Media Kit 2013

MEDIA KIT 2013
www.1to1media.com
1to1 Media is a division of
One Customer Experience Why 1to1 Now?

Cicero...................................................4
The Smart Desktop
todays customers have more control over how and when they engage with IntelliResponse ....................................5 a Is Web Self-Service Right for You? company. for this reason, companies must deliver a seamless customer VoltDelta .....................................6 experience with every interaction across every channel. the 1to1 The New Role of the Data Driven Contact Center approach of treating each customer uniquely is more critical now than ever.
Practices to Perfect Customer > apply the 1to1 WHITE PAPER SERIES 1to1 Media helps organizations1TO1 IN ACTIONapproach Experience Management to maximize the value of each customer relationship.
MEDIA KIT 2013
Vovici .........................................7
1to1 Media Offers:

BRANDED EDITORIAL
A highly engaged database An award-winning editorial team Proven programs
> Our Focus

1to1 Media has some terrific actionable content combined with many sponsorship opportunities. The quality of leads generated from these programs is well worth the investment.
Lauren Maschio, Director of Marketing, VoltDelta OnDemand
Feedback
1to1media.com ......................................6 1to1 Magazines Weekly Digest ............7 Interactive Ad Packages ........................9 Editorial Calendar ................................. 8 1to1 In Action .......................................13 1to1 Featured Downloads ..................14 1to1 Dedicated Email Campaigns ......15 1to1 Webinars ......................................16 1to1 Ghost-Written Content ...............18 1to1 Co-Branded White Papers ..........19
Mindshare Technologies.............................4
Actionable Feedback for Frontline Managers
Cross-Channe
Audience ............................................... 3 Editorial Team ........................................4 Speaking.................................................5 1to1 Executive Dialogue .....................20 1to1 Tips & Takeaways........................21 1to1 Case in Point................................22 Research Offerings ..............................24 Client List..............................................25
Capitalize on
Contents
Overview ................................................2
Voice of the customer programs must expan Take 30 with 1to1 Media .....................17 keep pace with changing customer preferen
Contact Center Strategies Customer Experience Management Database/Analytics Engagement/Loyalty Interactive Marketing Mobile/Video Solutions Sales Solutions Social Media Strategy Voice of the Customer
www.1to1media.com
Vovici............................................................5
Toward True Customer Feedback Management
The 1to1 Media Audience
Qualified. Engaged. Responsive.

For over two decades, leading decision makers BtoB vs BtoC Revenue in marketing, sales, service and corporate management have turned to 1to1 Media for innovative ideas and best practices in customer strategy.
BtoC BtoB BtoBtoC
Under $10mil $10 mil to $49.9 mil $50 mil to $99,9 mil $100 mil to $499.9 mil $500 mil to $1 bil Over $1 bil Decline to Disclose
MEDIA KIT 2013

Reaching across Leading industries Service Providers
Financial Services, Retail, Healthcare, Hospitality, etc.
Companys Annual Worldwide Revenue 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%
Industry
Geography
Manufacturing
Auto, CPG, Durable Goods, Pharma, etc.
70% 28%
High-Level and Motivated Readers

Job Function Job Title
Wholesale: 1% Other: 1%
12% 11% 32% 45% 22%
34%
11% 15%
18%
52%
Corporate/General Management Marketing/Sales/Customer Service Management Technology Management Other Manager C-Level Director Customer-Facing Staff Vice President
Companys Primary Sales Target
Qualified & Engaged Readers

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.
Manufacturing (Auto, CPG, Durable Goods, Pharma, etc.) Service Providers (Financial Services, Retail, Healthcare, Hospitality, etc.) Wholesale Other
26%
21%
1to1 Media serves over 132,000 decision makers focused on customer-centric business strategy.
To learn more about sponsorship opportunities:
Michael dandrea 203-989-2204 michael.dandrea@1to1.com
BtoC
BtoB
Both
Regular surveillance and management of inactive records
dara Brooks 203-989-2197 dara.brooks@1to1.com
www.1to1media.com
Meet the 1to1 Media Editorial Team
Seasoned professionals who live and breathe CRM and 1to1

Visit > the blog
and join the conversation.
Think Customers: The 1to1 Blog.
MEDIA KIT 2013
Contact our
editorial team
Mila DAntonio 203-989-2187 mila.dantonio@1to1.com twitter linkedin Tom Hoffman 203-989-2194 tom.hoffman@1to1.com twitter linkedin Cynthia Clark 203-989-2211 cyntiha.clark@1to1.com twitter linkedin Anna Papachristos 203-989-2192 anna.papachristos@1to1.com twitter linkedin
Mila DAntonio editor-in-Chief
Tom Hoffman executive Business editor
Cynthia Clark senior Writer
Anna Papachristos staff Writer
1to1 Medias editorial team, led by Editor-in-Chief Mila DAntonio, 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 todays most innovative authors.
>
To learn more about our editorial team and upcoming editorial activities, visit our PR Resource Page.
www.1to1media.com
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; theyll add credibility and attract a large audience.
MEDIA KIT 2013
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
To learn more contact
Michael Dandrea 203-989-2204 michael.dandrea@1to1.com
>Visit the new speaking website

View past presentation abstracts, bios, news mentions and more.
Partial Vendor Client List
Marthas keynote presentation was absolutely captivating! She kept the audience engaged and responsive, using storytelling and humor to present 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
www.1to1media.com
1to1 Medias Interactive Platforms
1to1media.com: The source for 1to1 solutions

Valuable resources. Thought leadership.
Inspires senior executives to drive change within their organizations, making customer-based initiatives the centerpiece of their strategy.
MEDIA KIT 2013
Original content.
Produced by 1to1 Medias award-winning editorial team, Peppers & Rogers Group thought leaders, and industry experts as guest contributors.
Visit Us >
Articles, blogs, videos, white papers, and 1to1 Magazines Weekly Digest deliver current and relevant information on customer strategy and trends.
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

Michael dandrea 203-989-2204 michael.dandrea@1to1.com dara Brooks 203-989-2197 dara.brooks@1to1.com
www.1to1media.com
1to1 Medias Interactive Platforms

Reach a Targeted Audience with
MEDIA KIT 2013
1to1 Magazines Weekly Digest

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.
An executives resource for defining, implementing, and leading their organizations CRM and customer strategy initiatives.
Read an issue >
Get Started: Click to Learn More About Our Advertising Options

> Leaderboard Ad package 1 > Leaderboard Ad package 2 > Center position

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? ive signed up and am now an avid follower.
Scott Watson, Founder and Chief Measurement Officer, Beyond ROI
www.1to1media.com
2013 Editorial Calendar
2013 Editorial Calendar 1to1 Magazines Weekly Digest

MEDIA KIT 2013

The 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: at www.1to1media.com/links/resourcecenter
January 7
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
2013 editorial calendar

February 4 Feature: Aggregating voice of the customer from internal AND external sources In Action: Voice of the Customer June 3 Feature: Developipng a contact center with brains March 4 Feature: A look at the hottest trends in online, instore,and mobile selfservice trends In Action: Self Service July 1 Feature: Top 5 Demand Generation Strategies April 1 Feature: Calculating customers' true loyalty score. Feature: Training customer-facing employees to provide consistent service across mobile and social In Action: Mobile and Social Service May 6 Feature: SoLoMo: buzz or here to stay?
In Every Issue:
Two Magazine Features Strategic Insight from Peppers
& Rogers Group
Two Magazine Features Every Month: Strategic Insight from Best Practices Peppers & Rogers Group Case Studies Webinar and White Paper Listings on Hot TopicBlogeither Marketing, Excerpts Analytics,Sales or Customer Service Event Listings Practitioner Q&A Feature Web Exclusive Content View the(blogs, videos, Center at PR Resource or book excerpts) www.1to1media.com/links/resourcecenter
In Action: Customer Loyalty August 5 Feature: Siri grows up: A look at the evolution, trends, and the future of speech analytics In Action: Speech Analytics
Webinar and White Paper Listings Blog Excerpts Event Listings Web Exclusive Content
(blogs, videos, or book excerpts)
Every Month:
In Action: SoLoMo
In Action: Intelligent Contact Center
> >
Best Practices
In Action: Deman Gen/Lead nurturing November 4 Feature: Integrated marketing: challenges and opportunities
In Action White Paper Series Topics andCase Studies Deadlines Read more about our program on page13. Topic on either Marketing, Analytics, Hot
Sales or Customer Service
September 2 Feature: Analytics give Big Data a boost
October 7 Feature: Service in the cloud
December 2 Feature: What's next for social service: The trends to watch in 2013
Article reprints are available Practitioner Q&A Please contact Elizabeth Soltesz at elizabeth.soltesz@1to1.com
View the PR Resource Center at www.1to1media.com/links/resourcecenter
In Action: Big Data/Customer Analytics
In Action: Multichannel Customer Service
In Action: Integrated Marketing
In Action: Social

> 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 michael.dandrea@1to1.com 8
www.1to1media.com
1to1 Medias Interactive Ad Packages

Leaderboard Ad Package 1
1to1 Magazines Weekly Digest 1to1media.com
MEDIA KIT 2013
728x90
Leaderboard 728x90 4 issues of 1to1 Magazines Weekly Digest

File Type: Gif or JPG Max weight: 36k
728x90
Leaderboard 728x90 ROS on 1to1media.com

File Type: Flash, gif, JPG Max weight: 36k
COST: 1x: $7,500 4x: $7,000
NOTE: 1to1media.com: Creative must stop repeating its animation after the 3rd rotation completes 1to1 Magazines Weekly Digest newsletter does not support animation

www.1to1media.com
Interactive Ad Packages
Leaderboard Ad Package 2
1to1media.com
MEDIA KIT 2013
300x250
Leaderboard 728x90 4 issues of 1to1 Magazines Weekly Digest

Leaderboard 728x90 300x250 FIRST position RES on 1to1media.com (all pages except homepage)
File Type: Flash, gif, KPG Max weight: 36k
COST: 1x: $6,500 4x: $6,000
728x90
728x90

www.1to1media.com
10
Center Ad Position
1to1 Magazines Weekly Digest Center position 468x60 4 issues of 1to1 Magazines Weekly Digest
1to1media.com homepage
MEDIA KIT 2013
1to1media.com article pages
Center position 468x60 1to1media.com homepage 468x60 article pages

File Type: Flash, Gif, or JPG Max weight: 36k
COST: 1x: $6,000 4x: $5,500
468x60
468x60

www.1to1media.com
11
Website Advertising Only
Peelback Ad
peelback
MEDIA KIT 2013
300x250
72x64(edge) 728x315(full) File Type: JPG Max Weight: 60k

COST: 1x $6,000 4x $5,500
Side Banners
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
300x250 300x250
300x250
COST: 1x $5,500 4x $5,000

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

www.1to1media.com
12
1to1 Media In Action
Connecting readers with solution providers

>1TO1 IN ACTION WHITE PAPER SERIES
MEDIA KIT 2013
Pair an advertorial for your company with a feature article about a topic important to our readers.
Using Social Media to Strengthen Customer Loyalty

experiences that resonate with Discover the types of social media more prosperous relationships. customers and lead to stronger, conversation on the front lines on Find out how Get Satisfaction puts customer loyalty on page 5. page 4. And read how Medallia maximizes
Benefits:
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 Medias integrated channels.
Upcoming Topics Voice of the Customer Self-Service Customer Loyalty SoLoMo Intelligent Contact Center Demand Gen/Lead Nurturing Speech Analytics Big Data/Customer Analytics Multichannel Customer Service Integrated Marketing Social Service Materials Due Date 1/7 2/4 3/4 4/8 5/6 6/3 7/8 8/5 9/3 10/7 11/4 Publish Date 2/7 3/4 4/1 5/6 6/3 7/1 8/5 9/2 10/7 11/4 12/2
2013 Specs
CONTENT: 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 creating charts that are not submitted according to these specifications. Please call with questions.
BRANDED EDITORIAL
Distribution and Reach:

Listing in 1to1 Magazines Weekly Digest Listing on 1to1media.com Dedicated email of PDF with all participating sponsors.
2013 Rates
1x Full Page Two Pages $7,500 4x $6,500 9x $6,000 $8,000 $11,000 $9,000
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.
Suggested Content
Case studies White paper excerpts Your companys unique market position Overview of your technology solutions and how it applies to our readers businesses

www.1to1media.com
13
1to1 Media Featured Downloads

MEDIA KIT 2013
Use your content to drive leads

Our Featured download integrated program is designed to feature your content across 1to1 Medias interactive channels. 30-day listing in 1to1media.com and 4 listings in 1to1 Magazines Weekly Digest newsletter
2013 Rates & Specs

Optimize the performance of your content listing 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.
featured download
featured download
Rate: $4,000 monthly listing

www.1to1media.com
14
1to1 Media Dedicated Email Campaigns
1to1 Partner Alert program

Reach our audience of decision makers in marketing, sales, service and corporate management responsible for selecting customer-focused technologies for their companies.
MEDIA KIT 2013
Requirements
Clients provide the HTML creative and well 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.
Drive leads
Distribution:
Send to our entire email list of 30,000 opt-in subscribers or select by geographic region.
> View the demographic breakdown of our audience on page 3.
directly to your company from your content!
Reach
2013 Rates
Rate: 1x $8,500 3x $8,000 6x $7,500
individuals who have opted to receive your content!
$500 per select for A/B testing.

www.1to1media.com
15
The 1to1 Media Webinars
Quality leads, global brand recognition, and powerful thought leadership
MEDIA KIT 2013
An hour-long online event designed to showcase your companys solutions to a very targeted and focused audience. Align your brand and value proposition 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, audience members can ask questions and have realtime conversations with senior level executives.
> Host your own webinars?

The 1to1media staff is excellenton 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
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.

www.1to1media.com
16
Take 30 with 1to1 Media
New Web event series

Sponsor 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.
MEDIA KIT 2013
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
Benefits::
Establish your companys capabilities to address todays 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! Theres no time commitment on your part.
> Visit our website to view the most current calendar.

www.1to1media.com
17
1to1 Media Ghost-Written Content
Deliver your message in a compelling and impactful way.

Dont have the time or resources to create high-quality content?
Take full advantage of the expertise of 1to1 Media. Our awardwinning 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.
MEDIA KIT 2013
1to1 Media will develop and position custom content for your company so that it gets maximum exposure and impact.
Why collaborate with 1to1 Media?

Industry knowledge: 1to1 Media has over 20
1to1 Media offers:

White papers Case studies Executive blogs Newsletters Much more!
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 Medias editorial team has been recognized by the Society of Professional Journalist, the American Society of Business Publications Editors, Tabbies, Eddie and Ozzie and more.
years of experience in the customer relationship management 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 successful executives at top companies, and review books and articles by todays most innovative authors.
(these have been very popular)

www.1to1media.com
18
1to1 Media Co-Branded White Papers
Build instant credibility and drive hundreds of qualified leads

white paper | 2012
MEDIA KIT 2013
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.
Full Marketing Support to Drive Leads to Your Site:

Dedicated email campaign to 1to1 Medias opt-in list of around 30,000 people. Featured in one issue of 1to1 Magazines Weekly Digest. Listed in three additional issues of 1to1 Magazines Weekly Digest. Listings on 1to1media.com for 60 days. Posted on the 1to1media.com white paper library page for one year.
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
Benefits:
white paper | 2012
Cashing in on Customer Insight

Customer analytics can help companies increase loyalty, profitably grow revenue, and outmaneuver the competition
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 foundation of your integrated marketing campaign. Highly qualified leads driven directly to your company.
4 4
Dont Be in the 4%
New research reveals that 96% of companies are leveraging VoC to improve business performance.

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 Microsofts strategic marketing and demand generation activities.
Karen E. Smith, Worldwide Senior Product Manager, Microsoft Windows Embedded Business
www.1to1media.com
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1to1 Media Executive Dialogue
Tap Into The Experts and Showcase Your Companys Success

focus:
MEDIA KIT 2013
Executive Dialogue
Featuring Don Peppers and Martha Rogers, Ph.D.
Marketing Analytics
A 1to1 Media editor will drive the conversation between your Senior Executives and either Don Peppers or Martha Rogers, Ph.D. The conversation will focus on a business challenge relevant to your company, emphasizing your companys success. Each brief combines the thought leadership of Peppers & Rogers Group, 1to1 Medias editorial talents, and one of your senior-level executives experience and expertise.
Don Peppers
Next-Generation Revenue Generation:
for Success
Recognized for over a decade as one of the leading authorities on customerfocused business strategy, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the worlds premier customer-centric management consulting firm that provides clients with world-class customer strategy, flawlessly executed, for bottom-line impact.
Strategies
t
digitaland companies are rewiring to address this new reality.
The Process:
1. Kick-off call with your executive to introduce the editor and collaborate on the project. 2. 1to1 Media will create an overview 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 registration and market the executive Dialogue to its subscriber base.
The right mix of customer data and analytics can help companies attract and retain high-value customers and grow revenues profitably.
he global economy remains turbulent, as does the associated challenge corporate decisionmakers face in determining cost-effective ways to retain their best customers, attract new
ones, and generate profitable top-line growth. Buyers have changedtheyre social, mobile, 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 analyze 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 experience, decision-makers can glean critical information to help them adapt and develop relevant, tailored sales, marketing, and customer support strategies that the competition cant. 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 Peppers & Rogers Group, and Judi Hand, President and General Manager of Direct Alliance Corporation 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.
Judi Hand
Judi Hand is President and General Manager of Direct Alliance Corporation, a wholly owned subsidiary of TeleTech, Inc., and Chief Sales Officer for TeleTech. Judi leads TeleTechs global sales effort for new client acquisition and business expansion with existing clients. Judi Hand has focus: Multic hannel Custo mer Expermore than 20 years of executive ience experience in sales, service, and marketing to business and consumer customers at all levels.
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 theyre purchasing with these devices. Couple that with the fact that everything is completely transparent nowadays. If a customer has Featuring company, had a bad experience with a Don Peppersthats going to be understood within minutes. Companies and Martha Rogers, Ph.D. must make sure that theyre 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-
Benefits:
A customized, co-branded executive brief to use in your marketing 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
The #1 Essen tial Business tions that are being held outside of the four walls of their companies. Then, they can build the correct touchpoint Practicestrategies that will make these customers want to continue to do business with them. for Creating Don Peppers: This social-mobile reality means that theres nowhere to hide anymore. It used to be
Recognized for more than a decade as one of the leadin on customer-focu g authorities sed relationship management strategies for business, Martha Roger s is an acclaim ed author and a Found ing Partner of Peppers & Rogers Group . Martha has coauthored eight books with Don Peppe rs. newest book, Rules to Break Their and Laws to Follow, advan ces the concep the customer base as a revenu t of ducing asset for businesses, e-procapable of driving a compa nys long-term economic worth.
Martha Rogers, Ph.D.
Experiences
c
Compelling C ustomer
that you owned your brand message. You communicated it out.
Kevin Cochrane
As Vice Presid ent of Enterp rise Marketing, Customer Experience at Adobe, Kevin Cochra ne leads the companys worldwide enterp rise product marketing efforts to enable compa nies and government organizations to provide engaging busine ss experiences via next-generat ion customer experience management (CEM) enterp rise solutions. Cochra ne and his team are responsible for defining Adobe enterprise go-to-m s arket strateg y and product launch process. Cochra ne joined Adobe through its acquis ition of Day Softwa re, where he served as Chief Marketing Officer.
ompelling custom er experiences are simply smart alty, aid in attrac business: They ting new custom increase custom This, in turn, ers, and help er loydrives successful to foster custom business outco er advocacy for costs, and highe mes like increa your brand. r internal produ sed revenue, ctivity to help reduced opera from the custom boost the bottom ting ers perspective line. Thinking requires intern order to develo from the outsid al collaboratio p a deep under e in n and agility standing of what within companies they want to a customers want do it, as well in as developing to accomplish, Without these the know-how why and how basic elements, to deliver that experience to customer exper It lacks conte them. ience falls flat. xt. Customer Its inconsisten experiences that cross-channel t across chann are developed collaboration els. within individual leave custom business. That channels absen ers feeling discon kind of isolati t of nected from differe on places custom Conversely, when nt parts of the ers at risk of CIOs and busin defecting to comp ess executives tations, they etitors. enable their organ collaborate to deliver on custom ization to delive delight custom er expecr intuitive multic ers at every point hannel exper of interaction, and security. iences that while mitigating Working closel risk and maint y with IT, busin responsive to aining contro ess leaders can customers. Using l harness techn agile technologie ology to be more can proactively s that can layer support both across existin business and ing market condi g systems, IT customer needs tions, evolving to keep pace customer prefer with rapidly chang In this 1to1 Execu ences, and greate tive Dialogue, r customer expec industry thoug Peppers & Roger tations. ht leaders Marth s Group, and a Rogers, Found Kevin Cochrane, discuss how ing Partner of Vice President to: of Enterprise Marketing at Construct a Adobe, compelling multic hannel custo Build a collab mer experience orative IT/bus . iness partnership that becomes Gain business a point of comp benefits such etitive differe as improved productivity, ntiation. customer satisf faster speed action, increa to market, and sed revenue lower operating and costs. Traditionally, theres been tensio n between busine think that is? ss leaders and And more impor IT executives. tant, why must Why do you they now join forces? Kevin Cochrane: Theres two funda mental reaso nect between ns why there marketing and has historically IT. First and forem the marketing been a discon ost, they speak side, youre talkin different langu g about multic ages. On hannel camp aigns, analytics and testing,
Collaboration among business and IT leaders multichannel expe is the key to build riences that mee ing captivating t business and customer need s.

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1to1 Media Tips & Takeaways

An Actionable Guide for Busy Decision Makers
From Peppers & Rogers Group Tools You Can Use
MEDIA KIT 2013
TopiC: Website Engagement
Ten Tips for Making Websites Stickier

Understand the reasons customers abandon websites and develop effective responses to keep them engaged.
Distribute your companys actionable insights to top executives at leading companies

1to1 Media will produce a 4 page strategic guide designed to get your companys insight in front of busy executives. Our editors will combine Peppers & Rogers Group marketplace experience with your companys best practices.
sample topics:
Data Analytics Demand Generation and Lead Management Workforce Optimization/ Employee Engagement Loyalty Social Media Using Content as a Relationship Building Strategy Voice of the Customer Customer Service Cloud Computing Multichannel Marketing Mobile Marketing
ustomers typically have priorities when they visit a combut 36% of this group were unsuccessful. The main obstacle expanys website. in some cases their intention is to evaluate pressed by 39% of those who abandoned was that they couldnt product characteristics or to compare prices. other times theyre find the products they were looking for. interested in identifying store locations or company information. What Can Be Fixed Regardless of their mission, customers all too frequently drop While theres not much that companies can do to address personal off before making a purchase or finding the information they origimotivations for website abandonment, other snags such as content nally set out to find. The reasons online customers abandon are fairly consistent, says and navigational issues, can be addressed, says onder oguzhan, Lane Cochrane, Vice president, insight, iperceptions. a partner at peppers & Rogers Group. For instance, in some cases people are going to abandon no matter The reasons online when websites are difficult to navigate, visitors can what, either because theyre not ready to move to the next get stuck on a task thus preventing them from customers abandon logical task on a website or they havent finished conductare fairly consistent. moving on to the next activity, prompting most of ing product or pricing research, Cochrane says. other them to give up and leave, says oguzhan. Lane Cochrane, Vice President, Another common roadblock is simply a lack of times, visitors abandon because of frustrations related Insight, iPerceptions information. For example, when consumers visit to the website experience. These might include technical a retail apparel website, they might want to know problems, such as if a website is having trouble processing deep into the transaction whether a pair of shoes comes in half an address thats entered. The types of websites people visit and the reasons they visit sizes. if they cant find that information and its important enough also dramatically influence the causes for desertion, says Duff to them, visitors will become discouraged and abandon their Anderson, Co-Founder and Vice president, Research, ipercepshopping carts, notes Cochrane. The key to keeping customers on your website and helping them tions. According to a Q2 2010 survey of 160,000-plus visitors to to complete their tasks begins with understanding what caused hospitality sites conducted by iperceptions, 32% of visitors were them to abandon and then taking actionable steps to improve the on site intending to make reservations, however a third of this customer experience. While its fairly easy for most companies to group abandoned their reservation. The top reason for abandonidentify at which point during an online interaction a customer has ing their reservation was price. By comparison, a similar ipercep abandoned, tions study of 400,000-plus visitors to more than 200 its historically been more challenging to determine why retail and theyve abandoned. e-commerce sites revealed that 22% of visitors intended to buy,
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:
Benefits:
Your companys content presented to our audience of over 100,000 seniorlevel executives. A polished and compelling PDF to use in your marketing efforts.
Navigation The visitor is unable to find what theyre 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.
like
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 include 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 information to drive traffic to demand more money from advertisers while transactional sites require it as means to sell products or services.
From Peppers
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n Center Evolutio TOPIC: Contact
ess Speed of Busin Moving at the
agile and deal of mer requires an offers a great contact center s connected custo it can analytics in the tations of today are calling and The use of why customers Meeting the expec . Busy, deit can tell you s that are avail-
cloud. service via the ach to customer responsive appro
The brand credibility of 1to1 Media, a recognized resource for CRM and Customer Experience Professionals.
se speed of report promise becau g at lightning act. from the reams rush. Business is movin get that data Officer at inCont that competitive be tough to Just the Facts: Chief Marketing the catalyst for els, n McDonagh, ers are often se, as McDonagh h multiple chann able, says Marian manding custom are effective becau companies throug s offer far interact with Such scenarios t center service Customers today mobile, and social. based contac nality notes, cloudWeb, email, chat, adding functio flexibility for including voice, customers and r agility and ics in keep pace with re systems. to greate d softwa need a The use of analyt offers For companies premise-base nment, they on the fly than leaders can leverbusiness enviro the contact center se and agile contact center the changing of promi thats flexible respond Forward-thinking a great deal infrastructure all to identify and tell you why contact center and techniques requests across nces. because it can age other tools d to customer needs and prefere calling and are turning enough to respon ing customer techcustomers are organizations swiftly to chang Increasingly, to get that zation and other bility, touchpoints. it can be tough the use of virtuali for their afforda to help This includes ting platforms in this report, the reams of data from to cloud compu reliability to help well explore later available. agents who simplicity, and nologies, which reports that are sibility, agility, retain highly skilled behaviors. acces and ing ers. Pairagh, companies attract customers chang the right custom and ac-Mariann McDon keep pace with s integrated be matched with Officer, can help can then and service nChief Marketing right customer Technologies agent with the better help decisio nship and inContact ing the right h the cloud can ompany relatio alized cessed throug customer-to-c ed ers at a person strengthen the tand custom that lead to improv iors, and makers unders er experiences needs, behav t their future outstanding custom help provide level and predic . ers; ss. ction and loyalty with their custom customer satisfa value to the busine keeping pace a director sses arent just says Cheryl Nolan, Smart busine possible, ahead of them, al, as well as staying a step theyre . Today it is practic know our Rogers Group ences and to at Peppers & e ntiated experi is that ers with differe Spikes in Volum center services Adjusting to to engage custom cloud-based contactsudden shifts in contact level. l or benefits of using a one-to-one Aberdeen quickly to seasona of the biggest customers on
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 isnt. 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.
The Flexibility
real time of The Cloud nies to act in require compa t cencted customers -based contac Todays conne and issues. Cloud sary ons, comments, component neces to their questi a fundamental agility because proving to be with speed and ter services are size, analyze, these capabilities quickly synthe bringing about for nies to channels. can enable compa assortment of cloud platforms from across an nies to er insights s allow compa and act on custom t center service fastbased contac the fly to meet In addition, cloudcapabilities on to customer service make changes preferences. serer needs and leveraging cloud changing custom nies are also ations to help number of compa An increasing self-service applic cost-effective decisionramp up example, vices to rapidly themselves. For t center y resolve issues analysis of contac customers quickl to h predictive nly calling in discover throug ers are sudde makers may of custom y feature. The high percentage online bill-pa traffic that a glitch in the services to because of a contact center pay their bills cloud-based bills using selfcan leverage ers to pay their contact center ilities for custom agents. develop capab overloading live rapidly and avoid Web self service service IVR or
One react chart from a recent help companies channels. This efforts. theyre able to across different ce management center traffic volume the challenges facing workfor Group report reflects
Workforce Contact Center Companies with Initiatives Management 48% 44%
24%
High turnover of high-quality/ top-tier agents
N=166.
Collaborate
with a 1to1 editor who knows the industry, to develop a list of compelling and impactful tips and takeaways.
Unpredictable customer traffic
er Increased custom demand for service
Source: Aberdee
n Group, Workforc
e Management
in the Contact
Center, April 2012.

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21
1to1 Media Case in Point

Showcase your capabilities with your customers case studies
Comprehensive, co-branded case studies that demonstrate real examples of how your companys solutions build customer valuethe most valuable testimony for your company.
1to1 Medias established reputation for providing valuable case studies and Peppers & Rogers Groups 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.
MEDIA KIT 2013
1to1Case in Point
A Model Case Study in Contact Center Services
The Process:
Submit qualification and authorization form Interviews of up to two executives A 1to1 Media draft for review
At a Glance
Company: Straight Forward Industry: Contact center and consulting services Founded: 2009 Headquarters: Sauk City, WI President: Rod Schwegel
Exploiting the Clouds Flexibility to Compete with Goliaths

Start-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 theyd need a contact center platform that would be scalable enough to support the companys anticipated growth, while providing the functionality needed to meet the requirements of its clients. The company that Schwegel and Recker createdStraight Forwardprovides its clients, predominantly Internet, cable, and phone companies, with a blend of in- and outbound contact center services. Straight Forward interacts directly with its clients customers, providing 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, products 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,
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 eNewsletter, 1to1 Magazine Weekly Digest 1to1 Media marketing of the 1to1 Case in Point to over 130,000 subscriber base
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 companys strategies as best practices.
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 its a startup 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 original contact center platform it had been using just wasnt 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 continued to add clients and grow, it discovered that the contact center platform wasnt meeting its customers data reporting needs. For example, Straight Forwards largest client has a sophisticated multi-product service offering. An inbound call to the company could be dispositioned 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 Straight Forward needed a reliable contact center platform that could support its efforts to deliver rich contact center reports to its clients.
Quick Turnaround
4 weeks turnaround helps achieve immediate results!

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1to1 Media Research Offerings

1to1 Media can help you meet ANY marketing objective in ANY format!
Content DevelopmentAll content creation including discovery, research, interviews, and writing Design and ProductionCreation of look and feel to support strategic objectives as well as production of
the deliverable in desired format.
MEDIA KIT 2013
Project ManagementA single point of contact to coordinate all aspects of the project including timelines,
budgets, and regular reporting of metrics, results, and next steps
ROI Assessment and Analysis

1to1 Medias ROI measurement program provides objective, third-party validation of the benefits your technology solution delivers. This includes: Peppers & Rogers Group measurement experts evaluate 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 Medias ROI studies are ideal as sales collateral, PR outreach, demand-gen premiums, Web site content and more.
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 publicize results.

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23
Meet Some of Our Clients

See who has already benefited from 1to1 Medias engaged database, award-winning editorial team and proven programs
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
MEDIA KIT 2013

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Media Kit 2013

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MEDIA KIT 2013

1to1 Media is a division of

One Customer Experience Why 1to1 Now?

MEDIA KIT 2013

1to1 Media Offers:

A highly engaged database An award-winning editorial team Proven programs

> Our Focus

The 1to1 Media Audience

Qualified. Engaged. Responsive.

MEDIA KIT 2013

Auto, CPG, Durable Goods, Pharma, etc.

High-Level and Motivated Readers

12% 11% 32% 45% 22%

Companys Primary Sales Target

Qualified & Engaged Readers

Regular surveillance and management of inactive records

dara Brooks 203-989-2197 dara.brooks@1to1.com

Meet the 1to1 Media Editorial Team

Seasoned professionals who live and breathe CRM and 1to1

MEDIA KIT 2013

Mila DAntonio editor-in-Chief

Tom Hoffman executive Business editor

Cynthia Clark senior Writer

Anna Papachristos staff Writer

MEDIA KIT 2013

Bring Don and Martha to your next:

>Visit the new speaking website

Partial Vendor Client List

1to1 Medias Interactive Platforms

1to1media.com: The source for 1to1 solutions

MEDIA KIT 2013

Distribution and Reach

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Read an issue >

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dara Brooks 203-989-2197 dara.brooks@1to1.com

2013 Editorial Calendar

2013 Editorial Calendar 1to1 Magazines Weekly Digest

1to1 Magazines Weekly Digest

2013 editorial calendar

In Action: Intelligent Contact Center

September 2 Feature: Analytics give Big Data a boost

October 7 Feature: Service in the cloud

In Action: Big Data/Customer Analytics

In Action: Multichannel Customer Service

In Action: Integrated Marketing

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1to1 Medias Interactive Ad Packages

MEDIA KIT 2013

Leaderboard 728x90 4 issues of 1to1 Magazines Weekly Digest

Leaderboard 728x90 ROS on 1to1media.com

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Leaderboard 728x90 4 issues of 1to1 Magazines Weekly Digest

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