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1to1 Media is a division ofwww.1to1media.com
MED
IA K
IT 2
013
2
MEDIA KIT 2013
www.1to1media.com
1to1 Media Offers:A highly engaged database An award-winning editorial team Proven programs
today’s customers have more control over how and when they engage with a company. for this reason, companies must deliver a seamless customer experience with every interaction across every channel. the 1to1 approach of treating each customer uniquely is more critical now than ever.
1to1 Media helps organizations apply the 1to1 approach to maximize the value of each customer relationship.
Our Focus• Contact Center Strategies• Customer Experience Management• Database/Analytics• Engagement/Loyalty• Interactive Marketing• Mobile/Video Solutions• Sales Solutions• Social Media Strategy• Voice of the Customer
ContentsOverview ................................................2
Audience ............................................... 3
Editorial Team ........................................4
Speaking .................................................5
1to1media.com ......................................6
1to1 Magazine’s Weekly Digest ............7
Editorial Calendar ................................. 8
Interactive Ad Packages ........................9
1to1 In Action .......................................13
1to1 Featured Downloads ..................14
1to1 Dedicated Email Campaigns ......15
1to1 Webinars ......................................16
Take 30 with 1to1 Media .....................17
1to1 Ghost-Written Content ...............18
1to1 Co-Branded White Papers ..........19
1to1 Executive Dialogue .....................20
1to1 Tips & Takeaways ........................21
1to1 Case in Point ................................22
Research Offerings ..............................24
Client List ..............................................25
>1TO1 IN ACTION WHITE PAPER SERIES
Mindshare Technologies .............................4Actionable Feedback for Frontline Managers
Vovici ............................................................5Toward True Customer Feedback Management
Capitalize on
Cross-ChannelFeedback
Voice of the customer programs must expand to keep pace with changing customer preferences.
BRANDED EDITORIAL
Cicero ...................................................4The Smart Desktop
IntelliResponse ....................................5Is Web Self-Service Right for You?
VoltDelta .....................................6The New Role of the Data Driven Contact Center
Vovici .........................................7Practices to Perfect Customer Experience Management
Many ChannelsOne Customer
Experience
>1TO1 IN ACTION WHITE PAPER SERIES
“ 1to1 Media has some terrific actionable content com-bined with many sponsorship opportunities. The quality of leads generated from these programs is well worth the investment.”Lauren Maschio, Director of Marketing, VoltDelta OnDemand
>
Why 1to1 Now?
Michael dandrea203-989-2204 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
3
MEDIA KIT 2013
The 1to1 Media Audience
Qualified. Engaged. Responsive.
dara Brooks203-989-2197 [email protected]
1to1 Media serves over 132,000 decision makers focused on customer-centric business strategy.
High-Level and Motivated Readers
■ Corporate/General Management■ Marketing/Sales/Customer Service Management■ Technology Management■ Other
■ BtoC■ BtoB■ BtoBtoC
■ Under $10mil■ $10 mil to $49.9 mil■ $50 mil to $99,9 mil■ $100 mil to $499.9 mil
■ Manager■ C-Level■ Director
■ Customer-Facing Staff■ Vice President
■ Manufacturing (Auto, CPG, Durable Goods, Pharma, etc.)■ Service Providers (Financial Services, Retail, Healthcare, Hospitality, etc.)■ Wholesale■ Other
Job Title IndustryJob Function
Revenue GeographyBtoB vs BtoC
■ $500 mil to $1 bil■ Over $1 bil■ Decline to Disclose
Qualified & Engaged Readers
For over two decades, leading decision makers in marketing, sales, service and corporate manage-ment have turned to 1to1 Media for innovative ideas and best practices in customer strategy.
Reaching across Leading industries
Service ProvidersFinancial Services, Retail, Healthcare, Hospitality, etc.
Manufacturing Auto, CPG, Durable Goods, Pharma, etc.
Wholesale: 1% Other: 1%
70%
28%
52%
BtoC BtoB Both
26% 21%
Company’s Primary Sales Target
Under $10mm .............................32%$10mm to $49.9mm......................12%$50mm to $99.9mm.........................8%$100mm to $499.9mm..................12%$500mm to $1b ............................12%Over $1b .....................................24%
Company’s Annual Worldwide Revenue
Diligent database management ensures that you reach qualified and engaged readers:
• An opt-in process required for all new subscribers.
• Partnership with ExactTarget and Pivotal Veracity for email deliverability monitoring.
• Regular surveillance and man-agement of inactive records
18%22%
34%11%
11%12%
32%45% 15%
www.1to1media.com 4
MEDIA KIT 2013
Meet the 1to1 Media Editorial Team
Contact our editorial team Mila D’[email protected]
Cynthia [email protected]
Anna Papachristos203-989-2192anna.papachristos@1to1.comtwitterlinkedin
Mila D’Antonioeditor-in-Chief
Cynthia Clarksenior Writer
Tom Hoffmanexecutive Business editor
Anna Papachristosstaff Writer
Seasoned professionals wholive and breathe CRM and 1to1
Think Customers: The 1to1 Blog.
Visit > the blogand join the conversation.
1to1 Media’s editorial team, led by Editor-in-Chief Mila D’Antonio, produces award-winning content and thought leadership. Put our industry experts to work for your company.
With more than 20 years of experience in the CRM industry, our editors are a vital presence in the CRM community, and are up to date on the latest industry trends. Our 1to1 Media editors attend and participate in large industry events, interview top executives at enterprise companies, and review books and articles by today’s most innovative authors.
> To learn more about our editorial team and upcoming editorial activities, visit our PR Resource Page.
www.1to1media.com
MEDIA KIT 2013
5
1to1Speaking
Don Peppers & Martha Rogers, Ph.D. are ready for your next event!Don Peppers and Martha Rogers Ph.D. started the customer revolution 20 years ago and today they are reinventing it with their latest book, Extreme Trust: Honesty as a Competitive Advantage. Their concept of “customer-centricity” resonates worldwide, making these thought leaders highly sought after across the globe. Bring Don or Martha to your next event; they’ll add credibility and attract a large audience.
Partial Vendor Client List
“Martha’s keynote presentation was
absolutely captivating! She kept the
audience engaged and responsive,
using storytelling and humor to pres-
ent sophisticated ideas and insights.
Attendees stayed until the end of the
day when she signed her book for them.
We will definitely use Martha again as a
keynote presenter!”
—Jim Hiepler-Hartwig, Senior Marketing Specialist, SAS
To learn more contact Michael Dandrea 203-989-2204 [email protected]
Bring Don and Martha to your next:• Visionary keynote
• Compelling, interactive workshop
• Webinars and online meeting
• Internal visioning session and executive workshops
• User event
• Management retreat
• Sales/Marketing Kickoff
• Roadshow
> Visit the new speaking websiteView past presentation abstracts, bios, news mentions and more.
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
6
MEDIA KIT 2013
1to1 Media’s Interactive Platforms
1to1media.com: The source for 1to1 solutions
Valuable resources.Articles, blogs, videos, white papers, and 1to1 Magazine’s Weekly Digest deliver current and relevant information on customer strategy and trends.
Thought leadership.Inspires senior executives to drive change within their organizations, making customer-based initiatives the centerpiece of their strategy.
Original content. Produced by 1to1 Media’s award-winning editorial team, Peppers & Rogers Group thought leaders, and industry experts as guest contributors.
Distribution and Reach• 60,000 page views per month• 350,000 monthly impressions• 31,000 monthly visits
• Nearly 10,000 video views annually• More than 12,500 monthly blog page
views/dozens of weekly comments
Get Started: Click to Learn More About Our Advertising Options
> Leaderboard Ad package 1
> Leaderboard Ad package 2
> Center Position
> Peelback Ad
> Side Banners
> Run-of-Site
Visit Us >
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
7
MEDIA KIT 2013
1to1 Media’s Interactive Platforms
Distributed exclusively to our audience of 30,000 subscribers every Monday, the award-winning newsletter features the latest articles, case studies, the 1to1 Blog, best practices, feature stories, industry-leading trends, videos, news, industry events and more.
Reach a Targeted Audience with 1to1 Magazine’s Weekly Digest
Distribution and Reach
• 30,000 opt in subscribers
• 130,000 emails pushed per month
An executive’s resource for defining, implementing, and leading their organization’s CRM and customer strategy initiatives.
Get Started: Click to Learn More About Our Advertising Options> Leaderboard Ad package 1 > Leaderboard Ad package 2 > Center position
Read an issue >
“ “i love the practical and actionable focus of your publication. the more i read, the more i thought, ‘Wow. Where has 1to1 Magazine been all my life?’ i’ve signed up and am now an avid follower.”Scott Watson, Founder and Chief Measurement Officer, Beyond ROI
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
8
MEDIA KIT 2013
2013 Editorial Calendar
1to1 Magazine’s Weekly DigestThe editorial calendar that shows the features planned for the first Monday of every month. For the most current information on specific articles, including article descriptions, deadlines, and writers’ contact details, view the PR Resource Center at www.1to1media.com/links/resourcecenter
In Every Issue:
• Two Magazine Features
• Strategic Insight from Peppers & Rogers Group
• Webinar and White Paper Listings
• Blog Excerpts
• Event Listings
• Web Exclusive Content (blogs, videos, or book excerpts)
Every Month:
• Best Practices
• Case Studies
• Hot Topic on either Marketing, Analytics,Sales or Customer Service
• Practitioner Q&A Feature
In Action White Paper Series Topics and Deadlines Read more about our program on page 13.
Article reprints are available Please contact Elizabeth Soltesz at [email protected]
>
>
To learn more about sponsorship opportunities:
www.1to1media.com 14
Michael [email protected]
Dara Brooks203-989-2197 [email protected]
1to1 Magazine’s Weekly Digest
Below is the editorial calendar that shows the features planned for the first Monday of every month. For the most current infor-
mation on specific articles, including article descriptions, deadlines, and writers' contact details, view the PR Resource Center
at www.1to1media.com/links/resourcecenter
MEDIA KIT 2013
January 7 February 4 March 4 April 1
May 6 June 3 July 1 August 5
September 2 October 7 November 4 December 2
> In Action White Paper Series Topics and Deadlines Read more about our program on page 8.
> Article reprints are available.Please contact Michael Dandrea at [email protected]
Feature:Aggregating voice ofthe customer frominternal AND externalsources
Feature:Training customer-fac-ing employees to pro-vide consistent serv-ice across mobile andsocial
Feature:A look at the hottesttrends in online, in-store,and mobile self-service trends
Feature:SoLoMo: buzz or here tostay?
Feature:Developipng a contactcenter with brains
In Action:Voice of theCustomer
In Action:Mobile andSocial Service
In Action:Self Service
In Action:Customer Loyalty
In Action:SoLoMo
In Action:Intelligent Contact Center
In Action:Deman Gen/Leadnurturing
In Action:Speech Analytics
In Action:Big Data/CustomerAnalytics
In Action:MultichannelCustomer Service
In Action:Integrated Marketing
In Action:Social
Feature:Top 5 DemandGeneration Strategies
Feature:Siri grows up: A look atthe evolution, trends,and the future ofspeech analytics
Feature:Analytics give Big Dataa boost
Feature:Service in the cloud
Feature:Integrated marketing:challenges and oppor-tunities
Feature:What's next for socialservice: The trends towatch in 2013
2013 Editorial Calendar
In Every Issue:
• Two Magazine Features
• Strategic Insight from
Peppers & Rogers Group
• Webinar and White Paper Listings
• Blog Excerpts
• Event Listings
• Web Exclusive Content
(blogs, videos, or book excerpts)
Every Month:
• Best Practices
• Case Studies
• Hot Topic on either Marketing, Analytics,
Sales or Customer Service
• Practitioner Q&A
Feature:Calculating cus-tomers' true loyaltyscore.
View the PR Resource Center atwww.1to1media.com/links/resourcecenter
View the PR Resource Center at www.1to1media.com/links/resourcecenter
2013 editorial calendar
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
9
MEDIA KIT 2013
1to1 Media’s Interactive Ad Packages
• Leaderboard 728x90 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG
Max weight: 36k
• Leaderboard 728x90ROS on 1to1media.com File Type: Flash, gif, JPG
Max weight: 36k
1to1 Magazine’s Weekly Digest
728x90
728x90
1to1media.com
Leaderboard Ad Package 1
COST: 1x: $7,5004x: $7,000
NOTE:• 1to1media.com: Creative must stop repeat-
ing its animation after the 3rd rotation completes
• 1to1 Magazine’s Weekly Digest newsletter does not support animation
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
10
MEDIA KIT 2013
Interactive Ad Packages 1to1media.com
728x90
1to1 Magazine’s Weekly Digest
728x90
728x90
300x250
Leaderboard Ad Package 2
• Leaderboard 728x90 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG
Max weight: 36k
• Leaderboard 728x90 • 300x250 FIRST positionRES on 1to1media.com (all pages except homepage) File Type: Flash, gif, KPG
Max weight: 36k
COST: 1x: $6,5004x: $6,000
NOTE:• 1to1media.com: Creative must stop repeat-
ing its animation after the 3rd rotation completes
• 1to1 Magazine’s Weekly Digest newsletter does not support animation
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
11
MEDIA KIT 2013
Interactive Ad Packages
• Center position 468x60 4 issues of 1to1 Magazine’s Weekly DigestFile Type: Gif or JPG
Max weight: 36k
• Center position 468x601to1media.com homepage
• 468x60 article pagesFile Type: Flash, Gif, or JPG
Max weight: 36k
1to1 Magazine’s Weekly Digest
468x60
1to1media.com article pages
1to1media.com homepageCenter Ad Position
COST: 1x: $6,0004x: $5,500 468x60
NOTE:• 1to1media.com: Creative must stop repeat-
ing its animation after the 3rd rotation completes
• 1to1 Magazine’s Weekly Digest newsletter does not support animation
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
12
MEDIA KIT 2013
Interactive Ad Packages
300x250
300x250
Peelback Ad
Side Banners
• 72x64(edge) • 728x315(full)File Type: JPG • Max Weight: 60k
COST: 1x $6,000 4x $5,500
• 300x250 positions on the homepage will rotate
• 300x250 on the RES will rotate(There are two positions for these ads)
File Type: JPG • Max Weight: 60k
COST: 1x $5,500 4x $5,000
peelback
Website Advertising Only
300x250
300x250
NOTE: 1to1media.com: Creative must stop repeating its animation after the 3rd rotation completes
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
13
MEDIA KIT 2013
“
Upcoming Topics Materials Due Date Publish Date
Voice of the Customer 1/7 2/7
Self-Service 2/4 3/4
Customer Loyalty 3/4 4/1
SoLoMo 4/8 5/6
Intelligent Contact Center 5/6 6/3
Demand Gen/Lead Nurturing 6/3 7/1
Speech Analytics 7/8 8/5
Big Data/Customer Analytics 8/5 9/2
Multichannel Customer Service 9/3 10/7
Integrated Marketing 10/7 11/4
Social Service 11/4 12/2
1to1 Media In Action
Distribution and Reach:• Listing in 1to1 Magazine’s Weekly Digest
• Listing on 1to1media.com
• Dedicated email of PDF with all participating sponsors.
2013 SpecsCONTENT: • 3- to 5-word headline • 8- to 12-word subhead • Single: Body copy with chart: 530 words • Single: Body copy without chart: 700 words• Spread: Body copy with chart: 1,100 words • Boilerplate Box: 60 words
GRAPHICS:Logo: High-resolution (300 dpi) eps or jpg Chart: (optional) High-resolution (300 dpi) eps or jpg in a separate file. Please do not embed chart in a word or powerpoint document.
Note: There will be an additional charge for creat-ing charts that are not submitted according to these specifications. Please call with questions.
2013 Rates 1x 4x 9x
Full Page $7,500 $6,500 $6,000
Two Pages $11,000 $9,000 $8,000
“We have been extremely impressed with both the professionalism and quality of deliverables offered by 1to1Media. The Customer Analytics In Action paper required very little effort on our part and generated a large number of quality leads. We look forward to working with 1to1 Media again and in the future.”—Jonathan Fraser, Marketing Communications Manager, iPerceptions Inc.
Connecting readers with solution providersPair an “advertorial” for your company with a feature article about a topic important to our readers.
BRANDED EDITORIAL
>1TO1 IN ACTION WHITE PAPER SERIES
Discover the types of social media experiences that resonate with
customers and lead to stronger, more prosperous relationships.
Find out how Get Satisfaction puts conversation on the front lines on
page 4. And read how Medallia maximizes customer loyalty on page 5.
to StrengthenCustomer Loyalty
Using Social MediaBenefits:• Showcase your expertise on a specific topic.
• Leads straight to your company on a weekly basis for 90 days, for less than $25 per lead.
• A PDF for your sales and marketing efforts.
• Access to 1to1 Media’s integrated channels.
Suggested Content
• Case studies
• White paper excerpts
• Your company’s unique market position
• Overview of your technology solutions and how it applies to our readers’ businesses
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
14
MEDIA KIT 2013
1to1 Media Featured Downloads
Use your content to drive leads
2013 Rates & SpecsOptimize the performance of your contentlisting with our publishing form:
• Title
• Promotional description (250-300 words)
• Keywords (in support of SEO)
• Meta description (in support of SEO)
• Link (to download)
The promotional landing page includes a thumbnail image. Specs for the image:
• 98 pixels x 131 pixels
• JPG format
• Maximum weight = 20k
The sponsoring company should provide a link to its site where the content will be made available for download.
Rate: $4,000 monthly listing
featureddownload
Our Featured download integrated program is designed to feature your content across 1to1 Media’s interactive channels.
30-day listing in 1to1media.com and 4 listings in 1to1 Magazine’s Weekly Digest newsletter
featureddownload
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
15
MEDIA KIT 2013
1to1 Media Dedicated Email Campaigns
Requirements• Clients provide the HTML creative and we’ll
test and send it out to our audience.
• The HTML must be tested in Outlook 2003 and 2007 for any layout differences before being sent to 1to1 Media.
• Images in the HTML will be hosted by 1to1 Media.
Best Practices
• The creative should consist of more than a single image. HTML text and links are needed for when images are disabled.
• All links in the creative should direct the user to a single web page.
• Subject lines contain 40-60 characters (including spaces).
• Subject Lines framed as questions often perform better.
• Three words to avoid: Help, Percent off, and
Reminder.
2013 RatesRate: 1x— $8,500 3x— $8,000 6x— $7,500
$500 per select for A/B testing.
1to1 Partner Alert programReach our audience of decision makers in marketing, sales, service and corporate management responsible for selecting customer-focused technologies for their companies.
Distribution: Send to our entire email list of 30,000 opt-in subscribers or select by geographic region.
Drive leads directly to your company from your content!> View the
demographic breakdown of our audience on page 3.
Reach individuals who have opted to receive your content!
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
MEDIA KIT 2013
16
The 1to1 Media Webinars
Quality leads, global brand recognition, and powerful thought leadership
An hour-long online event designed to showcase your company’s solutions
to a very targeted and focused audience. Align your brand and value proposi-
tion with the innovative thinking and customer strategies of 1to1 Media.
Benefits:• Quality leads generated to your company
from pre- and post- event registration.
• Exclusive sponsorship.
How it works:
• 1to1 Executive Editor is assigned to craft your customized message ensuring it is relevant and targeted to 1to1 Media subscribers.
• Live and interactive, audi-ence members can ask questions and have real-time conversations with senior level executives.
> Host your own webinars? Tap into the thought leadership of Don Peppers, Martha Rogers, Ph.D., or other Peppers & Rogers Group faculty members. See page 6 for more information.
“The 1to1media staff is excellent…on top of their game! Collaborating closely with me, they helped develop and execute an integrated media program built on three goals: raising brand awareness, driving through-leadership, and generating qualified leads.”
—Director of Marketing, VirtuOz
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
17
MEDIA KIT 2013
Take 30 with 1to1 Media
New Web event seriesSponsor a 30 minute, editorially driven, discussions of the hottest customer strategy topics as identified by our subscribers.
Unlike traditional webinars, Take 30 with 1to1 Media web events are exclusively peers talking to peers. A member of our editorial team leads a discussion with accomplished end-user experts who will share their customer initiative strategy with our subscribers.
“
Benefits:: • Establish your company’s capabilities to
address today’s top issues.
• Align your brand with the reputation and credibility of 1to1 Media.
• Generate quality leads from our database.
• Build awareness of your company in more than 100,000 impressions.
Totally turnkey!There’s no time commitment on your part.
> Visit our website to view the most current calendar.
Upcoming Sponsorship opportunities
January .........Be Social, Be Mobile, Be Relevant
February .......VoC
March ............Self-Service
April ..............ROI of Relationship Making
May ...............SoLoMo
June ..............The Intelligent Contact Center
July ...............Trends in Lead Gen
August ..........ROI of Speech Analytics
September ....Big Data Strategy
October .........Multichannel Service
November ....Integrated Marketing Efforts
December .....Social Service
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
18
MEDIA KIT 2013
1to1 Media Ghost-Written Content
Deliver your message in a compelling and impactful way.
Why collaborate with 1to1 Media? Industry knowledge: 1to1 Media has over 20
years of experience in the customer relationship man-
agement industry. Our editors live and breathe CRM,
are vital in the CRM community, and are always up to
date on the latest industry trends. 1to1 Editors attend
and participate in large industry events, interview suc-
cessful executives at top companies, and review books
and articles by today’s most innovative authors.
Editorial expertise: 1to1 Media prides itself
on producing polished, compelling and impactful
content and will work with you to successfully
articulate your message. The excellence of 1to1
Media’s editorial team has been recognized by the
Society of Professional Journalist, the American
Society of Business Publications Editors, Tabbies,
Eddie and Ozzie and more.
Don’t have the time or resources to create high-quality content?
Take full advantage of the expertise of 1to1 Media. Our award-
winning 1to1 editors will produce and publish custom content
that demonstrates the depth of your thought leadership and
can be used in your future marketing initiatives.
1to1 Media offers: • White papers• Case studies • Executive blogs (these have been very popular)
• Newsletters• Much more!
1to1 Media will develop and position custom content for your company so that it gets maxi-mum exposure and impact.
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
19
MEDIA KIT 2013
1to1 Media Co-Branded White Papers
Full Marketing Support to Drive Leads to Your Site:• Dedicated email campaign to
1to1 Media’s opt-in list of around 30,000 people.
• Featured in one issue of 1to1 Magazine’s Weekly Digest.
• Listed in three additional issues of 1to1 Magazine’s Weekly Digest.
• Listings on 1to1media.com for 60 days.
• Posted on the 1to1media.com white paper library page for one year.
Benefits:• Boost your reputation as a company at the
forefront of customer strategy by aligning your company with the reputation and prestige of 1to1 Media and Peppers & Rogers Group.
• A co-branded white paper to use as the founda-tion of your integrated marketing campaign.
• Highly qualified leads driven directly to your company.
Build instant credibility and drive hundreds of qualified leads
The innovative thinking of Peppers & Rogers Group thought leaders and the original content from the 1to1 Media editorial team differentiates our white papers from others in the industry.
“ “ 1to1 Media delivered strategic custom quality content on time and on budget. they were incredibly easy to work with and provided strategic guidance and input on how to turn content into an asset to support Microsoft’s strategic marketing and demand generation activities.”
—Karen E. Smith, Worldwide Senior Product Manager, Microsoft Windows Embedded Business
white paper | 2012
Creating a One-to-One Dialogue Through Social Interaction
Developments in social marketing provide rich opportunities for
companies to drive higher engagement and conversion rates
@
white paper | 2012
Don’t Be in the 4%New research reveals that 96% of companies are leveraging
VoC to improve business performance.
4
4
white paper | 2012
Cashing in on Customer InsightCustomer analytics can help companies increase loyalty,
profitably grow revenue, and outmaneuver the competition
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
20
MEDIA KIT 2013
1to1 Media Executive Dialogue
Tap Into The Experts and Showcase Your Company’s Success
The Process:1. Kick-off call with your executive
to introduce the editor and col-laborate on the project.
2. 1to1 Media will create an over-view paragraph and a suggested list of 6-10 questions to discuss on the call.
3. A moderated Q&A conference call with participants will be recorded that will then be turned into a draft format.
4. 1to1 Media will design the Executive Dialogue and provide a final pdf to the client.
5. Estimated time of delivery from kick-off is 6-7 weeks.
6. 1to1 Media will host the registra-tion and market the executive Dialogue to its subscriber base.
Benefits:• A customized, co-branded executive brief to use in your market-
ing efforts.
• Quality leads driven to your company.
• Brand credibility, over 100,000 readers look to 1to1 Media for our high impact thought leadership.
• 3-4 page (includes boilerplate and brief bio) PDF of final version.
• Distinct links to track your own personal marketing.
• Unlimited rights to distribution
Executive Dialogue
Featuring Don Peppers and Martha Rogers, Ph.D.
Judi Hand is President and General Manager of Direct Alliance Corpora-tion, a wholly owned subsidiary of TeleTech, Inc., and Chief Sales Officer for TeleTech. Judi leads TeleTech’s global sales effort for new client acquisition and business expansion with existing clients. Judi Hand has more than 20 years of executive experience in sales, service, and marketing to business and con-sumer customers at all levels.
The right mix of customer data and analytics can help companies attract and retain high-value customers and grow revenues profitably.
Judi Hand
focus: Marketing Analytics
for SuccessStrategies
he global economy remains turbulent, as does the associated challenge corporate decision-
makers face in determining cost-effective ways to retain their best customers, attract new
ones, and generate profitable top-line growth. Buyers have changed—they’re social, mobile,
digital—and companies are rewiring to address this new reality.
Meanwhile, as consumers become increasingly demanding, companies are finding it tougher to
satisfy customers and distinguish themselves from their competitors.
Thanks to the evolution of data capture and marketing analytics tools, companies can now ana-
lyze and act on a wide range of customer insights (e.g., behavioral, attitudinal, transactional, and
operational) across multiple touchpoints. By obtaining a more holistic view of the customer expe-
rience, decision-makers can glean critical information to help them adapt and develop relevant,
tailored sales, marketing, and customer support strategies that the competition can’t. In addition,
executives can use revenue generation and sales operation tools to help them take actionable
steps to develop profitable business plans and long-term, sustainable shareholder value.
In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, Founding Partner of Pep-
pers & Rogers Group, and Judi Hand, President and General Manager of Direct Alliance Corpora-
tion and Chief Sales Officer at TeleTech, provide insights and discuss the opportunities available to
executives through the use of these next-generation sales and marketing analytics tools.
How would you characterize the key profit growth challenges that business leaders are facing in
the current state of the market, given how buyers have changed?
Judi Hand: Buyers have changed because they are now social, mobile, and digital. Ninety-six percent
of people are on some kind of social network. And, 40 percent of buyers are not only comparing
prices with their mobile phones but they’re purchasing with these devices.
Couple that with the fact that everything is completely transparent nowadays. If a customer has
had a bad experience with a company, that’s going to be understood within minutes. Companies
must make sure that they’re managing each of these customer experiences every single day. They
also have to rewire their sales and marketing approaches to take advantage of all these conversa-
tions that are being held outside of the four walls of their companies. Then, they can build the correct
touchpoint strategies that will make these customers want to continue to do business with them.
Don Peppers: This social-mobile reality means that there’s nowhere to hide anymore. It used to be
that you owned your brand message. You communicated it out.
t
Next-Generation Revenue Generation:
Recognized for over a decade as one of the leading authorities on customer- focused business strategy, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centric management consulting firm thatprovides clients with world-class cus-tomer strategy, flawlessly executed, for bottom-line impact.
Don Peppers
Executive DialogueFeaturing Don Peppers and Martha Rogers, Ph.D.
As Vice President of Enterprise Market-ing, Customer Experience at Adobe, Kevin Cochrane leads the company’s worldwide enterprise product market-ing efforts to enable companies and government organizations to provide engaging business experiences via next-generation customer experi-ence management (CEM) enterprise solutions. Cochrane and his team are responsible for defining Adobe’s enterprise go-to-market strategy and product launch process. Cochrane joined Adobe through its acquisition of Day Software, where he served as Chief Marketing Officer.
Collaboration among business and IT leaders is the key to building captivating multichannel experiences that meet business and customer needs.
Kevin Cochrane
focus: Multichannel Customer Experience
ExperiencesCompelling Customer
ompelling customer experiences are simply smart business: They increase customer loy-
alty, aid in attracting new customers, and help to foster customer advocacy for your brand.
This, in turn, drives successful business outcomes like increased revenue, reduced operating
costs, and higher internal productivity to help boost the bottom line. Thinking from the outside in
from the customer’s perspective requires internal collaboration and agility within companies in
order to develop a deep understanding of what a customers want to accomplish, why and how
they want to do it, as well as developing the know-how to deliver that experience to them.
Without these basic elements, customer experience falls flat. It’s inconsistent across channels.
It lacks context. Customer experiences that are developed within individual channels absent of
cross-channel collaboration leave customers feeling disconnected from different parts of the
business. That kind of isolation places customers at risk of defecting to competitors.
Conversely, when CIOs and business executives collaborate to deliver on customer expec-
tations, they enable their organization to deliver intuitive multichannel experiences that
delight customers at every point of interaction, while mitigating risk and maintaining control
and security. Working closely with IT, business leaders can harness technology to be more
responsive to customers. Using agile technologies that can layer across existing systems, IT
can proactively support both business and customer needs to keep pace with rapidly chang-
ing market conditions, evolving customer preferences, and greater customer expectations.
In this 1to1 Executive Dialogue, industry thought leaders Martha Rogers, Founding Partner of
Peppers & Rogers Group, and Kevin Cochrane, Vice President of Enterprise Marketing at Adobe,
discuss how to: • Construct a compelling multichannel customer experience.• Build a collaborative IT/business partnership that becomes a point of competitive differentiation.
• Gain business benefits such as improved customer satisfaction, increased revenue and
productivity, faster speed to market, and lower operating costs.Traditionally, there’s been tension between business leaders and IT executives. Why do you
think that is? And more important, why must they now join forces?Kevin Cochrane: There’s two fundamental reasons why there has historically been a discon-
nect between marketing and IT. First and foremost, they speak different languages. On
the marketing side, you’re talking about multichannel campaigns, analytics and testing,
cRecognized for more than a decade as one of the leading authorities on customer-focused relationship management strategies for business, Martha Rogers is an acclaimed author and a Founding Partner of Peppers & Rogers Group. Martha has coauthored eight books with Don Peppers. Their newest book, Rules to Break and Laws to Follow, advances the concept of the customer base as a revenue-pro-ducing asset for businesses, capable of driving a company’s long-term economic worth.
Martha Rogers, Ph.D.
The #1 Essential Business Practice for Creating
A 1to1 Media editor will drive the conversation between your Senior Execu-tives and either Don Peppers or Martha Rogers, Ph.D.
• The conversation will focus on a business challenge relevant to your com-pany, emphasizing your company’s success.
• Each brief combines the thought leadership of Peppers & Rogers Group, 1to1 Media’s editorial talents, and one of your senior-level executives’ experience and expertise.
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
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1to1 Media Tips & Takeaways
An Actionable Guide for Busy Decision Makers
Benefits:• Your company’s content presented to our audience of over 100,000 senior-
level executives.
• A polished and compelling PDF to use in your marketing efforts.
• The brand credibility of 1to1 Media, a recognized resource for CRM and
Customer Experience Professionals.
Tools You Can UseFrom Peppers & Rogers Group
TopiC: Website Engagement
Ten Tips for Making Websites Stickier
ustomers typically have priorities when they visit a com-pany’s website. in some cases their intention is to evaluate
product characteristics or to compare prices. other times they’re interested in identifying store locations or company information.
Regardless of their mission, customers all too frequently drop off before making a purchase or finding the information they origi-nally set out to find.
The reasons online customers abandon are fairly consistent, says Lane Cochrane, Vice president, insight, iperceptions.
“in some cases people are going to abandon no matter what, either because they’re not ready to move to the next logical task on a website or they haven’t finished conduct-ing product or pricing research,” Cochrane says. other times, visitors abandon because of frustrations related to the website experience. These might include technical problems, such as if a website is having trouble processing an address that’s entered.
The types of websites people visit and the reasons they visit also dramatically influence the causes for desertion, says Duff Anderson, Co-Founder and Vice president, Research, ipercep-tions. According to a Q2 2010 survey of 160,000-plus visitors to hospitality sites conducted by iperceptions, 32% of visitors were on site intending to make reservations, however a third of this group abandoned their reservation. The top reason for abandon-ing their reservation was price. By comparison, a similar ipercep-tions study of 400,000-plus visitors to more than 200 retail and e-commerce sites revealed that 22% of visitors intended to buy,
but 36% of this group were unsuccessful. The main obstacle ex-pressed by 39% of those who abandoned was that they couldn’t find the products they were looking for.
What Can Be FixedWhile there’s not much that companies can do to address personal motivations for website abandonment, other snags such as content and navigational issues, can be addressed, says onder oguzhan,
a partner at peppers & Rogers Group. For instance, when websites are difficult to navigate, visitors can get “stuck” on a task thus preventing them from moving on to the next activity, prompting most of them to give up and leave, says oguzhan.
Another common roadblock is simply a lack of information. For example, when consumers visit a retail apparel website, they might want to know
deep into the transaction whether a pair of shoes comes in half sizes. if they can’t find that information and it’s important enough to them, visitors will become discouraged and abandon their shopping carts, notes Cochrane.
The key to keeping customers on your website and helping them to complete their tasks begins with understanding what caused them to abandon and then taking actionable steps to improve the customer experience. While it’s fairly easy for most companies to identify at which point during an online interaction a customer has abandoned, it’s historically been more challenging to determine why they’ve abandoned.
“ The reasons online customers abandon are fairly consistent.”
— Lane Cochrane, Vice President, Insight, iPerceptions
C
Understand the reasons customers abandon websites and develop effective responses to keep them engaged.
?
Navigation The visitor is unable to find what they’re looking for due to a poor site design. Visitor comments regarding problems with the search function are a symptom of poor site layout or navigation capabilities.
Technical Issues A frequent cause of site abandonment, many of these problems are common but difficult to detect without monitoring day-to-day visitor feedback. Typical glitches in-clude processing errors and an inability to load pages.
Lack of Information Both transactional and non-transactional sites require ample information to achieve visitor satisfaction. Non-transactional sites typically rely on infor-mation to drive traffic to demand more money from advertisers while transactional sites re-quire it as means to sell products or services.
Triggers for online Customer Abandonment
There are myriad reasons that online visitors abandon websites. Here are three of the most common issues that can be addressed:
Just the Facts: Business is moving at lightning speed. Busy, de-
manding customers are often the catalyst for that competitive rush.
Customers today interact with companies through multiple channels,
including voice, Web, email, chat, mobile, and social.
For companies to keep pace with customers and
the changing business environment, they need a
contact center infrastructure that’s flexible and agile
enough to respond to customer requests across all
touchpoints. Increasingly, organizations are turning
to cloud computing platforms for their affordability,
accessibility, agility, simplicity, and reliability to help
keep pace with customers’ changing behaviors.
Technologies and services integrated and ac-
cessed through the cloud can better help decision-
makers understand customers at a personalized
level and predict their future needs, behaviors, and
value to the business.
“Smart businesses aren’t just keeping pace with their customers;
they’re staying a step ahead of them,” says Cheryl Nolan, a director
at Peppers & Rogers Group. “Today it is practical, as well as possible,
to engage customers with differentiated experiences and to know our
customers on a one-to-one level.”
The Flexibility of ‘The Cloud’
Today’s connected customers require companies to act in real time
to their questions, comments, and issues. Cloud-based contact cen-
ter services are proving to be a fundamental component necessary
for bringing about these capabilities with speed and agility because
cloud platforms can enable companies to quickly synthesize, analyze,
and act on customer insights from across an assortment of channels.
In addition, cloud-based contact center services allow companies to
make changes to customer service capabilities on the fly to meet fast-
changing customer needs and preferences.
An increasing number of companies are also leveraging cloud ser-
vices to rapidly ramp up cost-effective self-service applications to help
customers quickly resolve issues themselves. For example, decision-
makers may discover through predictive analysis of contact center
traffic that a high percentage of customers are suddenly calling in to
pay their bills because of a glitch in the online bill-pay feature. The
contact center can leverage cloud-based contact center services to
rapidly develop capabilities for customers to pay their bills using self-
service IVR or Web self service and avoid overloading live agents.
“The use of analytics in the contact center offers a great deal of
promise because it can tell you why customers are calling and it can
be tough to get that data from the reams of reports that are avail-
able,” says Mariann McDonagh, Chief Marketing Officer at inContact.
Such scenarios are effective because, as McDonagh
notes, cloud-based contact center services offer far
greater agility and flexibility for adding functionality
on the fly than premise-based software systems.
Forward-thinking contact center leaders can lever-
age other tools and techniques to identify and respond
swiftly to changing customer needs and preferences.
This includes the use of virtualization and other tech-
nologies, which we’ll explore later in this report, to help
companies attract and retain highly skilled agents who
can then be matched with the right customers. Pair-
ing the right agent with the right customer can help
strengthen the customer-to-company relationship and
help provide outstanding customer experiences that lead to improved
customer satisfaction and loyalty.
Moving at the Speed of Business
Meeting the expectations of today’s connected customer requires an agile and responsive approach to customer service via the cloud.
Adjusting to Spikes in Volume
One of the biggest benefits of using cloud-based contact center services is that
they’re able to help companies react quickly to seasonal or sudden shifts in contact
center traffic volume across different channels. This chart from a recent Aberdeen
Group report reflects the challenges facing workforce management efforts.
Source: Aberdeen Group, Workforce Management in the Contact Center, April 2012. N=166.
From Peppers & Rogers Group
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TOPIC: Contact Center Evolution
“ The use of analytics in
the contact center offers
a great deal of promise
because it can tell you why
customers are calling and
it can be tough to get that
data from the reams of
reports that are available.”
-Mariann McDonagh,
Chief Marketing Officer,
inContact
48% 44%
Unpredictable
customer trafficIncreased customer
demand for service
24%
High turnover
of high-quality/
top-tier agents
Companies with Contact Center Workforce
Management Initiatives
Distribute your company’s actionable insights to top execu-tives at leading companies• 1to1 Media will produce a 4 page strategic guide designed to get your company’s
insight in front of busy executives.
• Our editors will combine Peppers & Rogers Group marketplace experience with your company’s best practices.
sample topics:• Data Analytics
• Demand Generation and Lead Management
• Workforce Optimization/Employee Engagement
• Loyalty
• Social Media
• Using Content as a Rela-tionship Building Strategy
• Voice of the Customer
• Customer Service
• Cloud Computing
• Multichannel Marketing
• Mobile Marketing
Inside Each 1to1 Media Tips & Takeaways:
• Just the facts: The current state of the topic that your company is focused on. What is working and what isn’t.
• 10 ways to break through the clutter: Proven no-nonsense strategies that work time after time.
• Enabling technology: This section will focus on technology features and functionality required to execute on the tips and takeaways. It will include information about the sponsor.
• Getting Started: What can organizations do today to improve ROI.
Collaboratewith a 1to1 editor who knows the industry, to develop a list of com-pelling and impactful tips and takeaways.
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
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1to1 Media Case in Point
Showcase your capabilities with your customers case studies
• 1to1 Media’s established reputation for providing valuable case studies and Peppers & Rogers Group’s field experience brings an added sense of credibility and reliability to your story.
• The award-winning editorial skills of 1to1 Media will ensure that your case is polished, compelling and impactful.
The Process:• Submit qualification and authori-
zation form
• Interviews of up to two executives
• A 1to1 Media draft for review
• A 1to1 Media design of the final PDF, up to four pages
• 1to1media.com posting of the 1to1 Case in Point with 30 days of featured download listings
• 4 weeks featured download listing in 1to1media.com and eNewslet-ter, 1to1 Magazine Weekly Digest
• 1to1 Media marketing of the 1to1 Case in Point to over 130,000 subscriber base
Comprehensive, co-branded case studies that demonstrate real examples of how your company’s solutions build customer value—the most valuable testimony for your company.
Benefits:• A viable piece of custom content to use in your marketing efforts.
• An asset for your content syndication programs
• Collateral to nurture or generate leads.
• Content for press releases to highlight the case.
• A quick turnaround for immediate results- 4 weeks.
• The 1to1 Media brand and reputation backing your company’s strate-
gies as best practices.
Exploiting the Cloud’s Flexibility to Compete with GoliathsStart-up Straight Forward gains customer insight and agility by adopting
a cloud-based contact center platform.
ith more than 30 years of contact center experience between them, Rod Schwegel
and Lori Recker know a thing or two about inbound and outbound contact cen-
ter services. So when Schwegel and Recker decided to leave a big contact center services
outsourcing firm to form their own company in October 2009, they knew they’d need a con-
tact center platform that would be scalable enough to support the company’s anticipated
growth, while providing the functionality needed to meet the requirements of its clients.
The company that Schwegel and Recker created—Straight Forward—provides its clients,
predominantly Internet, cable, and phone companies, with a blend of in- and outbound
contact center services. Straight Forward interacts directly with its client’s customers, pro-
viding information and advice on a broad range of topics including recommendations on
matching video and entertainment plans with customer interests. The services also include
detailed custom reports about customer intent during contact center interactions, prod-
ucts purchased, value of products purchased, etc. Straight Forward has grown rapidly from
three employees at start-up to more than 280 in just over two years.
Although Schwegel and Recker had worked with several of their current clients in the past,
the pair still needed to convince these companies that Straight Forward had the resources
and scalability to meet the needs of enterprise companies with large customer bases. Relying
on a small company to provide support services can be a gamble, especially when it’s a start-
up with no real track record for reliability or performance. As a start-up, Straight Forward
was working diligently to prove that it could meet all its clients’ requirements, but the origi-
nal contact center platform it had been using just wasn’t making the grade.
When Straight Forward launched, the company selected a cloud-based contact center
platform that met its basic requirements. It was a low-cost, turnkey solution that included
reasonable user fees and a waiver on training costs. However, as Straight Forward contin-
ued to add clients and grow, it discovered that the contact center platform wasn’t meeting
its customers’ data reporting needs. For example, Straight Forward’s largest client has a
sophisticated multi-product service offering. An inbound call to the company could be “dis-
positioned” in multiple ways. The problem was, the contact center system was not designed
to support all of the different outcomes for resolving the call. “We need a tool that allows us
wAt a Glance
Company: Straight Forward
Industry: Contact center and consulting services
Founded: 2009
Headquarters: Sauk City, WI
President: Rod Schwegel
1to1Case in PointA Model Case Study in Contact Center Services
Straight Forward needed a
reliable contact center plat-
form that could support its
efforts to deliver rich contact
center reports to its clients.
Quick Turnaround• 4 weeks turnaround
helps achieve imme-diate results!
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
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1to1 Media Research Offerings
ROI Assessment and Analysis
• 1to1 Media’s ROI measurement program provides objective, third-party validation of the benefits your technology solution delivers. This includes:
• Peppers & Rogers Group measurement experts evalu-ate the financial impact of your solution.
• 2- to 8-page, co-branded ROI Review in case-study format that presents the quantitative and qualitative benefits of the implementation.
• Integrated marketing program through 1to1 Media properties to publicize the results of the studies.
• 1to1 Media’s ROI studies are ideal as sales collateral, PR outreach, demand-gen premiums, Web site content and more.
1to1 Media can help you meet ANY marketing objective in ANY format!Content Development—All content creation including discovery, research, interviews, and writing
Design and Production—Creation of look and feel to support strategic objectives as well as production of
the deliverable in desired format.
Project Management—A single point of contact to coordinate all aspects of the project including timelines,
budgets, and regular reporting of metrics, results, and next steps
Primary Research
• Backed by Peppers & Rogers Group, 1to1 Media has the unique ability to combine insight and opinions from our audience of business decision-makers with the analytical expertise of Peppers & Rogers Group thought leaders.
• Tap into these capabilities for our co-branded research program that creates broad publicity opportunities through 1to1 Media and third party publications. Included in our program:
• Survey design and questionnaire development.
• Analysis of results including summary presentation and co-branded findings report.
• Collaboration on PR and social media plans to publi-cize results.
Michael dandrea203-989-2204 [email protected]
dara Brooks203-989-2197 [email protected]
www.1to1media.com
To learn more about sponsorship opportunities:
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Meet Some of Our Clients
Acxiom
Adobe
Aimia
Allegiance
Aspect
Awareness
Citrix
ClickSquared
Confirmit
eGain
Enghouse Interactive
Exact Target
Five9
ForeSee Results
Genesys
IBM
InContact
IntelliResponse
Interactive Intelligence
iPerceptions
Just Media
Knotice
LiveLook
Marketo
Marketry
Medallia
Microsoft
Neolane
Nice Systems
Oracle
Pegasystems
Peppers & Rogers Group
Pitney Bowes
PossibleNow
Quaero
SAP
SAS
TARGUSinfo
Teletech
TELUS International
Verint
Virtual Hold
Virtuoz
Vocus
Volt Delta
Vovici, a Verint Company
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