Media Kit 2013

1to1 Media is a division ofwww.1to1media.com

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http://www.1to1media.com/

http://www.peppersandrogersgroup.com/

http://www.extremetrustbook.com/

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MEDIA KIT 2013

www.1to1media.com

1to1 Media Offers:A highly engaged database An award-winning editorial team Proven programs

today’s customers have more control over how and when they engage with a company. for this reason, companies must deliver a seamless customer experience with every interaction across every channel. the 1to1 approach of treating each customer uniquely is more critical now than ever.

1to1 Media helps organizations apply the 1to1 approach to maximize the value of each customer relationship.

Our Focus• Contact Center Strategies• Customer Experience Management• Database/Analytics• Engagement/Loyalty• Interactive Marketing• Mobile/Video Solutions• Sales Solutions• Social Media Strategy• Voice of the Customer

ContentsOverview ................................................2

Audience ............................................... 3

Editorial Team ........................................4

Speaking .................................................5

1to1media.com ......................................6

1to1 Magazine’s Weekly Digest ............7

Editorial Calendar ................................. 8

Interactive Ad Packages ........................9

1to1 In Action .......................................13

1to1 Featured Downloads ..................14

1to1 Dedicated Email Campaigns ......15

1to1 Webinars ......................................16

Take 30 with 1to1 Media .....................17

1to1 Ghost-Written Content ...............18

1to1 Co-Branded White Papers ..........19

1to1 Executive Dialogue .....................20

1to1 Tips & Takeaways ........................21

1to1 Case in Point ................................22

Research Offerings ..............................24

Client List ..............................................25

>1TO1 IN ACTION WHITE PAPER SERIES

Mindshare Technologies .............................4Actionable Feedback for Frontline Managers

Vovici ............................................................5Toward True Customer Feedback Management

Capitalize on

Cross-ChannelFeedback

Voice of the customer programs must expand to keep pace with changing customer preferences.

BRANDED EDITORIAL

Cicero ...................................................4The Smart Desktop

IntelliResponse ....................................5Is Web Self-Service Right for You?

VoltDelta .....................................6The New Role of the Data Driven Contact Center

Vovici .........................................7Practices to Perfect Customer Experience Management

Many ChannelsOne Customer

Experience


“ 1to1 Media has some terrific actionable content com-bined with many sponsorship opportunities. The quality of leads generated from these programs is well worth the investment.”Lauren Maschio, Director of Marketing, VoltDelta OnDemand

>

Why 1to1 Now?

http://www.1to1media.com/

Michael dandrea203-989-2204 [email protected]

www.1to1media.com

To learn more about sponsorship opportunities:

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MEDIA KIT 2013

The 1to1 Media Audience

Qualified. Engaged. Responsive.

dara Brooks203-989-2197 [email protected]

1to1 Media serves over 132,000 decision makers focused on customer-centric business strategy.

High-Level and Motivated Readers

■ Corporate/General Management■ Marketing/Sales/Customer Service Management■ Technology Management■ Other

■ BtoC■ BtoB■ BtoBtoC

■ Under $10mil■ $10 mil to $49.9 mil■ $50 mil to $99,9 mil■ $100 mil to $499.9 mil

■ Manager■ C-Level■ Director

■ Customer-Facing Staff■ Vice President

■ Manufacturing (Auto, CPG, Durable Goods, Pharma, etc.)■ Service Providers (Financial Services, Retail, Healthcare, Hospitality, etc.)■ Wholesale■ Other

Job Title IndustryJob Function

Revenue GeographyBtoB vs BtoC

■ $500 mil to $1 bil■ Over $1 bil■ Decline to Disclose

Qualified & Engaged Readers

For over two decades, leading decision makers in marketing, sales, service and corporate manage-ment have turned to 1to1 Media for innovative ideas and best practices in customer strategy.

Reaching across Leading industries

Service ProvidersFinancial Services, Retail, Healthcare, Hospitality, etc.

Manufacturing Auto, CPG, Durable Goods, Pharma, etc.

Wholesale: 1% Other: 1%

70%

28%

52%

BtoC BtoB Both

26% 21%

Company’s Primary Sales Target

Under $10mm .............................32%$10mm to $49.9mm......................12%$50mm to $99.9mm.........................8%$100mm to $499.9mm..................12%$500mm to $1b ............................12%Over $1b .....................................24%

Company’s Annual Worldwide Revenue

Diligent database management ensures that you reach qualified and engaged readers:

• An opt-in process required for all new subscribers.

• Partnership with ExactTarget and Pivotal Veracity for email deliverability monitoring.

• Regular surveillance and man-agement of inactive records

18%22%

34%11%

11%12%

32%45% 15%

mailto://[email protected]

mailto://[email protected]

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MEDIA KIT 2013

Meet the 1to1 Media Editorial Team

Contact our editorial team Mila D’[email protected]

Tom [email protected]

Cynthia [email protected]

Anna Papachristos203-989-2192anna.papachristos@1to1.comtwitterlinkedin

Mila D’Antonioeditor-in-Chief

Cynthia Clarksenior Writer

Tom Hoffmanexecutive Business editor

Anna Papachristosstaff Writer

Seasoned professionals wholive and breathe CRM and 1to1

Think Customers: The 1to1 Blog.

Visit > the blogand join the conversation.

1to1 Media’s editorial team, led by Editor-in-Chief Mila D’Antonio, produces award-winning content and thought leadership. Put our industry experts to work for your company.

With more than 20 years of experience in the CRM industry, our editors are a vital presence in the CRM community, and are up to date on the latest industry trends. Our 1to1 Media editors attend and participate in large industry events, interview top executives at enterprise companies, and review books and articles by today’s most innovative authors.

> To learn more about our editorial team and upcoming editorial activities, visit our PR Resource Page.

http://www.1to1media.com/weblog/

http://www.1to1media.com/view.aspx?itemid=32166

www.1to1media.com

MEDIA KIT 2013

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1to1Speaking

Don Peppers & Martha Rogers, Ph.D. are ready for your next event!Don Peppers and Martha Rogers Ph.D. started the customer revolution 20 years ago and today they are reinventing it with their latest book, Extreme Trust: Honesty as a Competitive Advantage. Their concept of “customer-centricity” resonates worldwide, making these thought leaders highly sought after across the globe. Bring Don or Martha to your next event; they’ll add credibility and attract a large audience.

Partial Vendor Client List

“Martha’s keynote presentation was

absolutely captivating! She kept the

audience engaged and responsive,

using storytelling and humor to pres-

ent sophisticated ideas and insights.

Attendees stayed until the end of the

day when she signed her book for them.

We will definitely use Martha again as a

keynote presenter!”

—Jim Hiepler-Hartwig, Senior Marketing Specialist, SAS

To learn more contact Michael Dandrea 203-989-2204 [email protected]

Bring Don and Martha to your next:• Visionary keynote

• Compelling, interactive workshop

• Webinars and online meeting

• Internal visioning session and executive workshops

• User event

• Management retreat

• Sales/Marketing Kickoff

• Roadshow

> Visit the new speaking websiteView past presentation abstracts, bios, news mentions and more.



http://www.1to1media.com/speaking/

http://www.youtube.com/watch?v=1T789KfgCgA&feature=player_embedded

http://www.youtube.com/watch?v=FWBECM9kacA&feature=player_embedded



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MEDIA KIT 2013

1to1 Media’s Interactive Platforms

1to1media.com: The source for 1to1 solutions

Valuable resources.Articles, blogs, videos, white papers, and 1to1 Magazine’s Weekly Digest deliver current and relevant information on customer strategy and trends.

Thought leadership.Inspires senior executives to drive change within their organizations, making customer-based initiatives the centerpiece of their strategy.

Original content. Produced by 1to1 Media’s award-winning editorial team, Peppers & Rogers Group thought leaders, and industry experts as guest contributors.

Distribution and Reach• 60,000 page views per month• 350,000 monthly impressions• 31,000 monthly visits

• Nearly 10,000 video views annually• More than 12,500 monthly blog page

views/dozens of weekly comments

Get Started: Click to Learn More About Our Advertising Options

> Leaderboard Ad package 1

> Leaderboard Ad package 2

> Center Position

> Peelback Ad

> Side Banners

> Run-of-Site

Visit Us >

www.1to1media.com




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MEDIA KIT 2013

1to1 Media’s Interactive Platforms

Distributed exclusively to our audience of 30,000 subscribers every Monday, the award-winning newsletter features the latest articles, case studies, the 1to1 Blog, best practices, feature stories, industry-leading trends, videos, news, industry events and more.

Reach a Targeted Audience with 1to1 Magazine’s Weekly Digest

Distribution and Reach

• 30,000 opt in subscribers

• 130,000 emails pushed per month

An executive’s resource for defining, implementing, and leading their organization’s CRM and customer strategy initiatives.

Get Started: Click to Learn More About Our Advertising Options> Leaderboard Ad package 1 > Leaderboard Ad package 2 > Center position

Read an issue >

“ “i love the practical and actionable focus of your publication. the more i read, the more i thought, ‘Wow. Where has 1to1 Magazine been all my life?’ i’ve signed up and am now an avid follower.”Scott Watson, Founder and Chief Measurement Officer, Beyond ROI




www.1to1media.com


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MEDIA KIT 2013

2013 Editorial Calendar

1to1 Magazine’s Weekly DigestThe editorial calendar that shows the features planned for the first Monday of every month. For the most current information on specific articles, including article descriptions, deadlines, and writers’ contact details, view the PR Resource Center at www.1to1media.com/links/resourcecenter

In Every Issue:

• Two Magazine Features

• Strategic Insight from Peppers & Rogers Group

• Webinar and White Paper Listings

• Blog Excerpts

• Event Listings

• Web Exclusive Content (blogs, videos, or book excerpts)

Every Month:

• Best Practices

• Case Studies

• Hot Topic on either Marketing, Analytics,Sales or Customer Service

• Practitioner Q&A Feature

In Action White Paper Series Topics and Deadlines Read more about our program on page 13.

Article reprints are available Please contact Elizabeth Soltesz at [email protected]

>

>


www.1to1media.com 14

Michael [email protected]

Dara Brooks203-989-2197 [email protected]

1to1 Magazine’s Weekly Digest

Below is the editorial calendar that shows the features planned for the first Monday of every month. For the most current infor-

mation on specific articles, including article descriptions, deadlines, and writers' contact details, view the PR Resource Center

at www.1to1media.com/links/resourcecenter

MEDIA KIT 2013

January 7 February 4 March 4 April 1

May 6 June 3 July 1 August 5

September 2 October 7 November 4 December 2

> In Action White Paper Series Topics and Deadlines Read more about our program on page 8.

> Article reprints are available.Please contact Michael Dandrea at [email protected]

Feature:Aggregating voice ofthe customer frominternal AND externalsources

Feature:Training customer-fac-ing employees to pro-vide consistent serv-ice across mobile andsocial

Feature:A look at the hottesttrends in online, in-store,and mobile self-service trends

Feature:SoLoMo: buzz or here tostay?

Feature:Developipng a contactcenter with brains

In Action:Voice of theCustomer

In Action:Mobile andSocial Service

In Action:Self Service

In Action:Customer Loyalty

In Action:SoLoMo

In Action:Intelligent Contact Center

In Action:Deman Gen/Leadnurturing

In Action:Speech Analytics

In Action:Big Data/CustomerAnalytics

In Action:MultichannelCustomer Service

In Action:Integrated Marketing

In Action:Social

Feature:Top 5 DemandGeneration Strategies

Feature:Siri grows up: A look atthe evolution, trends,and the future ofspeech analytics

Feature:Analytics give Big Dataa boost

Feature:Service in the cloud

Feature:Integrated marketing:challenges and oppor-tunities

Feature:What's next for socialservice: The trends towatch in 2013

2013 Editorial Calendar

In Every Issue:

• Two Magazine Features

• Strategic Insight from

Peppers & Rogers Group

• Webinar and White Paper Listings

• Blog Excerpts

• Event Listings

• Web Exclusive Content

(blogs, videos, or book excerpts)

Every Month:

• Best Practices

• Case Studies

• Hot Topic on either Marketing, Analytics,

Sales or Customer Service

• Practitioner Q&A

Feature:Calculating cus-tomers' true loyaltyscore.

View the PR Resource Center atwww.1to1media.com/links/resourcecenter

View the PR Resource Center at www.1to1media.com/links/resourcecenter

2013 editorial calendar



mailto:[email protected]



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MEDIA KIT 2013

1to1 Media’s Interactive Ad Packages

• Leaderboard 728x90 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG

Max weight: 36k

• Leaderboard 728x90ROS on 1to1media.com File Type: Flash, gif, JPG

Max weight: 36k


728x90

728x90

1to1media.com

Leaderboard Ad Package 1

COST: 1x: $7,5004x: $7,000

NOTE:• 1to1media.com: Creative must stop repeat-

ing its animation after the 3rd rotation completes

• 1to1 Magazine’s Weekly Digest newsletter does not support animation



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MEDIA KIT 2013

Interactive Ad Packages 1to1media.com

728x90


728x90

728x90

300x250

Leaderboard Ad Package 2

• Leaderboard 728x90 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG

Max weight: 36k

• Leaderboard 728x90 • 300x250 FIRST positionRES on 1to1media.com (all pages except homepage) File Type: Flash, gif, KPG

Max weight: 36k

COST: 1x: $6,5004x: $6,000






www.1to1media.com


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MEDIA KIT 2013

Interactive Ad Packages

• Center position 468x60 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG

Max weight: 36k

• Center position 468x601to1media.com homepage

• 468x60 article pagesFile Type: Flash, Gif, or JPG

Max weight: 36k


468x60

1to1media.com article pages

1to1media.com homepageCenter Ad Position

COST: 1x: $6,0004x: $5,500 468x60






www.1to1media.com


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MEDIA KIT 2013

Interactive Ad Packages

300x250

300x250

Peelback Ad

Side Banners

• 72x64(edge) • 728x315(full)File Type: JPG • Max Weight: 60k

COST: 1x $6,000 4x $5,500

• 300x250 positions on the homepage will rotate

• 300x250 on the RES will rotate(There are two positions for these ads)

File Type: JPG • Max Weight: 60k

COST: 1x $5,500 4x $5,000

peelback

Website Advertising Only

300x250

300x250

NOTE: 1to1media.com: Creative must stop repeating its animation after the 3rd rotation completes



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MEDIA KIT 2013

“

Upcoming Topics Materials Due Date Publish Date

Voice of the Customer 1/7 2/7

Self-Service 2/4 3/4

Customer Loyalty 3/4 4/1

SoLoMo 4/8 5/6

Intelligent Contact Center 5/6 6/3

Demand Gen/Lead Nurturing 6/3 7/1

Speech Analytics 7/8 8/5

Big Data/Customer Analytics 8/5 9/2

Multichannel Customer Service 9/3 10/7

Integrated Marketing 10/7 11/4

Social Service 11/4 12/2

1to1 Media In Action

Distribution and Reach:• Listing in 1to1 Magazine’s Weekly Digest

• Listing on 1to1media.com

• Dedicated email of PDF with all participating sponsors.

2013 SpecsCONTENT: • 3- to 5-word headline • 8- to 12-word subhead • Single: Body copy with chart: 530 words • Single: Body copy without chart: 700 words• Spread: Body copy with chart: 1,100 words • Boilerplate Box: 60 words

GRAPHICS:Logo: High-resolution (300 dpi) eps or jpg Chart: (optional) High-resolution (300 dpi) eps or jpg in a separate file. Please do not embed chart in a word or powerpoint document.

Note: There will be an additional charge for creat-ing charts that are not submitted according to these specifications. Please call with questions.

2013 Rates 1x 4x 9x

Full Page $7,500 $6,500 $6,000

Two Pages $11,000 $9,000 $8,000

“We have been extremely impressed with both the professionalism and quality of deliverables offered by 1to1Media. The Customer Analytics In Action paper required very little effort on our part and generated a large number of quality leads. We look forward to working with 1to1 Media again and in the future.”—Jonathan Fraser, Marketing Communications Manager, iPerceptions Inc.

Connecting readers with solution providersPair an “advertorial” for your company with a feature article about a topic important to our readers.

BRANDED EDITORIAL


Discover the types of social media experiences that resonate with

customers and lead to stronger, more prosperous relationships.

Find out how Get Satisfaction puts conversation on the front lines on

page 4. And read how Medallia maximizes customer loyalty on page 5.

to StrengthenCustomer Loyalty

Using Social MediaBenefits:• Showcase your expertise on a specific topic.

• Leads straight to your company on a weekly basis for 90 days, for less than $25 per lead.

• A PDF for your sales and marketing efforts.

• Access to 1to1 Media’s integrated channels.

Suggested Content

• Case studies

• White paper excerpts

• Your company’s unique market position

• Overview of your technology solutions and how it applies to our readers’ businesses



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MEDIA KIT 2013

1to1 Media Featured Downloads

Use your content to drive leads

2013 Rates & SpecsOptimize the performance of your contentlisting with our publishing form:

• Title

• Promotional description (250-300 words)

• Keywords (in support of SEO)

• Meta description (in support of SEO)

• Link (to download)

The promotional landing page includes a thumbnail image. Specs for the image:

• 98 pixels x 131 pixels

• JPG format

• Maximum weight = 20k

The sponsoring company should provide a link to its site where the content will be made available for download.

Rate: $4,000 monthly listing

featureddownload

Our Featured download integrated program is designed to feature your content across 1to1 Media’s interactive channels.

30-day listing in 1to1media.com and 4 listings in 1to1 Magazine’s Weekly Digest newsletter

featureddownload



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MEDIA KIT 2013

1to1 Media Dedicated Email Campaigns

Requirements• Clients provide the HTML creative and we’ll

test and send it out to our audience.

• The HTML must be tested in Outlook 2003 and 2007 for any layout differences before being sent to 1to1 Media.

• Images in the HTML will be hosted by 1to1 Media.

Best Practices

• The creative should consist of more than a single image. HTML text and links are needed for when images are disabled.

• All links in the creative should direct the user to a single web page.

• Subject lines contain 40-60 characters (including spaces).

• Subject Lines framed as questions often perform better.

• Three words to avoid: Help, Percent off, and

Reminder.

2013 RatesRate: 1x— $8,500 3x— $8,000 6x— $7,500

$500 per select for A/B testing.

1to1 Partner Alert programReach our audience of decision makers in marketing, sales, service and corporate management responsible for selecting customer-focused technologies for their companies.

Distribution: Send to our entire email list of 30,000 opt-in subscribers or select by geographic region.

Drive leads directly to your company from your content!> View the

demographic breakdown of our audience on page 3.

Reach individuals who have opted to receive your content!



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The 1to1 Media Webinars

Quality leads, global brand recognition, and powerful thought leadership

An hour-long online event designed to showcase your company’s solutions

to a very targeted and focused audience. Align your brand and value proposi-

tion with the innovative thinking and customer strategies of 1to1 Media.

Benefits:• Quality leads generated to your company

from pre- and post- event registration.

• Exclusive sponsorship.

How it works:

• 1to1 Executive Editor is assigned to craft your customized message ensuring it is relevant and targeted to 1to1 Media subscribers.

• Live and interactive, audi-ence members can ask questions and have real-time conversations with senior level executives.

> Host your own webinars? Tap into the thought leadership of Don Peppers, Martha Rogers, Ph.D., or other Peppers & Rogers Group faculty members. See page 6 for more information.

“The 1to1media staff is excellent…on top of their game! Collaborating closely with me, they helped develop and execute an integrated media program built on three goals: raising brand awareness, driving through-leadership, and generating qualified leads.”

—Director of Marketing, VirtuOz



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MEDIA KIT 2013

Take 30 with 1to1 Media

New Web event seriesSponsor a 30 minute, editorially driven, discussions of the hottest customer strategy topics as identified by our subscribers.

Unlike traditional webinars, Take 30 with 1to1 Media web events are exclusively peers talking to peers. A member of our editorial team leads a discussion with accomplished end-user experts who will share their customer initiative strategy with our subscribers.

“

Benefits:: • Establish your company’s capabilities to

address today’s top issues.

• Align your brand with the reputation and credibility of 1to1 Media.

• Generate quality leads from our database.

• Build awareness of your company in more than 100,000 impressions.

Totally turnkey!There’s no time commitment on your part.

> Visit our website to view the most current calendar.

Upcoming Sponsorship opportunities

January .........Be Social, Be Mobile, Be Relevant

February .......VoC

March ............Self-Service

April ..............ROI of Relationship Making

May ...............SoLoMo

June ..............The Intelligent Contact Center

July ...............Trends in Lead Gen

August ..........ROI of Speech Analytics

September ....Big Data Strategy

October .........Multichannel Service

November ....Integrated Marketing Efforts

December .....Social Service

https://www.1to1media.com/View.aspx?ItemID=31181



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MEDIA KIT 2013

1to1 Media Ghost-Written Content

Deliver your message in a compelling and impactful way.

Why collaborate with 1to1 Media? Industry knowledge: 1to1 Media has over 20

years of experience in the customer relationship man-

agement industry. Our editors live and breathe CRM,

are vital in the CRM community, and are always up to

date on the latest industry trends. 1to1 Editors attend

and participate in large industry events, interview suc-

cessful executives at top companies, and review books

and articles by today’s most innovative authors.

Editorial expertise: 1to1 Media prides itself

on producing polished, compelling and impactful

content and will work with you to successfully

articulate your message. The excellence of 1to1

Media’s editorial team has been recognized by the

Society of Professional Journalist, the American

Society of Business Publications Editors, Tabbies,

Eddie and Ozzie and more.

Don’t have the time or resources to create high-quality content?

Take full advantage of the expertise of 1to1 Media. Our award-

winning 1to1 editors will produce and publish custom content

that demonstrates the depth of your thought leadership and

can be used in your future marketing initiatives.

1to1 Media offers: • White papers• Case studies • Executive blogs (these have been very popular)

• Newsletters• Much more!

1to1 Media will develop and position custom content for your company so that it gets maxi-mum exposure and impact.



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MEDIA KIT 2013

1to1 Media Co-Branded White Papers

Full Marketing Support to Drive Leads to Your Site:• Dedicated email campaign to

1to1 Media’s opt-in list of around 30,000 people.

• Featured in one issue of 1to1 Magazine’s Weekly Digest.

• Listed in three additional issues of 1to1 Magazine’s Weekly Digest.

• Listings on 1to1media.com for 60 days.

• Posted on the 1to1media.com white paper library page for one year.

Benefits:• Boost your reputation as a company at the

forefront of customer strategy by aligning your company with the reputation and prestige of 1to1 Media and Peppers & Rogers Group.

• A co-branded white paper to use as the founda-tion of your integrated marketing campaign.

• Highly qualified leads driven directly to your company.

Build instant credibility and drive hundreds of qualified leads

The innovative thinking of Peppers & Rogers Group thought leaders and the original content from the 1to1 Media editorial team differentiates our white papers from others in the industry.

“ “ 1to1 Media delivered strategic custom quality content on time and on budget. they were incredibly easy to work with and provided strategic guidance and input on how to turn content into an asset to support Microsoft’s strategic marketing and demand generation activities.”

—Karen E. Smith, Worldwide Senior Product Manager, Microsoft Windows Embedded Business

white paper | 2012

Creating a One-to-One Dialogue Through Social Interaction

Developments in social marketing provide rich opportunities for

companies to drive higher engagement and conversion rates

@

white paper | 2012

Don’t Be in the 4%New research reveals that 96% of companies are leveraging

VoC to improve business performance.

4

4

white paper | 2012

Cashing in on Customer InsightCustomer analytics can help companies increase loyalty,

profitably grow revenue, and outmaneuver the competition



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MEDIA KIT 2013

1to1 Media Executive Dialogue

Tap Into The Experts and Showcase Your Company’s Success

The Process:1. Kick-off call with your executive

to introduce the editor and col-laborate on the project.

2. 1to1 Media will create an over-view paragraph and a suggested list of 6-10 questions to discuss on the call.

3. A moderated Q&A conference call with participants will be recorded that will then be turned into a draft format.

4. 1to1 Media will design the Executive Dialogue and provide a final pdf to the client.

5. Estimated time of delivery from kick-off is 6-7 weeks.

6. 1to1 Media will host the registra-tion and market the executive Dialogue to its subscriber base.

Benefits:• A customized, co-branded executive brief to use in your market-

ing efforts.

• Quality leads driven to your company.

• Brand credibility, over 100,000 readers look to 1to1 Media for our high impact thought leadership.

• 3-4 page (includes boilerplate and brief bio) PDF of final version.

• Distinct links to track your own personal marketing.

• Unlimited rights to distribution

Executive Dialogue

Featuring Don Peppers and Martha Rogers, Ph.D.

Judi Hand is President and General Manager of Direct Alliance Corpora-tion, a wholly owned subsidiary of TeleTech, Inc., and Chief Sales Officer for TeleTech. Judi leads TeleTech’s global sales effort for new client acquisition and business expansion with existing clients. Judi Hand has more than 20 years of executive experience in sales, service, and marketing to business and con-sumer customers at all levels.

The right mix of customer data and analytics can help companies attract and retain high-value customers and grow revenues profitably.

Judi Hand

focus: Marketing Analytics

for SuccessStrategies

he global economy remains turbulent, as does the associated challenge corporate decision-

makers face in determining cost-effective ways to retain their best customers, attract new

ones, and generate profitable top-line growth. Buyers have changed—they’re social, mobile,

digital—and companies are rewiring to address this new reality.

Meanwhile, as consumers become increasingly demanding, companies are finding it tougher to

satisfy customers and distinguish themselves from their competitors.

Thanks to the evolution of data capture and marketing analytics tools, companies can now ana-

lyze and act on a wide range of customer insights (e.g., behavioral, attitudinal, transactional, and

operational) across multiple touchpoints. By obtaining a more holistic view of the customer expe-

rience, decision-makers can glean critical information to help them adapt and develop relevant,

tailored sales, marketing, and customer support strategies that the competition can’t. In addition,

executives can use revenue generation and sales operation tools to help them take actionable

steps to develop profitable business plans and long-term, sustainable shareholder value.

In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, Founding Partner of Pep-

pers & Rogers Group, and Judi Hand, President and General Manager of Direct Alliance Corpora-

tion and Chief Sales Officer at TeleTech, provide insights and discuss the opportunities available to

executives through the use of these next-generation sales and marketing analytics tools.

How would you characterize the key profit growth challenges that business leaders are facing in

the current state of the market, given how buyers have changed?

Judi Hand: Buyers have changed because they are now social, mobile, and digital. Ninety-six percent

of people are on some kind of social network. And, 40 percent of buyers are not only comparing

prices with their mobile phones but they’re purchasing with these devices.

Couple that with the fact that everything is completely transparent nowadays. If a customer has

had a bad experience with a company, that’s going to be understood within minutes. Companies

must make sure that they’re managing each of these customer experiences every single day. They

also have to rewire their sales and marketing approaches to take advantage of all these conversa-

tions that are being held outside of the four walls of their companies. Then, they can build the correct

touchpoint strategies that will make these customers want to continue to do business with them.

Don Peppers: This social-mobile reality means that there’s nowhere to hide anymore. It used to be

that you owned your brand message. You communicated it out.

t

Next-Generation Revenue Generation:

Recognized for over a decade as one of the leading authorities on customer- focused business strategy, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centric management consulting firm thatprovides clients with world-class cus-tomer strategy, flawlessly executed, for bottom-line impact.

Don Peppers

Executive DialogueFeaturing Don Peppers and Martha Rogers, Ph.D.

As Vice President of Enterprise Market-ing, Customer Experience at Adobe, Kevin Cochrane leads the company’s worldwide enterprise product market-ing efforts to enable companies and government organizations to provide engaging business experiences via next-generation customer experi-ence management (CEM) enterprise solutions. Cochrane and his team are responsible for defining Adobe’s enterprise go-to-market strategy and product launch process. Cochrane joined Adobe through its acquisition of Day Software, where he served as Chief Marketing Officer.

Collaboration among business and IT leaders is the key to building captivating multichannel experiences that meet business and customer needs.

Kevin Cochrane

focus: Multichannel Customer Experience

ExperiencesCompelling Customer

ompelling customer experiences are simply smart business: They increase customer loy-

alty, aid in attracting new customers, and help to foster customer advocacy for your brand.

This, in turn, drives successful business outcomes like increased revenue, reduced operating

costs, and higher internal productivity to help boost the bottom line. Thinking from the outside in

from the customer’s perspective requires internal collaboration and agility within companies in

order to develop a deep understanding of what a customers want to accomplish, why and how

they want to do it, as well as developing the know-how to deliver that experience to them.

Without these basic elements, customer experience falls flat. It’s inconsistent across channels.

It lacks context. Customer experiences that are developed within individual channels absent of

cross-channel collaboration leave customers feeling disconnected from different parts of the

business. That kind of isolation places customers at risk of defecting to competitors.

Conversely, when CIOs and business executives collaborate to deliver on customer expec-

tations, they enable their organization to deliver intuitive multichannel experiences that

delight customers at every point of interaction, while mitigating risk and maintaining control

and security. Working closely with IT, business leaders can harness technology to be more

responsive to customers. Using agile technologies that can layer across existing systems, IT

can proactively support both business and customer needs to keep pace with rapidly chang-

ing market conditions, evolving customer preferences, and greater customer expectations.

In this 1to1 Executive Dialogue, industry thought leaders Martha Rogers, Founding Partner of

Peppers & Rogers Group, and Kevin Cochrane, Vice President of Enterprise Marketing at Adobe,

discuss how to: • Construct a compelling multichannel customer experience.• Build a collaborative IT/business partnership that becomes a point of competitive differentiation.

• Gain business benefits such as improved customer satisfaction, increased revenue and

productivity, faster speed to market, and lower operating costs.Traditionally, there’s been tension between business leaders and IT executives. Why do you

think that is? And more important, why must they now join forces?Kevin Cochrane: There’s two fundamental reasons why there has historically been a discon-

nect between marketing and IT. First and foremost, they speak different languages. On

the marketing side, you’re talking about multichannel campaigns, analytics and testing,

cRecognized for more than a decade as one of the leading authorities on customer-focused relationship management strategies for business, Martha Rogers is an acclaimed author and a Founding Partner of Peppers & Rogers Group. Martha has coauthored eight books with Don Peppers. Their newest book, Rules to Break and Laws to Follow, advances the concept of the customer base as a revenue-pro-ducing asset for businesses, capable of driving a company’s long-term economic worth.

Martha Rogers, Ph.D.

The #1 Essential Business Practice for Creating

A 1to1 Media editor will drive the conversation between your Senior Execu-tives and either Don Peppers or Martha Rogers, Ph.D.

• The conversation will focus on a business challenge relevant to your com-pany, emphasizing your company’s success.

• Each brief combines the thought leadership of Peppers & Rogers Group, 1to1 Media’s editorial talents, and one of your senior-level executives’ experience and expertise.



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MEDIA KIT 2013

1to1 Media Tips & Takeaways

An Actionable Guide for Busy Decision Makers

Benefits:• Your company’s content presented to our audience of over 100,000 senior-

level executives.

• A polished and compelling PDF to use in your marketing efforts.

• The brand credibility of 1to1 Media, a recognized resource for CRM and

Customer Experience Professionals.

Tools You Can UseFrom Peppers & Rogers Group

TopiC: Website Engagement

Ten Tips for Making Websites Stickier

ustomers typically have priorities when they visit a com-pany’s website. in some cases their intention is to evaluate

product characteristics or to compare prices. other times they’re interested in identifying store locations or company information.

Regardless of their mission, customers all too frequently drop off before making a purchase or finding the information they origi-nally set out to find.

The reasons online customers abandon are fairly consistent, says Lane Cochrane, Vice president, insight, iperceptions.

“in some cases people are going to abandon no matter what, either because they’re not ready to move to the next logical task on a website or they haven’t finished conduct-ing product or pricing research,” Cochrane says. other times, visitors abandon because of frustrations related to the website experience. These might include technical problems, such as if a website is having trouble processing an address that’s entered.

The types of websites people visit and the reasons they visit also dramatically influence the causes for desertion, says Duff Anderson, Co-Founder and Vice president, Research, ipercep-tions. According to a Q2 2010 survey of 160,000-plus visitors to hospitality sites conducted by iperceptions, 32% of visitors were on site intending to make reservations, however a third of this group abandoned their reservation. The top reason for abandon-ing their reservation was price. By comparison, a similar ipercep-tions study of 400,000-plus visitors to more than 200 retail and e-commerce sites revealed that 22% of visitors intended to buy,

but 36% of this group were unsuccessful. The main obstacle ex-pressed by 39% of those who abandoned was that they couldn’t find the products they were looking for.

What Can Be FixedWhile there’s not much that companies can do to address personal motivations for website abandonment, other snags such as content and navigational issues, can be addressed, says onder oguzhan,

a partner at peppers & Rogers Group. For instance, when websites are difficult to navigate, visitors can get “stuck” on a task thus preventing them from moving on to the next activity, prompting most of them to give up and leave, says oguzhan.

Another common roadblock is simply a lack of information. For example, when consumers visit a retail apparel website, they might want to know

deep into the transaction whether a pair of shoes comes in half sizes. if they can’t find that information and it’s important enough to them, visitors will become discouraged and abandon their shopping carts, notes Cochrane.

The key to keeping customers on your website and helping them to complete their tasks begins with understanding what caused them to abandon and then taking actionable steps to improve the customer experience. While it’s fairly easy for most companies to identify at which point during an online interaction a customer has abandoned, it’s historically been more challenging to determine why they’ve abandoned.

“ The reasons online customers abandon are fairly consistent.”

— Lane Cochrane, Vice President, Insight, iPerceptions

C

Understand the reasons customers abandon websites and develop effective responses to keep them engaged.

?

Navigation The visitor is unable to find what they’re looking for due to a poor site design. Visitor comments regarding problems with the search function are a symptom of poor site layout or navigation capabilities.

Technical Issues A frequent cause of site abandonment, many of these problems are common but difficult to detect without monitoring day-to-day visitor feedback. Typical glitches in-clude processing errors and an inability to load pages.

Lack of Information Both transactional and non-transactional sites require ample information to achieve visitor satisfaction. Non-transactional sites typically rely on infor-mation to drive traffic to demand more money from advertisers while transactional sites re-quire it as means to sell products or services.

Triggers for online Customer Abandonment

There are myriad reasons that online visitors abandon websites. Here are three of the most common issues that can be addressed:

Just the Facts: Business is moving at lightning speed. Busy, de-

manding customers are often the catalyst for that competitive rush.

Customers today interact with companies through multiple channels,

including voice, Web, email, chat, mobile, and social.

For companies to keep pace with customers and

the changing business environment, they need a

contact center infrastructure that’s flexible and agile

enough to respond to customer requests across all

touchpoints. Increasingly, organizations are turning

to cloud computing platforms for their affordability,

accessibility, agility, simplicity, and reliability to help

keep pace with customers’ changing behaviors.

Technologies and services integrated and ac-

cessed through the cloud can better help decision-

makers understand customers at a personalized

level and predict their future needs, behaviors, and

value to the business.

“Smart businesses aren’t just keeping pace with their customers;

they’re staying a step ahead of them,” says Cheryl Nolan, a director

at Peppers & Rogers Group. “Today it is practical, as well as possible,

to engage customers with differentiated experiences and to know our

customers on a one-to-one level.”

The Flexibility of ‘The Cloud’

Today’s connected customers require companies to act in real time

to their questions, comments, and issues. Cloud-based contact cen-

ter services are proving to be a fundamental component necessary

for bringing about these capabilities with speed and agility because

cloud platforms can enable companies to quickly synthesize, analyze,

and act on customer insights from across an assortment of channels.

In addition, cloud-based contact center services allow companies to

make changes to customer service capabilities on the fly to meet fast-

changing customer needs and preferences.

An increasing number of companies are also leveraging cloud ser-

vices to rapidly ramp up cost-effective self-service applications to help

customers quickly resolve issues themselves. For example, decision-

makers may discover through predictive analysis of contact center

traffic that a high percentage of customers are suddenly calling in to

pay their bills because of a glitch in the online bill-pay feature. The

contact center can leverage cloud-based contact center services to

rapidly develop capabilities for customers to pay their bills using self-

service IVR or Web self service and avoid overloading live agents.

“The use of analytics in the contact center offers a great deal of

promise because it can tell you why customers are calling and it can

be tough to get that data from the reams of reports that are avail-

able,” says Mariann McDonagh, Chief Marketing Officer at inContact.

Such scenarios are effective because, as McDonagh

notes, cloud-based contact center services offer far

greater agility and flexibility for adding functionality

on the fly than premise-based software systems.

Forward-thinking contact center leaders can lever-

age other tools and techniques to identify and respond

swiftly to changing customer needs and preferences.

This includes the use of virtualization and other tech-

nologies, which we’ll explore later in this report, to help

companies attract and retain highly skilled agents who

can then be matched with the right customers. Pair-

ing the right agent with the right customer can help

strengthen the customer-to-company relationship and

help provide outstanding customer experiences that lead to improved

customer satisfaction and loyalty.

Moving at the Speed of Business

Meeting the expectations of today’s connected customer requires an agile and responsive approach to customer service via the cloud.

Adjusting to Spikes in Volume

One of the biggest benefits of using cloud-based contact center services is that

they’re able to help companies react quickly to seasonal or sudden shifts in contact

center traffic volume across different channels. This chart from a recent Aberdeen

Group report reflects the challenges facing workforce management efforts.

Source: Aberdeen Group, Workforce Management in the Contact Center, April 2012. N=166.

From Peppers & Rogers Group

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TOPIC: Contact Center Evolution

“ The use of analytics in

the contact center offers

a great deal of promise

because it can tell you why

customers are calling and

it can be tough to get that

data from the reams of

reports that are available.”

-Mariann McDonagh,

Chief Marketing Officer,

inContact

48% 44%

Unpredictable

customer trafficIncreased customer

demand for service

24%

High turnover

of high-quality/

top-tier agents

Companies with Contact Center Workforce

Management Initiatives

Distribute your company’s actionable insights to top execu-tives at leading companies• 1to1 Media will produce a 4 page strategic guide designed to get your company’s

insight in front of busy executives.

• Our editors will combine Peppers & Rogers Group marketplace experience with your company’s best practices.

sample topics:• Data Analytics

• Demand Generation and Lead Management

• Workforce Optimization/Employee Engagement

• Loyalty

• Social Media

• Using Content as a Rela-tionship Building Strategy

• Voice of the Customer

• Customer Service

• Cloud Computing

• Multichannel Marketing

• Mobile Marketing

Inside Each 1to1 Media Tips & Takeaways:

• Just the facts: The current state of the topic that your company is focused on. What is working and what isn’t.

• 10 ways to break through the clutter: Proven no-nonsense strategies that work time after time.

• Enabling technology: This section will focus on technology features and functionality required to execute on the tips and takeaways. It will include information about the sponsor.

• Getting Started: What can organizations do today to improve ROI.

Collaboratewith a 1to1 editor who knows the industry, to develop a list of com-pelling and impactful tips and takeaways.



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22

MEDIA KIT 2013

1to1 Media Case in Point

Showcase your capabilities with your customers case studies

• 1to1 Media’s established reputation for providing valuable case studies and Peppers & Rogers Group’s field experience brings an added sense of credibility and reliability to your story.

• The award-winning editorial skills of 1to1 Media will ensure that your case is polished, compelling and impactful.

The Process:• Submit qualification and authori-

zation form

• Interviews of up to two executives

• A 1to1 Media draft for review

• A 1to1 Media design of the final PDF, up to four pages

• 1to1media.com posting of the 1to1 Case in Point with 30 days of featured download listings

• 4 weeks featured download listing in 1to1media.com and eNewslet-ter, 1to1 Magazine Weekly Digest

• 1to1 Media marketing of the 1to1 Case in Point to over 130,000 subscriber base

Comprehensive, co-branded case studies that demonstrate real examples of how your company’s solutions build customer value—the most valuable testimony for your company.

Benefits:• A viable piece of custom content to use in your marketing efforts.

• An asset for your content syndication programs

• Collateral to nurture or generate leads.

• Content for press releases to highlight the case.

• A quick turnaround for immediate results- 4 weeks.

• The 1to1 Media brand and reputation backing your company’s strate-

gies as best practices.

Exploiting the Cloud’s Flexibility to Compete with GoliathsStart-up Straight Forward gains customer insight and agility by adopting

a cloud-based contact center platform.

ith more than 30 years of contact center experience between them, Rod Schwegel

and Lori Recker know a thing or two about inbound and outbound contact cen-

ter services. So when Schwegel and Recker decided to leave a big contact center services

outsourcing firm to form their own company in October 2009, they knew they’d need a con-

tact center platform that would be scalable enough to support the company’s anticipated

growth, while providing the functionality needed to meet the requirements of its clients.

The company that Schwegel and Recker created—Straight Forward—provides its clients,

predominantly Internet, cable, and phone companies, with a blend of in- and outbound

contact center services. Straight Forward interacts directly with its client’s customers, pro-

viding information and advice on a broad range of topics including recommendations on

matching video and entertainment plans with customer interests. The services also include

detailed custom reports about customer intent during contact center interactions, prod-

ucts purchased, value of products purchased, etc. Straight Forward has grown rapidly from

three employees at start-up to more than 280 in just over two years.

Although Schwegel and Recker had worked with several of their current clients in the past,

the pair still needed to convince these companies that Straight Forward had the resources

and scalability to meet the needs of enterprise companies with large customer bases. Relying

on a small company to provide support services can be a gamble, especially when it’s a start-

up with no real track record for reliability or performance. As a start-up, Straight Forward

was working diligently to prove that it could meet all its clients’ requirements, but the origi-

nal contact center platform it had been using just wasn’t making the grade.

When Straight Forward launched, the company selected a cloud-based contact center

platform that met its basic requirements. It was a low-cost, turnkey solution that included

reasonable user fees and a waiver on training costs. However, as Straight Forward contin-

ued to add clients and grow, it discovered that the contact center platform wasn’t meeting

its customers’ data reporting needs. For example, Straight Forward’s largest client has a

sophisticated multi-product service offering. An inbound call to the company could be “dis-

positioned” in multiple ways. The problem was, the contact center system was not designed

to support all of the different outcomes for resolving the call. “We need a tool that allows us

wAt a Glance

Company: Straight Forward

Industry: Contact center and consulting services

Founded: 2009

Headquarters: Sauk City, WI

President: Rod Schwegel

1to1Case in PointA Model Case Study in Contact Center Services

Straight Forward needed a

reliable contact center plat-

form that could support its

efforts to deliver rich contact

center reports to its clients.

Quick Turnaround• 4 weeks turnaround

helps achieve imme-diate results!



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MEDIA KIT 2013

1to1 Media Research Offerings

ROI Assessment and Analysis

• 1to1 Media’s ROI measurement program provides objective, third-party validation of the benefits your technology solution delivers. This includes:

• Peppers & Rogers Group measurement experts evalu-ate the financial impact of your solution.

• 2- to 8-page, co-branded ROI Review in case-study format that presents the quantitative and qualitative benefits of the implementation.

• Integrated marketing program through 1to1 Media properties to publicize the results of the studies.

• 1to1 Media’s ROI studies are ideal as sales collateral, PR outreach, demand-gen premiums, Web site content and more.

1to1 Media can help you meet ANY marketing objective in ANY format!Content Development—All content creation including discovery, research, interviews, and writing

Design and Production—Creation of look and feel to support strategic objectives as well as production of

the deliverable in desired format.

Project Management—A single point of contact to coordinate all aspects of the project including timelines,

budgets, and regular reporting of metrics, results, and next steps

Primary Research

• Backed by Peppers & Rogers Group, 1to1 Media has the unique ability to combine insight and opinions from our audience of business decision-makers with the analytical expertise of Peppers & Rogers Group thought leaders.

• Tap into these capabilities for our co-branded research program that creates broad publicity opportunities through 1to1 Media and third party publications. Included in our program:

• Survey design and questionnaire development.

• Analysis of results including summary presentation and co-branded findings report.

• Collaboration on PR and social media plans to publi-cize results.



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MEDIA KIT 2013

Meet Some of Our Clients

Acxiom

Adobe

Aimia

Allegiance

Aspect

Awareness

Citrix

ClickSquared

Confirmit

eGain

Enghouse Interactive

Exact Target

Five9

ForeSee Results

Genesys

IBM

InContact

IntelliResponse

Interactive Intelligence

iPerceptions

Just Media

Knotice

LiveLook

Marketo

Marketry

Medallia

Microsoft

Neolane

Nice Systems

Oracle

Pegasystems

Peppers & Rogers Group

Pitney Bowes

PossibleNow

Quaero

SAP

SAS

TARGUSinfo

Teletech

TELUS International

Verint

Virtual Hold

Virtuoz

Vocus

Volt Delta

Vovici, a Verint Company

See who has already benefited from 1to1 Media’s engaged database, award-winning editorial team and proven programs

Media Kit 2013

Documents

Transcript of Media Kit 2013