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London, England: (14th November 2000) ---- Peppers and Rogers Group, the leading management consultancy specialising in 1to1 Customer Relationship Management (CRM) and e-business strategies, is staging two European Executive Conferences this month in response to a plea from top European business people for expert insight into building 1-to-1 relationships with their customers.

Entitled ‘Multi-Channel 1to1 Marketing - The Business Case’, the conferences will be held in two European capitals - Amsterdam (21st November) and London (22nd November). Martha Rogers PhD, a world-leading expert in 1to1 marketing, will host each of the one-day events. She will be joined by other experts from the world of CRM to provide delegates with not only the business case for investment in a CRM strategy, but also the best practices.

"We have organised these conferences in response to European business people asking us how a 1to1 CRM strategy can increase their business performance," said Paul Lethbridge, Managing Partner and Managing Director of Peppers & Rogers Group Europe. "Leading organisations are now recognising the fundamental shift in the balance of power from the company to the customer. Many acknowledge that they must begin the transformation in order to relate to their customers on a `1to1 basis'."

He added: "New internet starts ups and small medium enterprises (SMEs) are now joining established blue chip companies in realising that the customer you have is more valuable than the prospect you don’t: customer retention is everything. The aim of these conferences is therefore to introduce business people to the fundamental strategies and technologies, which will help them, develop a powerful and effective CRM strategy to build retention and customer value."

"Successful 1to1 CRM requires companies to adopt individual customer strategies, customer segmentation no longer works, These individual customer strategies are concerned with satisfying customers' demands, shaping the company around the customer and, involving the customer in the process. It is collaboration, not marketing warfare that will be the foundation of the successful company," he concluded.

According to many analyst firms, the CRM services market is one of the fastest growing sectors with a predicted growth in worldwide revenues at a compound annual growth rate of 29% from $34.4 billion in 1999 to $125.2 billion in 2004, twice as fast as the expected increase. But, as discussed at a recent Gartner Group CRM conference in Cannes, if the CRM strategy isn’t implemented in the right way, with the whole company owning it, then any abundance of CRM software or tools cannot solve a company’s customer loyalty problems.

To register a place: please send a fax on +44 1276 244 94 and please provide your address details and the relevant venue, or telephone +44 1276 685 759, or simply e-mail us at:

Notes to Editors:

Peppers and Rogers Group was founded in 1993 by critically acclaimed authors and thought leaders Don Peppers and Martha Rogers, Ph.D. Steve Skinner is CEO and President. As the pre-eminent management consulting and media firm specialising in Customer Relationship Management and e-business solutions, Peppers and Rogers Group has earned global recognition for its ability to understand, communicate and provide multiple services that support clients’ migration from mass production and marketing towards 1to1 enterprise relationships.

Specific services include vision setting, strategy development, process and organisational design, solution development support, and operational implementation. The firm has offices throughout the United States, as well as in Australia, Brazil, Israel, Malaysia, Mexico, the Netherlands, New Zealand, South Africa, Singapore, and the UK with a global client list that includes Fortune 500 companies in nearly every industry. Most recent clients include AT&T, Agilent Technologies, BellSouth, One2One, P&O Stena Line, Thompson Holidays, Ford Motor Company, Hewlett-Packard, Newbridge, Scottish Power, US WEST, Verizon and Wolters Kluwer. For more information, visit the company’s web site at

Peppers & Rogers Group Europe

Hare Hatch Grange,

Bath Road,

Hare Hatch,


Berkshire RG10 9SA,


T: +44 (0)118 940 3200

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