One to One

Independent grocer Green Hills Farms combines old-fashioned hospitality and some newfangled one-to-one marketing to compete with the big supermarket chains.  Read more

Search

"The greatest business book ever," and more.  Read more

Customer Service Tips from an Expert

Martha Rogers knows customer relationship management. Rogers is a judge for the Customer Service category of the Inc. Web Awards 2000, a founding...  Read more

Web Awards 2000: Customer Service

Treating each customer as an individual won Ives Development second place in the Customer Service category of the 2000 Inc. Web Awards.  Read more

Web Awards 2000: Customer Service

Treating each customer as an individual won Ives Development second place in the Customer Service category of the 2000 Inc. Web Awards.  Read more

CIC 101: Enhancing the Customer Experience

Telephone-based retailer QVC saw $3.9 billion in sales in 2001. So why is it investing in its contact center?  Read more

Managing One-to-One

Operating under the premise that no two workers are alike, companies that are practicing one-to-one management are figuring out what makes each of their empl...  Read more

Show me the ROI

When it comes to customer-based strategies, it's tough to find a Financial Services Provider as strongly committed as Royal Bank of Canada (RBC). Since it...  Read more

Fanatics!

During these soft economic times, small businesses are uniquely positioned to offer something that many lumbering giants can't: peerless customer service. He...  Read more