Customer Strategy & CRM Articles

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

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Marketing Lessons from the Presidential Candidates
Marketing Lessons from the Presidential Candidates
It’s unquestionable that political campaigning in the 2016 U.S. presidential race is significantly different from previous races.
Meet Best Western’s Relationship Broker
Meet Best Western’s Relationship Broker
Best Western is creating ‘functional pathways’ into the company’s silos and fostering relationships along the way.
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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3 Innovative Ways to Handle Customer Service Exceptions
3 Innovative Ways to Handle Customer Service Exceptions
Here's how customer service can deal with unexpected situations in the contact center that don't require scripts.
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.

Thought Leadership from

Peppers & Rogers Group
Six Ways to Add Emotion to Customer Initiatives
Customers use emotion to guide their decision-making.