Don Peppers & Martha Rogers

Biography

Don Peppers and Martha Rogers, Ph.D. started the customer revolution 20 years ago. Today they are reinventing it. Global business forces, disruptive technologies and empowered consumers are redefining how to achieve business success today, and Don and Martha are leading the way. Globally known for their best-selling books, these thought leaders are sought after all over the world for their strategic thinking and high-impact advice.

Flexible and creative, Don and Martha can customize their message to motivate a small, strategic group or a inspire a large audience. They bring primary research, field expertise and global insights into every presentation they do.

Publications

Virtually everyone agrees that a company's most important asset is the value of its customer base. Yet the value of this vital asset is routinely ignored in managers' day-to-day, quarter-by-quarter planning. RETURN ON CUSTOMER is the first book to focus on assessing and tracking customer equity, the lifetime value of a firm's current and future customers, and taking specific actions in every facet of the company to increase that equity. First, Peppers and Rogers reveal the critical importance of measuring customers' long-term profitability, productivity, and loyalty. In a powerful blend of theory and practice, the authors use their years of consulting expertise with many of the world's leading companies to identify the specific products, add-ons, and services that will best increase the size and value of their customer base. They look at popular marketing techniques--such as the relentless use of telemarketing--and weigh their effectiveness in maximizing, or hindering, return on customer. Finally, they guide managers through the specific strategies that will help to conserve and replenish customer value, from marketing and sales to research and development, distribution, technology investment, and more. As revolutionary as Peppers and Rogers' pioneering bestseller The One to One Future, RETURN ON CUSTOMER offers a dramatic new way to make customer retention and value part of a company's core competitive advantage.

Titles

Culture of the Customer
The 3 C`s of a Sustainable Business, Colleague, Channel, and Customer
If You`re Seeking Customers for Your Products, You Need a New Navigation System
Global Efficiency, Local Autonomy and Competitive Advantage

Customer Experience
Bad Service Bulletin: You Can`t Un Google Yourself
Please Press " * " for Superlative: The Value of Your Front Line Contact Centers
Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

Leadership in the New Economic World Order
Competing for Trust: Post Crisis Strategies for a Twitter Economy
Leadership in Times of Challenge and Opportunity
You Can`t Outrun a Bear Market, But You Can be Ready for the Recovery
Radical Times Require Radical Action: Leaders Needed, Inquire Within

Enterprise Engagement -- Enabling Your Brand Ambassadors
The Compelling Economics of Enterprise Engagement
You Can Lead a Force to Water, But You Can`t Make them Think
Is Your Corporate Culture an Advantage or an Albatross?
The Company You Keep: Employee Culture for Competitive Survival

Ethics and Trust as KPI`s for Success
Violate Your Customers` Trust, and Kiss Your Asset Good-Bye
Have I Ever Lied to You? Ethics as the Basis for Business Strategy
Cultivating Trust isn`t Expensive -- It`s Essential!
Integrity Isn`t Elastic: Ethics and Trust Can Never be Part-Time Values

Innovation
Bits, Bytes and Bucks: Monetizing New Technology and Relationships
She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
Excellence or Innovation? Pick One
Innovation & Advantage: Driving Creativity for Competitive Stance
The Wisdom of Dissent: Innovative Decisions RequireDiverse Points of View

Looking Forward
Social Networks and How to Leverage Them
Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
Merging with Our Machines: PMT, WOM and Society
The 1to1 Future: Are We There Yet?

Metrics for the Long-term
Long-Term Leadership in a Short-Term World
Return on Customer: Breaking the Rules to Maximize Enterprise Value
Have You Looked at Your Data Lately? You Can Get More for Less
Customers Are Like Little Financial Assets, with Collective Memory

Relationship Strength and Loyalty
The Three Rs of Loyalty: Relationship, Reward, Recognition
At What Price Loyalty? ~ The Six Myths of Customer Loyalty
Loyalty IS the New Black: Best Practices and the Value of Relationship Strength