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One-to-one marketing (sometimes expressed as 1:1 marketing) is a customer relationship management (CRM) strategy emphasizing
personalized interactions with customers. The personalization of interactions is thought to foster greater customer loyalty and better return on marketing
investment. The concept of one-to-one marketing as a CRM approach was advanced by Don Peppers and Martha Rogers in their 1994 book, The One to One
Future.
Only the term is new; the approach is almost as old as commerce itself. In the past, for example, proprietors of a general store would naturally take a one-to-one
approach, remembering details about each customer's preferences and characteristics and using that knowledge to provide better service. One-to-one marketing
seeks to reinvest marketing with the personal touch absent from many modern business interactions.
Another approach, customer segmentation, focuses on customizing marketing components for groups of customers rather than individuals.
Last updated on: Mar 22, 2007
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