Don Peppers

Don Peppers

Customer Relationship Management, Marketing 1 on 1
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Program Descriptions

Business Ethics: How to Succeed in a Cut-Throat World and Still Sleep at Night

You might think that it's easy to tell right from wrong in business. But that isn't true. Few business ethics issues present themselves in a simple, easy-to-understand way. Anyone making real business decisions is likely to come face to face with a variety of ethical dilemmas. It's often easy to look the other way, but is that right? It's nearly as easy to avoid all hint of controversy, but you would be at a competitive disadvantage, permanently. In this fascinating one-hour seminar, based on a chapter in Don Peppers's book Life's a Pitch, participants are asked to evaluate a variety of real-life ethical dilemmas, and then learn the outline of four basic principals by which most of these situations can be resolved.

Customer Satisfaction for Fun and Profit

Customers are not on-off switches. They are volume dials. In this one-hour seminar, based on the international bestseller The One to One Future, you are asked what it really means to have truly satisfied customers. Satisfied customers will come back for more and more. They will be more likely to recommend other customers to you. They will probably cost you less to serve. All around, customer satisfaction can pay big financial dividends to a firm. And what does it take to ensure great customer satisfaction? More than anything else, it requires you to develop a culture of customer trust--to show customers that you have their own interests at heart. But it also requires you to treat customers individually--to do business with them, 1 to 1.

Customer Value is the Key to Long-Term Shareholder Value

The next phase of the customer revolution is to translate customer value into shareholder value. You'll be shown why the only true measure of a company's performance is how many customers it has, the amount of money it is able to earn from those customers and how each of these indicators change over time. Plus, you'll be offered a methodology for calculating and increasing both customer and shareholder value.

Maximizing Your Return on Customer

Most business executives today would agree that a company's value is closely related to the value of its customers--that is, the sum total of lifetime values in the current and future customer base. Customers are the scarce resource for a business. They are hard to acquire, costly to lose and difficult to replace. Your company should want to generate the most value possible from each customer, but there are always tradeoffs. A more aggressive customer acquisition campaign might irritate some and reduce their longterm value. A more targeted program will drive a higher response rate, but on a smaller population of prospects. In other words, creating maximum value from your customers involves optimization--balancing current-period profits against decreases or increases in customer lifetime values, to maximize your "Return on Customer." This on-hour presentation will take you on a tour through Don Peppers' and Martha Rogers' newest business strategy book entitled Return on Customer. Hold on to your seat, though, because this is a rocket-ship ride through some of the most intellectually stimulating territory in global business today.

Profiting from Better Customer Relationships

Customer relationships are more important today than ever before. Web sites, call centers, automated sales forces--every type of business now has technology that enables it to treat different customers differently. So how do you earn a profit from this? How can you develop and maintain relationships with your customers (whether they are consumers or other businesses), and then use those relationships to benefit your bottom line? In this one-hour discussion, based on Don Peppers' and Martha Rogers' best-selling marketing primer, The One to One Fieldbook, you'll be provided a concise overview of some of the strategies today's best relationship marketers are following, and then be talked through a four-step program for creating, maintaining, and profiting from relationships with your own customers.

Taking the Customer's Perspective. Really Now.

Don Peppers and Martha Rogers, Ph.D. helped kick off the relationship revolution a decade ago with the landmark first book, The One to One Future. In the years since, along with authoring five more books, the Peppers & Rogers Group management-consulting firm has converted "one to one" from a theoretical concept into a practical methodology driving real business results--helping companies maximize the value of every customer relationship. The only way to get those results, Peppers and Rogers say, is to step back from your organization and take the customer's perspective--really take the customer's perspective, in the full knowledge that customers are different, and every one is likely to have a slightly different set of motivations and needs. Ultimately, understanding the customer's viewpoint requires a firm to earn the customer's trust, and often this involves a radical shift for the organization, not only in terms of metrics and responsibilities, but also in terms of culture. Genuinely taking the customer's own perspective is probably the most important--yet most difficult--task to be accomplished before any organization (whether public or private) can truly enjoy the benefits of the relationship revolution.

Why Book Don Peppers?

  • He is a highly sought after thought leader on relationship building, whose high impact advice informs, educates and motivates audiences world-wide.

  • He focuses his presentations on the business issues that today’s global enterprises are grappling with while trying to maintain a competitive edge in their marketplace and offers direction.

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    Biography Read more

    Don Peppers is an acclaimed author, blogger and keynote speaker. He is also the founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer-centric management consulting firm.

    Recognized for more than 20 years as one of the world's foremost thought leaders on customer-focused business strategies, Don is a sought-after speaker whose keynote presentations and executive workshops routinely focus on the business issues that today's global enterprises are grappling with. His strategic advice on customer issues has educated and motivated audiences in over 40 countries on six continents.

    Peppers and Rogers are often credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), described by Business Week as the "bible of the new marketing," and by Inc. Magazine’s managing editor as "one of the two or three most important business books ever written." Over the years, they wrote nine additional books together, creating a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages.

    In addition, three new books will be released in 2016: Don’s latest solo effort, Customer Experience: What, How, and Why Now, is a collection of essays organized around the dynamics, rationale, and difficulties encountered in managing individual customer experiences; the third edition of Peppers’ and Rogers’ widely used graduate level textbook, Managing Customer Relationships: A Strategic Perspective, which was first published in 2004; and a new, updated paperback version of Peppers’ & Rogers’ 2012 book, Extreme Trust: Turning Proactive Honesty and Flawless Execution Into Long-Term Profits.

    Don also has a popular voice in the business media and is a top “INfluencer” on LinkedIn, with over 275,000 followers for his regular blog posts on innovation, technology, customer experience and corporate culture.

    In 2015, Peppers was ranked by Satmetrix as the world’s #1 most influential authority on customer experience management. The Times of London has listed him among their "Top 50 Business Brains," while Accenture included him in its global list of the "Top 100 Business Intellectuals," and the U.K.'s Chartered Institute for Marketing put him on its list of the "50 most influential thinkers in marketing and business today.” And, in 2013, Don and Martha were inducted into the Direct Marketing Association Hall of Fame.

    Prior to founding Peppers & Rogers Group, Don served as the CEO of a top-20 direct marketing agency and his book Life’s a Pitch: Then You Buy (1995) chronicles his exploits as a celebrated new-business rainmaker in the advertising industry. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy, and a Master's in public affairs from Princeton University's Woodrow Wilson School. He is a competitive runner and a very happily married father of five.

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