Gartner and 1to1 Media CRM Excellence Awards

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This event is very relevant to any company looking for information to improve B2C or B2B communication, marketing, education opportunities for all channels.

Gartner and 1to1 Media CRM Excellence Awards 2012

What

The Gartner and 1to1 Media CRM Excellence Awards 2012 are all about highlighting world-class customer strategy and CRM initiatives and broadly sharing their successes, challenges and insights.

Awards will be announced for six categories:

CUSTOMER EXPERIENCE EXCELLENCE

Each nomination will be judged on the impact of the organization’s customer experience to increase customer engagement (demonstrated by improvements in such areas as loyalty, retention, and advocacy), and enhance business performance across several criteria, including the quality of their overall customer experience strategy, the execution of that strategy, and the results. Nominees must have in place and provide examples of specific customer experience initiatives that involve at least two key customer-facing functions (e.g., customer service, marketing, sales, E-commerce, field service, logistics).

CUSTOMER SERVICE OPTIMIZATION

Each nomination will be judged on the organization’s use of multiple customer service channels to increase customer engagement and improve business performance across several criteria, including the quality of the overall customer service strategy, the execution of that strategy, and the results. Nominees must provide examples of how at least two key integrated touchpoints (e.g., agents, online self-service, social) work in tandem to optimize customer service.

INTEGRATED MARKETING PERFORMANCE

Each nomination will be judged on the organization’s use of integrated marketing to increase customer engagement and improve marketing performance across several criteria, including the quality of the overall marketing strategy, the execution of that strategy, and the results. Nominees must provide examples of how at least two integrated marketing touchpoints (i.e. email, online, mobile) work in tandem to improve marketing performance.

SALES EFFECTIVENESS

Each nomination will be judged on how well the organization’s sales and e-commerce strategies help to increase customer engagement and improve close rates among profitable customers across several criteria, including the quality of the overall sales strategy, the execution of that strategy, and the results. Nominees must provide examples of how such elements as compensation, training, and technology help to improve sales performance.

SOCIAL ENGAGEMENT

Nominations will be judged on their use of social channels to increase customer engagement and improve business performance across several criteria, including the quality of the overall social engagement strategy, the execution of that strategy, and the results. Nominees must use social for at least two of the three key customer-facing functions (i.e. customer service, marketing, sales) and provide examples of the effectiveness of their integrated approach.

CUSTOMER ANALYTICS

Nominations will be judged on their use of customer analytics to increase customer engagement and improve business performance across several criteria, including the quality of the overall analytics strategy, the execution of that strategy, and the results. Nominees must provide examples of how they’re using customer analytics on an ongoing, strategic basis.

Thank you for entering the 2012 CRM Excellence Awards. We appreciate the time and effort that goes into the preparing a submission. Your entry will be reviewed by a panel of judges who will assess your CRM initiative against the 8 Gartner CRM Building Blocks that we define are critical for a successful implementation (see graphic), as well as 1to1’s approach to building profitable customer relationships based on understanding customer needs, behavior and value.

8 Gartner CRM Building Blocks

CRM Vision: Leadership, Market Position, Value Proposition
CRM Strategy: Objectives, Segments, Effective Interaction
Valued Customer Experience

Understand Requirements
Monitor Expectations
Satisfaction vs. Competition
Collaboration and Feedback
Customer Communication

Organizational Collaboration

Culture and Structure
Customer Understanding
People: Skills, Competencies
Incentives and Compensation
Employee Communications
Partners and Suppliers

CRM Processes: Customer Lifecycle, Knowledge Management
CRM Information: Data, Analysis, One View Across Channels
CRM Technology: Applications, Architecture, Infrastructure
CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve

In the Americas, one primary winner will be selected from each category, with honorable mentions for runner-up honorees. Those with the most compelling results may be asked to deliver a case study presentation about their initiative and results at the US Summit. The winners will be interviewed by 1to1 Media and have their stories covered in 1to1 Media publications.

In EMEA, judges will select one winner from each category. Those with the most compelling results may be asked to deliver a case study presentation about their initiative and results at the Summit in London. The winners will be interviewed by 1to1 Media and have their stories covered in 1to1 Media publications

If you have any questions please contact us via the email addresses below.

Thank You and Good Luck!
Gartner and 1to1 Media

HOW TO APPLY

How to Submit your application(s):

Please download the Word-based questionnaire by selecting the category you wish to submit for:

Note:

Please submit all Americas entries, by December 23, 2011 (deadline extended 1 week)
Please submit all EMEA entires by March 9, 2012

Send all submissions to:
awards@1to1.com

Text (in the form of relevant questions) have been added to some questions to help guide and focus your answers. Please limit all question responses to a maximum of 150 words to help ensure concise answers.

Please feel free to attach any additional information that you feel is appropriate. However, please bear in mind that that this information will be treated as "useful" for clarification purposes and a more detailed understanding rather than "critical."