Rating: 
Summary: Highly Recommended!
Review: All too often, the customer gets lost within the intricacies of customer relationship management. Don Peppers and Martha Rogers bring the customer back into the equation in this fieldbook designed to help companies implement their one-to-one marketing strategies. The book addresses the very questions that bring companies to CRM in the first place: How do I know who my best customers are? How can I customize my service for my best customers? How do I get my customers to stay loyal? For its clearheaded answers to these difficult questions, we from getAbstract recommend this book to all readers
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Summary: Good web stuff
Review: Excellent section on turning your web into a selling machine
Rating:
Summary: Inspiring
Review: I read this book from cover-to-cover - a rare occurrence in itself - and found that the authors not only expressed their concepts and case studies in a compelling manner, but also created a wonderful blueprint for any company that is seriously interested in nurturing long-term customer relationships. It is a marvellous synthesis of Rogers and Peppers earlier works and deserves a place on every corporate manager's bookshelf. The only area that I would like to have seen addressed more thoroughly is that of the key (and often killer!) relationship between IT and other functions. Overall, however, this is a book that will inspire a new breed of competitive differentation. The authors not only support their information with a superb web site, but the information contained in this inexpensive book will save decision-makers tens of thousands of dollars in consulting fees.
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Summary: best reference book in marketing field(esp;adveting agency)
Review: I'm AE with advertising Agency in korea. Always I wonder what is a Customer Satisfaction ? This book leads me to the answer. I've Know 1to1 is not method but System. Company has a many division but it co-op is very poor. 1to1 tell the co-op between division&division and company&customer. I & Ourteam want to this book be not a bestseller but a steady seller
Rating: 
Summary: Good for the Mom and Pop outfit - not Fortune 500
Review: If you're looking for ways to start your 1 to 1 marketing or CRM program, this is where you should begin. This book is a practical guide on how to start and implement a 1 to 1 program.Every chapter includes lists and meeting notes for what to do at every step in the process. I wish I had this book when I began developing relationship marketing programs. With this book you are not alone in developing a 1 to 1 program. In addition, the book has a very valuable accompanying web site where you can print off the check lists and other helpful interactive tools. Before you buy the book you may want to look through their web site at 1to1.com. There you'll find more information on 1 to 1 marketing and CRM than anywhere else on the web. Martha Rogers and Don Peppers have truely shown that they are the masters of CRM in this book and their other titles.
Rating:
Summary: An outstanding effort by the premier thinkers in CRM
Review: If you're looking for ways to start your 1 to 1 marketing or CRM program, this is where you should begin. This book is a practical guide on how to start and implement a 1 to 1 program. Every chapter includes lists and meeting notes for what to do at every step in the process. I wish I had this book when I began developing relationship marketing programs. With this book you are not alone in developing a 1 to 1 program. In addition, the book has a very valuable accompanying web site where you can print off the check lists and other helpful interactive tools. Before you buy the book you may want to look through their web site at 1to1.com. There you'll find more information on 1 to 1 marketing and CRM than anywhere else on the web. Martha Rogers and Don Peppers have truely shown that they are the masters of CRM in this book and their other titles.
Rating:
Summary: A must read! Insightful, relevant, and easy to use
Review: Peppers, Rogers, and Dorf arm companies with a comprehensive toolkit not only in hardcopy but in an ingenious fieldbook web site (www.1to1fieldbook.com) exclusively created for readers of their latest book. These resources combined promise to help any enterprise design, build, and manage 1to1 programs successfully. This fieldbook offers practical tips and tricks to management teams trying to make the most use of customer information in the Interactive Age. Additionally, these 1to1 thought leaders have culled a tremendous resource of recommended reads at the end of each chapter. When you visit the Web-site, these summaries also include a link to online merchants where you can purchase a copy! Be sure not to miss the section dedicated to supplemental reads at the fieldbook web site, where specific chapters from seminal books by Peppers and Rogers are available electronically. Now you can quickly access key 1to1 content areas anytime, anywhere. You'll also find all sorts of other resources - from the Gap Analysis Tool to numerous spreadsheets - that will help you create strategies to compete in the Interactive Age. Anyone who wants to know how to strengthen customer relationship programs should buy this book. Actually, buy a book for each of your managers. You'll want all of them to have access to the fieldbook web site!
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Summary: Marketing intelligence everyone should use
Review: Rogers and Peppers have provided the ultimate framework to build a new way for your company to do business. Any customer-centric organization should have this book on hand.
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Summary: Practical handbook for managing customer relationships
Review: The authors call it a "book of lists" and that is how I use it - a valuable series of checklists for managing customer relationships better. Chapter two is called "Quickstart" and it has some compelling questions, example: find the customers who have complained about your product or service, more than once in the last year and babysit their orders, call them and check up on your progress". Just imagine that you were that customer and how much you'd appreciate that approach. For another book with some good checklists try Seth Godin's "Permission marketing" Chapters 4, 5 and 6 cover differentiating customers by value, interacting with them and customising. The "Rules of Engagement with Customers" on page 98 are interesting. These chapters stongly send you in the direction of different treatment for different customers. For another book with some new examples of best practice, take a look at Cram's "Customers that Count" Finally I recommend the section in chapter 11 on targeting sales force compensation and commission to retention of valuable customers. This is good practice in putting company strategies into effect. If this is of interest, also look at Burnett's "Handbook of Key Customer Relationship managment"
Rating:
Summary: Good for the Mom and Pop outfit - not Fortune 500
Review: The entire "one-to-one" concept is only feasible for small companies. Peppers and Rogers Group gives examples of "florists sending reminders of your mother's birthday" and "dry cleaners keeping your extra buttons" and so forth to retain customers (and eventually charge more for their services, becuase the customer is "locked in"), but these concepts don't translate to Fortune 500 companies. Ford Motor Company (one of PRG's clients) recently laid off 5,000 executives. You know their CRM campaign was out the door along with rented plants and weekly bagel breakfasts...see how many companies PRG gloated about in the past (Kozmo.com, mykidsbenefit, Mobshop, etc. etc.) are out of business. Plus PRG laid off a bunch of people of their own recently. Peppers and Rogers Group is definitely a fair weather friend to these large firms...
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