Press Release

STAMFORD, Conn., June 22, 2010 View All Press Releases

Gartner and 1to1 Media Announce Winners of the 2010 CRM Excellence Awards

Winners to Present Their CRM Case Studies at the Gartner Customer 360 Summit in Los Angeles, June 28-30


Gartner, Inc. and 1to1 Media announced today the five winners of the Gartner & 1to1 CRM Excellence Awards. The winners are Diefendorf Capital Planning Associates,, inc., Merrill Lynch, Navy Federal Credit Union, and Sprint Nextel.

Each company will present their winning case study to conference attendees at the Gartner Customer 360 Summit taking place June 28-30 at the Hyatt Regency Century Plaza in Los Angeles.

The awards are given to the companies that most clearly demonstrate exemplary customer relationship strategy and an unrivaled level of excellence in delivering the customer experience. The winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff and business and academic experts.

“To achieve the long-term value of CRM, enterprises must understand that it is a strategy involving the whole business, and therefore should be approached at an enterprise level,” said Johan Jacobs, research director at Gartner. “These organizations are excellent examples of implementing CRM strategies and technologies to help better understand, grow and engage customers.”

“We’re continually impressed by the quality of the entries and how companies of every size and in every industry are improving customer experiences to drive bottom-line results. This year’s winners exemplify the best practices that we live and breathe at 1to1 Media. They’re putting the customer at the center of their business,” said Ginger Conlon, editorial director of 1to1 Media.

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

1. Enterprise-wide (Merrill Lynch)—The processes and benefits of aligning multiple channels (online and off-line) and departments (i.e. marketing to sales, sales to service, service to finance, etc).

2. Growth (Navy Federal Credit Union) —Organization that can point to the most significant improvement in customer value, such as revenue growth, wallet share, products per person, frequency of purchase.

3. Efficiency (Diefendorf Capital Planning Associates)—Reducing operational and interaction costs without a detrimental impact on the customer experience. Excellence in efficiency improvements in sales, marketing, and customer service.

4. Customer Experience (Sprint Nextel) —Organizationsthat can demonstrate commitment and a top down focus on the ongoing enhancement of the customer experience, that ultimately results in an improvement to customer retention, satisfaction and loyalty.

5. Innovation (, inc. ) —The most innovative use of new channels and points of interaction (POI) (e.g., social networking analytics, virtual worlds, mobile) to support or enhance an organization's customer strategy.

This is the third year of the Gartner & 1to1 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.

Don Peppers, founding partner of the Peppers & Rogers Group, will moderate a best practices panel with the award winners at the Customer 360 Summit on Tuesday, June 29th at 9:15AM pacific time. 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 Award winner or finalist is not an endorsement by Gartner of any vendor, product or service. More information on the Gartner & 1to1 Media CRM Excellence Awards is available at, on the Gartner Customer 360 Summit Web site at or at

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 Members of the media can register by sending an e-mail to Christy Pettey at

About 1to1 Media
1to1 Media is dedicated to helping organizations realize the greatest value from their customer base. The company provides resources that deliver current and relevant information on the latest thought leadership regarding customer strategy and marketplace trends. 1to1 Media's print, electronic and custom publications explore the best practices, trends and developments from companies that are using customer initiatives to drive bottom-line impact. Backed by Peppers & Rogers Group, the globally-recognized leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, editorial expertise and global brand awareness to deliver the content needed by its audience of more than 150,000 decision makers and practitioners.


About Gartner

Gartner, Inc. (NYSE: IT) is the world's leading research and advisory company. The company helps business leaders across all major functions in every industry and enterprise size with the objective insights they need to make the right decisions. Gartner's comprehensive suite of services delivers strategic advice and proven best practices to help clients succeed in their mission-critical priorities. Gartner is headquartered in Stamford, Connecticut, U.S.A., and has more than 13,000 associates serving clients in 11,000 enterprises in 100 countries. For more information, visit

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