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book for business-to-business publisher THE ONE TO ONE MANAGER, by Don Peppers and Martha Rogers, Ph.D., is a collection of real-world lessons in customer relationship management. The authors went behind the scenes to report on the challenges and solutions discovered by managers leading one-to-one efforts at organizations such as Xerox, General Electric, Oracle, First Union, Hewlett-Packard, USAA, Levi Strauss, and British Airways.