Customer Strategy & CRM Articles

1to1 Media's Weekly Digest is an online publication dedicated to covering customer-centric business strategies.

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Should You Catch the Virtual Reality Wave?
Should You Catch the Virtual Reality Wave?
It’s not yet the age of virtual reality, but more and more marketers are dipping their toes into the technology.
The Wharton Customer Analytics Initiative Plays Matchmaker
The Wharton Customer Analytics Initiative Plays Matchmaker
Welcome to the age of customer analytics.
Designing the Intelligent Contact Center
Designing the Intelligent Contact Center
In this In Action guide, find out how to detect customer trends and patterns, cultivate lasting relationships, and even reduce operational costs in the contact center.
Driving Change: Addressing 5 Roadblocks to Omnichannel Engagement
Driving Change: Addressing 5 Roadblocks to Omnichannel Engagement
In this 1to1 Media webinar, Don Peppers, founding partner of Peppers & Rogers Group; and Marci Maddox, senior director of product marketing for Customer Experience Management (CEM) at OpenText, discuss how to overcome the five most common organizational roadblocks that prevent true end-to-end customer engagement.
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Mastering 4 Key Customer Experience Competencies
Mastering 4 Key Customer Experience Competencies
Understanding these four activities can help B2B firms drive customer centricity throughout their enterprises.
Automate or Humanize? The Great Customer Service Debate
Automate or Humanize? The Great Customer Service Debate
Humans versus robots.
Breaking the Rules
Breaking the Rules
The head of CRM for dm-drogerie markt discusses the challenges in flipping the organization’s channel-specific marketing approach.

Thought Leadership from

Peppers & Rogers Group
The Hidden Obstacle to Great Corporate Culture: Unconscious Bias
Many of the attitudes and behaviors of people will be unconsciously influenced. This can be both useful and hindering, so understanding this is paramount.