Over the years, the Peppers and Rogers duo have made an outstanding contribution to the field of marketing and the process of developing relationships with customers. "One to One B2B" is yet another installment. This well-written book builds on their earlier works and does a great deal to define in a tangible fashion the new "customer relationship mentality" that is so essential for all organizations to consider in today's real economy. This book is thought-provoking and stimulating. It is evident that the authors who have pioneered the bulk of the original thinking underlying customer relationship management want to share their compelling philosophy. They are very convincing in citing numerous advantages that accrue to those who embrace their way of operating a business. And, this book seems to be committed to showing a straightforward, direct blueprint for implementation. The initial chapters of the book provide an updated version of the principles and philsophy found in their earlier works. These early chapters constitute a worthwhile review, but the also offer some different slants that are extremely valuable supplements. The later chapters are integral to the book's mission. The authors offer very detailed coverage of companies and organizations that have adopted the "one to one" way of doing business. The book provides detailed description in a case study format illustrating the steps of implementation and explaining the benefits associated with each implementation phase. In keeping with their well-established literary character, in the final section of their book Peppers and Rogers have an eye to the future they share with the reader. For example, they don't shy away from offering advice to Dell on future direction in light of the challenges posed by the current environment. And, they take time to weigh the eventual impact of a B2B world that is rapidly extending its scope, offering conjecture from their very informed perspectives. As an academician who has spent significant time studying the CRM movement and consulting with companies that embrace the same, this book definitely offers value and is a must read for anyone that is committed to preserving lasting customer relationships.

Those who have already read any of Peppers and Rogers' previous books (The One to One Future, Enterprise One to One, The One to One Fieldbook with Bob Dorf, and The One to One Manager) no doubt share my high regard for their uniquely creative as well as highly analytical thinking about CRM within the global marketplace. They continue to draw upon an abundance of real-world experience. This book may well be their most important thus far. In it, they suggest and then explain a number of strategies to create and then sustain solid relationships with B2B customers. Even if your organization is not currently involved in such relationships, these same strategies can also be of substantial value. Once again, the authors' essential idea (hardly original, they realize) is that businesses as well as most other human communities (e.g. a political constituency, a religious following, a military force) share at least this in common: Each is built one believer at a time to serve mutual self-interests. In this sense, the term "B2B" is a misnomer because people do business with other people. (Rest assured, I fully understand the differences between and among B2B, B2C, and B2B2C.) Even when purchases are completed electronically, they are initiated and fulfilled by people. Goods are manufactured by people. Services are provided by people. And so forth.

Over the years, when customers have been asked to cross-rank attributes of greatest importance to them, "Feeling Appreciated" and "Convenience" or "Ease of Doing Business" are either #1 or #2. (Remarkably, "Price" is usually ranked between 9th and 14th in order of importance.) It is also worth noting that, as Peppers and Rogers carefully explain in this book, as new efficiencies are created by breakthrough technologies, the quality of one-to-one human interaction becomes even more important. They include five case studies, including one which examines the policies and procedures of Dell Computer. Somehow, they gained access to information which is probably otherwise unavailable, except to those involved in the Dell organization. Each of the case studies reads as if it were a one-act play. However different their "characters" and "plot" may be, all five companies are literally customer-driven. Their ultimate objective is not to achieve "customer satisfaction"; rather, as Jeffrey Gitomer and others have insisted, their ultimate objective is sustainable "customer loyalty" (indeed "customer passion"). Peppers and Rogers provide a cohesive, comprehensive, and cost-effective system to achieve that objective. They would be the first to recommend that each reader make appropriate modifications of that system to accommodate the specific CRM needs, interests, and resources of her or his own organization.

Earlier, I suggested that this may well be the most important book Peppers and Rogers have written thus far. The system they provide in it is worthless, however, unless and until an organization involved in B2B is wholly committed (top to bottom) to doing everything possible to make each customer feel appreciated. One of the best strategies to accomplish that is to make doing business with it as convenient (as "easy") as possible.

Here's another key point. Based on my own extensive experience working closely with all manner of organizations, I have become convinced that organizations cannot be "customer-driven" unless they are first "employee/associate-driven." Those who feel mistreated cannot be expected to treat others well. Therefore, effective CRM depends almost entirely on the quality of relationships within a given organization...and each of them is also, inevitably, one-to-one.

After reading many books about CRM/Marketing One-One, my opinion is this book has to be read as soon as possible. You might have read others like me but this one is a plus. Buy it, read it, apply it, let it pass 6 months, then read it again. Finally, post here how much it helped you. It includes pratical stuff (case studies) of leading companies (Dell, Convergys, etc). This book has to be seen as a complement to others previously written by same authors.

We purchased the Parenting 101 book which has saved my life! It's so clearly presented and easy to understand. All the information piled into volumes of parenting books is easily and quickly presented in this bookazine. We've just ordered the discipline 101 book and are looking very forward to receiving it. I see other children in our play group and watch closely at the interaction between parent and child, and the outcome. Very interesting. I've seen many tantrums that could have been avoided with simple reasoning and many examples of bad behavior set by the parents and the children reprimanded the very next minute for doing the same thing. This book has allowed me to "see" from my son's point of view; something we forget as we age. I really feel I am a more understanding, patient, and all around better parent having read them; I wish I had the book when my son was an infant - I could have used it then. This is the best shower gift anyone could ever ask for!

I Found this book very helpful with my 3 and 2 yr olds. I actually discovered the book in my pediatricians waiting room- which in itself was a ringing endorsement for the book. Wish I had this book before my children were born- that's why I believe it is one of the best shower gifts one could recieve.

Parenting 101 is a rare find! After having read many books on baby/child care, this book is filled with thousands of tips on parenting infants through school age children.

This "Bookmagazine" is fun and easy to read. It covers everything imaginable from "crying and what to do about it", to "42 prescriptions for your child's healthy concept and self-esteem". Emphasis is on a parenting style that encourages the best in your child's development.

A few topics covered:

Nutrition, appropriate toys, restaurant and travel tips, sleep and how to get some, discipline and behavior problems, games and unique finger plays and MUCH more!

Parenting 101 is a must for mothers and fathers. It will be read many times over...

This is one of the funniest books I have read in ages. I really enjoyed the author's timing and sense of humor. I guess you must have a sense of humor when you have 14 CHILDREN!!!! AAAAghh!!

Hey, lots of "grandma's" today are under 50. This makes all age groups laugh. Great advice. Great approach to living. Anyone considering becoming a grandma (or accidentally thrown into the role) should consider reading this book. Sort of a Dr. Spock for the role of Grandma. Play it up right. Funny.

This book has some really funny and practical advice on how to handle your spoiled, complaining grown children with class and style while keeping a positive outlook when you become a Grandmother. It makes a great and funny gift for Grandmothers and those grown children who still have a sense of humor!!

If you have to choose just one book each year to give you as much information about the coming year in baseball: who the players are, who all the teams' prospects are, what they all did last year and a forecast of what they will do this year -- then this is THE book you should buy. Featuring analysis from some of the leading writers and analysts in the game this book has it all including situational stats and diagrams showing batter/hitter tendancies. Whether you are a ROTO-nerd, a Fantasy junkie, or (and I know there are some of you out there) a genuine baseball fan, you WILL love this book. It has it all!

For anyone out there who loves hard core baseball this book is for you. Every player from every team has a biography and a scouting report. If you did not know him before the season you will definately know him by spring training. This is a must for baseball fans.

The Scouting Notebook is an excellent book and a must-have for each new year for the true baseball fan. This book contains in-depth analysis of all regular major league players and many top prospects. It can give the reader an idea of what to expect based on past tendencies. A wonderful book!

This book is a great read. I read it about 11 years ago and couldn't put it down. If you are into horror, then this is the book for you. Definitely a page turner and a must read.....enjoy.

I read this book about 8 years ago. It was the only book that has ever given me nightmares (and I mean bad ones). I borrowed it to someone and forgot who and it was never returned. I coundn't for the life of me remember the name of it only the picture on the front cover. I have spent 8 years searching and finally found it again. If you like truely scary stuff...don't let this one pass you by. You will remember it for a long time!

I read this book over ten years ago and I am still having nightmares!!

This book opens a door to a world I never knew, or if I did, I chose to ignore it, hoping that it would go away. I will never look at inner-city children, the same way I did before. Their loss of innocence is an American tragedy...Oglesby actions as a teacher, as a humanitarian and a courageous woman, is a triumph over a seemingly hopless situation.
I am most interested in reading more books by this author.
Jorge Nuñez.

It should be required reading for all teachers and those who are planning to be teachers, social workers, law enforcement, and anyone who works with inner city kids. Margot Gillin, Waukegan, IL

Fun! I couldn't put it down. This book gave me a greater respect and understanding for children who live in the ghettos and for teachers who work with them. Karen Helman, Charlotte, N.C.

I loved it! Racing with the Hawk is the best book I have read about the Nascar life from a business perspective. Don Hawk has risen to the top of his profession without abandoning his integrity and personal relationships. An extremely interesting read for all lovers of Nascar, as well as a marketing primer! I highly recommend this book.

As a recent college graduate in Business/Marketing, and trying to det into Motorsports Marketing, I found this book to be AWESOME! This is a MUST for anyone that likes to be honest, truthful, and have integrity in any business. This is a very interesting book!

THIS IS A MUST READ BOOK FOR ANYONE IN THE SERVICE INDUSTRY.DEALS WITH HONESTY,INTERGERTY,AND THE NEVER QUIT ATTITUDE.NO MOUNTAIN IS TOO HIGH TO CLIMB ONCE YOU PUT YOUR HEART AND MIND TO ACCOMPLISH ANY GOAL IN LIFE.ESPECIALLY RECCOMEND FOR ANY ONE IN THE AUTO SERVICE AND SALES CARREER. HIGHLY RECCOMEND FOR ALL SENIORS IN SCHOOL TO SEE WHAT CAN BE POSSIBLE IN YOUR FUTURE IF YOU SET GOALS IN LIFE.AFTER YOU READ IT YOU WILL COME AWAY FEELING MUCH BETTER ABOUT YOUR FELLOW PERSON AND YOURSELF.

This was the first jazz biography I have read. Hawes does a great job of portraying the terrible effects of heroin addiction. I knew some jazz musicians were busted for heroin use in his time. But I didn't understand how rampant heroin use was in the industry. This book gives great insight into the life of a wonderfully talented jazz pianist. But more importantly, it gives insight into the tumultuous life of a drug addict. Initially, the piano seems to be Hawes' only love. But then there is the realization that heroin is his real love. It is his only motivation to even play the piano.

I love this book. Remember, back then when you played this music, it wasn't exactly a sweet world for the musicians (Black ones). I'm glad he let everyone know how hard it was out there. Drugs took this Bad Boy out the game and the world passed him by. Musicians like Brother Hawes, will never be acknowledged for their great playing in the U.S.A.

If there was a dumb remark in this book, I didn't see it. Again, think back to the times he was living in. He talked about Jimmy Rushing and the way he thought about things. Jimmy Rushing came out of a different era, yet Some of his thoughts were not far behind. When he described Black people, some were light skninned, some were black... The book is not dated, it's just good.

I enjoyed reading this book very much.

It is first of all Hampton Hawes biography of his life as a jazz musician. It tellls us of his way from being a little boy attending his father's church on Sundays to a highly acclaimed jazz pianist, his downfall because of his heroin addiction, his 10-year jail sentence (which was reduced to six after Hawes had written to John Kennedy!), his way back up on the European market, his love relationship with Jackie, and his new found love after separating from Jackie after almost two decades. The very last sentence of the book speaks about his ex-wife Jackie - and it is very touching and shows that Hawes indeed must have been a nice man.

There is only one really dumb remark in the book that I felt was disgusting. (Find it for yourself... ;-))

Hawes repeatedly talks about Black issues. I personally feel that those statements are very intelligent, and can therefore recommend this book not only to those of you interested in jazz, but also to anyone into Black issues.

Those of you who know Robert Taylor's art work will know what to expect from this book. Those of you don't, then you will be treated to some superb sketches and paintings which mainly focus on World War 2 aviation scences. Taylor has an excellent eye for detail and realism and researchs his subject(s) to ensure that his paintings are more than just realistic, they are factual. In this book he talks about how some of his paintings were done, along with comments from some of his subjects such as Adolf Galland, Townsend, Johnnie Johnson etc. The book includes 24 of his paintings, including some of my favourites "Dambusters","JG-52", "Victory over Dunkirk" all of which are on good quality paper. This is a quality book which displays the master's work and the master at work and highly recommended, although some may find the price a little prohibitive.

If you don't have the money to buy an original painting of Robert Taylor, but you want to see his works, this book is absolutly fantastic.
You can look to the prints for hours, using your fantasy how it was/is to be a combat pilot.
But, do not not expect it to be a book with a lot of prints.
This is just a selection of one of the most beautiful prints.
This is really a book you can look in from time to time and turn yourself into another fasinating world.

This is to clarify the actual status of Taylor's Vol. 1-4 volumes of terrific aviation art.

All volumes are still available through several aviation art dealers. ( NW Aviation Art/Leisure Galleries) I do not know why Amazon lists many of these as out of print. They are NOT!

The new Volume 4 is out as of Sept. 2000.

Wish Amazon stocked them all.

'Silverbird-The American Airlines Story' arrived today. It's a comprehensive look at AA, covering the lifetime of the carrier although emphasizing the recent era. The book is organized more topically than strictly chronologically so that, for example, Chapter 13 'Selling the product' covers the history of marketing AA since the 1930s. There's some classic stuff here you'll want to check out. I'll just point out some hightlights and you can get the book to see the rest: There's a excellent shot of a737-800 on final to SJC on page 7. Wouldn't it be nice if the leaders at UA, TW, BA, JAL et al would see fit to follow AA's example and paint aircraft back into late 50s/early 1960s colors? Take a look at the ad spread on pages 94-95. That's the kind of neat advertising that you never see any more. The sad, sad tale of AA's headquarters relocation from 3rd Avenue to Cowtown is related in chapter 10. THis is kind of depressing, unless you're Hank ('Ah feel like I've died and gone to Noo Yawk') Hill. Two of my faveorite photos are in the sidebar about Bob Takis-the 707 and 990 flying in formation and the 990 dumping fuel in flight. You can never have enough color AA 990 photos in your book. Enough babbling on. If you want to see more, check out the book. Speaking of early 1960s, there's a shot of CR Smith posing with a model of a 727-100 in a never-used paint scheme.

Silverbird is the definitive American Airlines history. Don Bedwell does an especially fine job explaining the nearly unexplainable -- AA's convoluted origins as a willy-nilly collection of early upstarts that formed to become American Airways, and then American Airlines. Don taps his unique background as long-time editor of Flagship News, as a seasoned major newspaper journalist, and an aviation enthusiast, to skillfully capture the history and spirit of a greAAt company. John Wegg did his usual masterful job in editing and producing this large book. Don't let the price stop you -- this one belongs on every airline buff's bookshelf.

As a college student attending the Virginia Military Institute in Lexington, VA and also an AMR employee in Richmond, VA at the Richmond International Airport, I found this pictoral history of American Airlines to be one of the most admirable accounts of any airline that has ever exisited since Orville and Wilbur made history back in 1903. Upon reading this book one will become immersed with the airline, its people, its nostalgic growth and its inspiring flagship history. With unprecedented firsts all throughout the industry, American Airlines has truly become the "Great-Grandfather" of all commercial air transportation companies worldwide.