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1 TO 1 Magazine
FALL 2009 | Volume 11, No. 3
FEATURES
17 2009 Gartner & 1 to1 Customer Awards:
1tol Media and Gartner spotlight excellence among organizations that have significantly improved business performance after implementing customer-focused strategies. Find out this year's award winners, by the 1tol Editorial Team,
30 Rethinking Direct Marketing:
The need for relevant data and an obsession with targeting have changed the age-old discipline into a cutting-edge customer strategy. by John Gaffney
DEPARTMENTS
11 Building a Hybrid Cross-Media Campaign
Two companies see big results when marketing to customers across channels,
12 Addison Lee Delivers Productivity and Service The minicab service gains efficiencies by staffing its contact center to match spikes in volume.
13 Fisery Improves Its Own Financial Results -
The financial services technology provider increases agent productivity with WFM.
13 WTH Navigates Complex Workforce Management -
The travel company improves agent scheduling and attrition with a new system.
11 The "Ricoh Rocks" cross-media campaign leveraged PURLs, email, and direct mail, which resulted in big sales.
41 MARKETING:
Cashing in on Social Media Experts tackle marketing's golden question: How do I make money from social media?
42 SALES:
Putting Sales Prospecting in the Hands of Strangers Economic and resource constraints are leading more companies to consider outsourcing their prospecting. activities.
43 CUSTOMER SERVICE:
Managing Multiple Touchpoints
Blended agents take on multiple touchpoints and interactions at once.
44 DATABASE/ANALYTICS:
DoesYour Data
Cross Channels?
Creating a holistic view of the customer today means linking online and offline data.
42 Companies s_'u__ with combining online and offline customer data.
expert insight
46 Redefining CRM... With Passion
Peter Weedfald, president of GE I General Displays and Technologies, reflects on what's wrong—and what's right—with sales and marketing disciplines.
48 Consumer Power
Takes to the Skies Innovations have amounted
to nothing short of a consumer revolution, putting customers in control of the relationship.
49 Taking Insight Beyond the Service Organization Remote service can unearth new revenue-generating business.
50 Face to Face with
Don Peppers and
Martha Rogers, Ph.D.
Six steps to recovering lost trust with customers.
46 GE's Peter Weedfald discusses
his sales and marketing principles.
Used, good condition, white label covers original address, 8" x 10-3/4" - 50 pages, AWARDS ISSUE
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