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STAMFORD, Conn., March 31, 2011 View All Press Releases

Gartner and 1to1 Media Announce Winners of the 2011 CRM Excellence Awards

Awards to be Presented at the Gartner Customer 360 Summit in Los Angeles, March 30-April 1



Gartner, Inc. and 1to1 Media announced today the five winners of the Gartner & 1to1 Media CRM Excellence Awards. The winners are CEMEX USA, Coop – Cooperativa de Consumo, Golden State Warriors, International Speedway Corporation and Vivint.

Through this joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that take a customer-centric approach to improving their business performance and have seen exceptional results from doing so. The winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff and business and academic experts.

“With added competitive pressure to have a customer-centric culture and the imperative to listen and learn from your customer and adapt the customer experience, it is more important than ever for organizations to understand the full range of CRM possibilities – and how to derive the most business value from it.” said Johan Jacobs, research director at Gartner and CRM Excellence Awards chairman. “These organizations did just that - delivering innovative programs focused on providing a superior customer experience while gaining important business value at the same time.”

“Clearly, organizations of every size and across every industry can profit from adopting a customer-focused approach to business,” said Ginger Conlon, editorial director of 1to1 Media. “This year’s award winner demonstrate the many benefits of building customer-centric business strategies.”

These five companies will be presented with their awards in the following five categories

  • Customer Experience (CEMEX USA) — CEMEX USA achieved a 360-degree view of the customer with a single point of contact which helped enhance their customers’ experience.
  • Customer Analytics (COOP – Cooperativa de Consumo) — COOP's goal was to increase the company's revenue, by maintaining the consumption of high-value customers and increasing consumption of customers with greater potential. Results included 2.3 million direct mail interactions, incremental revenue goal of relationship campaigns was exceeded by 62 percent, and 64 percent of accumulated positive ROI (incremental gross margin on campaigns costs).
  • Social Engagement (Golden State Warriors) — The Golden State Warriors created a unique way to unveil the team’s new logo and branding, which led to five times the amount of traffic to their web site over 2009 and a significant increase in Facebook fans and Twitter followers.
  • Integrated Marketing (International Speedway Corporation) — International Speedway Corporation had a goal to become a lifecycle, or “relationship” marketer, and most effectively achieve an integrated marketing initiative. They succeeded in achieving a 360-degree view of each customer and prospect which enhanced the quality and reliability of consumer data.
  • Enterprise Efficiency (Vivint)  — Vivint introduced an end–to-end automated field service management solution that addressed the area of appointment booking, mobility and customer communications to achieve the goal of continuous Improvement in service quality.

Runners up were also selected in each award category:

  • Customer Experience – Jackson Hewitt Tax Service
  • Customer Analytics – Montgomery County, Maryland
  • Social Engagement – J&P Cycles
  • Integrated Marketing – BCP
  • Enterprise Efficiency – Jones Lang LaSalle

This is the fourth year of the Gartner & 1to1 Media CRM Excellence Awards partnership. The goal of the partnership is to establish a standard of excellence for customer-focused organizations and honor those companies that provide value to customers and shareholders by effectively bringing together strategy, technology and execution to deliver ideal customer experiences. All of the winners will be featured in the 1to1 Media print and online publications and on the Gartner Customer 360 Summit web site. 

The identification of a Gartner & 1to1 Media Award winner or finalist is not an endorsement by Gartner or 1to1 Media of any vendor, product or service. More information on the Gartner & 1to1 Media CRM Excellence Awards is available on the Gartner Customer 360 Summit Web site at www.gartner.com/us/crm or at 1to1media.com.

About Gartner Customer 360 Summit
The Gartner Customer 360 Summit is a comprehensive event offering the latest customer strategies and technologies, how those technologies affect your customer relationship initiatives, and what organizational and cultural changes must occur to meet your company’s goals. Additional information is available at www.gartner.com/us/crm.

About 1to1 Media
1to1 Media is dedicated to helping organizations realize the greatest value from their customer base. We provide resources that deliver relevant information on the latest thought leadership regarding customer strategy and marketplace trends. Our print, electronic and custom publications explore the best practices and trends from companies using customer initiatives to drive results. 1to1 Media is a division of Peppers & Rogers Group.  www.1to1media.com.

 

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