In <i>The One to One Manager</i>, visionary authors Don Peppers and Martha Rogers, Ph.D., go behind the scenes to report on 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. Filled with in-depth interviews with executives on the front lines of the 1 to 1 revolution, and based on more than two dozen case histories from companies around the world, <i>The One to One Manager</i> examines the actual day-to-day issues involved in setting and running 1 to 1 initiatives.<br>The <i>One to One Manager </i>introduces readers to the groundbreakers, the pathfinders, and the explorers of a vast and rapidly expanding new universe of customer-focused business strategies. Among the fascinating pioneers profiled in this book, you will meet:<br><br>-<b>General Robert McDermott</b>, the visionary leader who transformed USAA from an insurance firm mired in paperwork into an IT-savvy financial institution dedicated to meeting customer needs at warp speed<br><br>-<b>Richard Vague</b>, the CEO of First USA, champion of the "trusted agent" model for building lifelong customer relationships<br><br>-<b>Nina Smith</b>, a Xerox marketing executive blazing a trail through a forest of competing sales and distribution channels<br><br>-Royal Bank of Canada's <b>Anne Lockie</b>, who melds her knowledge of technology with a keen awareness of human nature to create 1 to 1 relationships with millions of customers<br><br>-<b>Bruce Varne</b>r, a Texas fire chief who trains his fire fighters to treat local citizens as valued customers<br><br>These early adopters, scouts, and risk takers offer managers and executives invaluable lessons in their efforts to map a new business universe in which organizations and enterprises organize around customer needs. It is a universe in which companies compete at extreme velocity, racing to devise strategies that will lock in customer loyalty, raise profits, and avoid the trap of commoditization. A virtual roadmap to the business world of the future, <i>The One to One Manager </i>is the book executives and managers the world over have been waiting for.