by Don Peppers, Martha Rogers · Crown Business · tapa dura · ISBN 9780385494083
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In 'The One to One Manager', visionary authors Don Peppers and Martha Rogers, Ph.D., reveal the challenges and solutions discovered by managers leading 1 to 1 efforts at organizations such as Xerox, General Electric, Oracle, First Union, Hewlett-Packard, USAA, Levi Strauss, and British Airways. Based on interviews with executives at the forefront of the 1 to 1 revolution and over two dozen case studies from companies worldwide, this book examines the day-to-day issues involved in setting up and running 1 to 1 initiatives. Pioneers such as General Robert McDermott from USAA, Richard Vague from First USA, Nina Smith from Xerox, and Anne Lockie from the Royal Bank of Canada are presented, offering valuable lessons for organizing companies around customer needs and competing at high speed to ensure customer loyalty and increase profits.
Don Peppers is an American advertising executive, author, and was a founding partner of Peppers & Rogers Group.
