Customer Strategy & CRM Articles

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

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Dissecting the Science of Customer Experience
Dissecting the Science of Customer Experience
Customer experience decisions can no longer be left to gut instincts.
Engaging the Millennial Patient
Engaging the Millennial Patient
It’s official: Millennials are now America’s largest living generation.
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.
New Customer Retention: A Fundamental in Retail Financial Services
SPONSOREDNew Customer Retention: A Fundamental in Retail Financial Services
New customer churn is endemic to banks. Here’s how to reduce the number of customers who churn within the first two years.
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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DIY Self-Service Best Practices
DIY Self-Service Best Practices
Here are seven best practices for optimizing your customer self-service model.
E-commerce Sales Tools that Are Shaking Up Business
E-commerce Sales Tools that Are Shaking Up Business
From SMS–based concierge services to unparalleled personalization, retailers are using innovative tools to make online shopping contextual, easy, and convenient.
Inside Dell’s Customer Experience Road Map
Inside Dell’s Customer Experience Road Map
The past few years have been rough for Dell.

Thought Leadership from

Peppers & Rogers Group
Banana Republic Prepares for the Future Culture of Retail
Banana Republic implemented a ‘growth mindset’ in order to encourage its leaders to take risks and better themselves within the evolving retail industry.