内容简介
In The One to One Manager, visionary authors Don Peppers andMartha Rogers, Ph.D., go behind the scenes to report on thechallenges and solutions discovered by managers leading 1 to 1efforts at organizations such as Xerox, General Electric, Oracle,First Union, Hewlett-Packard, USAA, Levi Strauss, and BritishAirways. Filled with in-depth interviews with executives on thefront lines of the 1 to 1 revolution, and based on more than twodozen case histories from companies around the world, The One toOne Manager examines the actual day-to-day issues involved insetting and running 1 to 1 initiatives.
The One to One Manager introduces readers to the groundbreakers,the pathfinders, and the explorers of a vast and rapidly expandingnew universe of customer-focused business strategies. Among thefascinating pioneers profiled in this book, you will meet:
-General Robert McDermott, the visionary leader who transformedUSAA from an insurance firm mired in paperwork into an IT-savvyfinancial institution dedicated to meeting customer needs at warpspeed
-Richard Vague, the CEO of First USA, champion of the "trustedagent" model for building lifelong customer relationships
The One to One Manager introduces readers to the groundbreakers,the pathfinders, and the explorers of a vast and rapidly expandingnew universe of customer-focused business strategies. Among thefascinating pioneers profiled in this book, you will meet:
-General Robert McDermott, the visionary leader who transformedUSAA from an insurance firm mired in paperwork into an IT-savvyfinancial institution dedicated to meeting customer needs at warpspeed
-Richard Vague, the CEO of First USA, champion of the "trustedagent" model for building lifelong customer relationships