Pivotal Corporation Partners with Marketing1to1/Peppers and Rogers Group to Deliver 1to1 CRM Solutions

Leading supplier of customer relationship management applications and one-to-one marketing experts to offer breakthrough joint solution focused on increasing customer share and retention


New York, NY, July 28, 1998 — Marketing1to1/Peppers and Rogers Group (PRG) and Pivotal Corporation have signed a two-year strategic alliance agreement to offer products and services that enable businesses to quickly deploy cutting-edge one-to-one customer relationship management (CRM) systems. CRM systems are becoming a mainstream strategy for businesses focused on improving customer satisfaction, increasing customer share, and enhancing customer retention.

"Currently, many vendors in the industry are attempting to put a new face on old sales force automation technology instead of focusing on building solutions that enable companies to build and sustain great customer relationships," said Norm Francis, president and CEO of Pivotal Corporation. "By partnering with Marketing1to1/PRG, and combining their expertise in one-to-one marketing with our cutting-edge Pivotal Relationship® 98 application, we are the first to truly deliver the next phase of integrated CRM applications and consulting service solutions."

The partnership's debut product offering, '1to1 With Pivotal: Maximizing Customer Relationships', provides Pivotal Relationship 98 customers with a framework for achieving immediate results from one-to-one customer relationship activities. This intensive, one-day workshop is the first of many joint products and services that will be offered by the two companies. Pivotal will also closely collaborate with Marketing1to1/PRG to develop out-of-the-box templates, Action Plans™, and Pivotal Agents™ that will incorporate techniques developed by Marketing1to1/PRG that enable companies to quickly implement one-to-one customer relationship management solutions.

"Our extensive research has shown that a company can recover a large portion of the up-front costs associated with implementing more comprehensive one-to-one marketing strategies through cost-savings from a rapid CRM implementation," said Don Peppers, co-founder and partner of Marketing1to1/PRG. "Pivotal Relationship 98 allows companies to combine effective relationship marketing techniques with leading-edge technology to make customer data accessible to every entity within the enterprise. The end-result is increased profits through greater customer retention and increased share of customer."

Pivotal Relationship 98 provides an integrated, 360° Customer Relationship Management™ solution that empowers sales, marketing, and customer service professionals to work together to build and sustain productive, one-to-one relationships with customers and business partners. Pivotal Relationship 98 provides software capabilities for systematically managing all the interactions, transactions, information and knowledge that make up the entire customer life cycle.

'1to1 With Pivotal: Maximizing Customer Relationships' Program

This program provides new and growing Pivotal Relationship 98 customers with a framework for achieving immediate results from one-to-one customer relationship activities. The '1to1 With Pivotal: Maximizing Customer Relationships' workshop consists of the following activities:

Quick Start Self Assessment – This step parallels one-to-one marketing's four implementation steps: identify the customer, differentiate customers from one another, interact with customers, and customize the technology solution to meet individual customer needs.
Gap Tool – This tool provides a more comprehensive look at the company's organizational and cultural ability to launch and sustain a one-to-one marketing initiative.
Prioritized Implementation Plan – Partners in the Marketing1to1/PRG consulting practice will work hand-in-hand with the Pivotal client's relationship team to develop a fast-track implementation program to advance CRM activities at the client company. Implementation activities include: identification of key customer relationship drivers; prioritization of relationship-building and marketing programs enabled by Pivotal Relationship 98; coordination of departments and executives whose involvement is critical to success; and assessment of a 'customer's-eye-view' of the present and potential relationship management activities of the enterprise.
About Marketing1to1/Peppers and Rogers Group

Headquartered in Stamford, CT, Marketing 1to1/PRG is recognized around the world as the thought leadership organization in the exploding field of relationship management and interactive, one-to-one marketing. Since its founding in 1993, the company has grown into a 40-person, $12 million consulting firm. Clients of Marketing1to1/PRG include BellSouth, Hewlett-Packard, Lucent Technologies, NCR, Citibank, Prudential Securities and many other leading businesses in North America and on three other continents. The Pivotal Corporation alliance is the fifth such global strategic partnership agreement for Marketing1to1/PRG. Pivotal joins a distinguished list of firms providing techno-forward, innovative relationship management solutions: BroadVision, for one-to-one interaction on the World Wide Web; Epiphany Software, which offers unique enterprise relationship analysis and management tools; Chordiant Software, a leading innovator in large-scale call center software systems for global enterprises; and Sky Alland Marketing, a customer relationship management call center providing one-to-one call center and Web-interaction services.

Marketing1to1/PRG can be reached on the World Wide Web at www.1to1.com or by telephone at (203) 316-5121. Its ideas are circulated worldwide in a weekly newsletter available over the Internet at www.1to1.com/articles/subscribe.html.

Pivotal Corporation enables large and medium-sized businesses worldwide to make, serve, and manage customers with superior speed and efficiency by providing XML-based demand chain networks that deliver personalized customer experiences across every touch point in real-time. These networks unify Internet commerce, CRM, eSelling, and wireless technologies to manage collaborative relationships between customers, business partners, and employees; guide intelligent commerce transactions across multiple channels; seamlessly integrate the demand chain with the supply chain; and fully exploit Microsoft platform standards.


Pivotal solutions are sold in 35 countries and are available in English, French, German, Spanish, Portuguese, Swedish, Japanese and Chinese. Pivotal's worldwide customer base includes more than 1,000 organizations in traditional, commercial and public market sectors and the new digital economy, including KPMG, Intrawest Corporation, Emerson Electric, US Filter, Ericsson, Nissan Motor Corp., HarperCollins Publishers, Qiagen Inc., Deutsche Bank, Trader.com, Southern Company, Lucent Technologies, Inc., NEC, Deloitte & Touche, Principal Financial Group and Red Cross Australia.


Pivotal is a public company traded on the NASDAQ under the symbol “PVTL” and the Toronto Stock Exchange under the symbol “PVT.” More information can be found on the corporate Web site at www.pivotal.com.
This release contains certain forward-looking statements that involve a number of known and unknown risks, uncertainties and other factors that may cause actual results of events to differ materially from those anticipated in our forward-looking statements. Factors that could cause actual results to differ materially include: rapid technological changes in the industry; volatility in the market price of the company's common stock; the company's ability to successfully manage its growth; the ability to maintain and grow successful third party relationships, to improve current products and develop new products, to adequately protect the company's proprietary rights, and other factors as described in the company's SEC filings. Although we believe that the expectations reflected in our forward-looking statements are reasonable, individual results may vary, and we cannot guarantee future results, levels of activity, performance or achievements or other future events. Moreover, neither we nor anyone else assumes responsibility for the accuracy or completeness of forward-looking statements. Jacqueline Voci
Tel: 425.897.6992
Fax: 425.897.8401
Email: jvoci@pivotal.com