Customer Strategy & CRM Articles

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

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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.
The Secret to Virtual Teams that Thrive
The Secret to Virtual Teams that Thrive
This isn’t your grandfather’s workplace.
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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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.
The Economist Plans for a Digital Future
The Economist Plans for a Digital Future
The Economist, the 173-year-old London-based news publication, is ramping up on digital data management as it prepares for a future where most of its readers could come from digital channels.

Thought Leadership from

Peppers & Rogers Group
Capturing the Voice of the Customer Extends Well Beyond Surveys
Mix and match insight from a variety of customer feedback tools.