Martha Rogers

Martha Rogers, PhD

International Thought Leader in Customer-Focused Business Strategy
Fee Range
Exact fee falls within this range
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New York

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 Martha Rogers?

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

  • She focuses her 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

    Recognized for more than 20 years as one of the leading authorities on customer-focused relationship management strategies, Dr. Martha Rogers, Ph.D. is an acclaimed author, business strategist and a founding partner of Peppers & Rogers Group, the world's premier customer-centric consultancy.

    Business 2.0 magazine named Martha Rogers one of the 19 "most important business gurus" of the past century. The World Technology Network cited her as "an innovator most likely to create visionary 'ripple effects.'" In 2013, Martha Rogers and partner Don Peppers were inducted into the Direct Marketing Association Hall of Fame. Martha's counsel and insight are regularly sought by Fortune 500 and Blue Chip executives. Her experience in documenting customer value, and her expertise in applying "out-of-the-box" thinking makes her equally popular among the global media, engagement planners, event organizers, as well as corporate and associaton leaders who are eager to learn more about customer-centric concepts and methodologies. Dr. Rogers' thought leadership and presentations routinely focus on the business issues that today's global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:

  • Building stronger customer relationships, better customer experiences, and trust;
  • Balancing long- and short-term financial goals by focusing on customer value;
  • Engaging employees in order to create a stronger, more competitive corporate culture;
  • Stimulating innovative thinking and benefiting from new ideas within a firm; and
  • Dealing with social media, customer advocacy, and increasing levels of business transparency.

    With co-author Don Peppers, Martha has produced a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers' and Rogers' newest book, their ninth, is Extreme Trust: Honesty as a Competitive Advantage. It suggests that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with. Extreme Trust follows Rules to Break & Laws to Follow, published in 2008, and named as the inaugural title to Microsoft's "Executive Leadership Series." This book addressed the challenges of succeeding in a world where networked customers and engaged employees hold immense power over your brand, making it doubly dangerous to succumb to the kind of rampant short-termism that characterizes many businesses today.

    Among the other best-sellers authored by Peppers and Rogers, their first—The One to One Future (1993)—was named by Inc. magazine's editor, George Gendron, as "one of the two or three most important business books ever written," while BusinessWeek called it the "bible of the customer strategy revolution." Enterprise One to One (1997), received a 5-star rating from the Wall Street Journal. One to One B2B made the New York Times Business best-seller list within a month of its publication in 2001. And their 2005 book Return on Customer was named one of the 15 "most important reads" of 2005 by Fast Company, and cited again in 2007 on its list of the 25 "Best Books" in business. In 2011 the authors released a second, updated edition of their CRM textbook for university use in graduate level courses, Managing Customer Relationships.

    An adjunct professor at the Fuqua School of Business at Duke University, Dr. Rogers is the co-director of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives' Educator of the Year. Dr. Rogers earned her Ph.D. at the University of Tennessee as a Bickel fellow. At Peppers & Rogers Group, Dr. Rogers has led several large subscription-based research studies focusing on particular aspects of CRM.
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