Peppers And Rogers Group Asia 1 To 1 Innovator Awards Honor Four Global Firms for Outstanding CRM Initiatives

Singapore, July 31, 2002

Four major Asian companies, noted for their outstanding, customer-driven business solutions have been chosen as the inaugural recipients of Peppers and Rogers Group Asia 1to1(R) Innovator Awards.

ING/Aetna in Malaysia, National Computer Systems in Singapore, Standard Chartered Bank in Hong Kong and Visa International Asia-Pacific share the honor of being recognized as setting a standard of excellence in their respective industries for successfully implementing one-to-one business strategies in the Asian markets during the past year.

Sponsored by PeopleSoft, SAS, Customer Contact World, Hong Kong Productivity Council, and NETe2asia, the Asia 1to1(R) Innovator Awards showcase leading companies that have implemented creative and effective initiatives designed to get, keep and grow customers. Selected by the judging team of Don Peppers and Martha Rogers, Ph.D. founding partners of the strategy consulting firm, and James Smith, Chief Editor of Customer Contact World, the winning firms were chosen for their abilities to apply a dynamic one-to-one strategy, with the goal of delivering clear and quantifiable customer benefits.

"CRM is a powerful business revolution that is gaining ground in Asia," said Bob Fleming, CEO and Managing Partner for Peppers and Rogers Group Asia. "But it's only those companies that distinguish CRM as a successful process of integration, strategy, technology, training and cultural change that will be rewarded with loyal, satisfied customers. These special awards honor companies that have set in motion the most innovative and dynamic customer-driven solutions. It's not just a theory, but a practice in these companies. They have recognized that CRM has to be instilled and not installed."

The 1to1 Innovators' Initiatives

  •  Facing major loyalty challenges with their agents, ING/Aetna implemented a new business proposition and strategy designed to build trusted relationships with the customer and provide value to their channel partners and policyholders at the same time.
  • In a dynamic, enterprise-wide initiative to gain competitive advantage in its overseas expansion, National Computer Systems transformed itself from a service-centric to a customer-centric organization.
  • To achieve its goal to be the right partner for its customers and actively provide solutions for their needs, Standard Chartered Bank is improving the Customer Experience through an incremental, yet integrated sales and service change process.

This involves both the call centre and front-line resources, enabling greater responsiveness to rising customer expectations.

  • Firmly believing that the customer has the right to expect and receive excellent service, Visa International-Asia Pacific imposed an enterprise-wide change management initiative to treat different members differently. The one-to-one strategy helps create a collaborative, cutting edge environment that benefits both Visa and its members

"These winners of the Asia 1to1 Innovator Awards recognized from the outset that CRM is a journey, an ongoing process that must be adopted," added Don Peppers. "Each stands out among many, with a significant early mover advantage, because they have great vision and a focused approach to learn how to compete in an entirely new dimension - the customer dimension."

The Asia 1to1 Innovator Awards focused only on entries from Asian countries such as, but not limited to Singapore, Hong Kong, Malaysia, Indonesia, Philippines, Thailand, Taiwan and Korea, and are an extension of the US program, launched in 2001 and sponsored by 1to1Magazine and Inside 1to1, the firm's leading publications.

Winners of the Asia 1to1 Innovator Awards will be included among the nominees in the global 2002 1to1 Innovators Award currently underway in the US. Their stories will be featured in the September issue of 1to1 Magazine as well as on Peppers and Rogers Group's Web site,


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