Press Release

Egham, UK, March 17, 2011 View All Press Releases

Gartner Announces Winners of Gartner and 1to1 Media Customer Relationship Management Excellence Awards 2011 in EMEA

Gartner, Inc. today announced Centrica British Gas as the overall winner of the Gartner and 1to1 Media Customer Relationship Management Excellence Awards 2011 in Europe, the Middle East and Africa (EMEA).

The award recognizes the company that most clearly demonstrated excellence in its CRM initiatives based on criteria defined in Gartner's Eight Building Blocks of CRM and 1to1's approach to building profitable customer relationships based on understanding customer needs and value. The award was presented at the Gartner Customer Relationship Management Summit 2011, held in London on 14-15 March.

In addition, Gartner and 1to1 Media presented awards for four categories of CRM initiatives. The "Integrated Marketing" category was won by Akbank, the award for the "Enterprise Efficiency” category was won by BT, the "Customer Analytics" category was won by Centrica British Gas and the "Customer Experience" category was awarded to the University of New England.

For the overall winner, three finalists, Akbank, BT and Centrica British Gas, were selected by a panel of Gartner analysts and 1to1 Media judges. They presented their case studies to more than 490 attendees, who voted to select the overall winner of this year's awards.

“Centrica British Gas took its CRM approach further than most companies by including a behavioral change among employees,” said Johan Jacobs, research director at Gartner. “The initiative showed the people-side benefits of technology, specifically speech analytics.”

"Each of the winning organizations has a comprehensive initiative that has driven true organizational change and produced impressive results,” said Ginger Conlon, editorial director at 1to1 Media.

The EMEA Gartner and 1to1 Media CRM Excellence Awards attracted submissions from organizations throughout Europe and Asia, representing industry sectors including financial services, education, construction supplies, information technology, telecommunications, utilities, and media/entertainment. Gartner and 1to1 Media will extend the awards programme by honoring companies from the Americas in the same categories at the Gartner Customer 360 Summit 2011, being held on 30 March-1 April, in Los Angeles.

This is the fourth year that Gartner and 1to1 Media have partnered to award forward-thinking organizations for innovative customer strategies and CRM initiatives that drive bottom-line results. The global programme highlights world-class customer strategy and CRM initiatives and broadly shares their successes, challenges and insights.

More information about the awards can be found at Additional information from the event will be shared on Twitter at using #GartnerCRM.

About Gartner Customer Relationship Management Summit
CRM is entering a new era where the focus is much more on the relationship and less on its management. Driven by social media, a more open, honest and balanced approach is emerging, where organizations listen to and work with their customers to provide mutually beneficial and rewarding relationships. At the Summit, Gartner analysts will provide guidance on how to apply intelligence to customer interactions and become socially aligned and digitally enabled. They will also explore best practices and technology to effectively help organizations use analytics, and achieve lasting improvements in data quality.

About 1to1 Media
1to1 Media is dedicated to helping organizations realize the greatest value from their customer base by providing 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 who 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 our audience of more than 125,000 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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