Don Peppers est une autorité reconnue et un partenaire fondateur de Peppers & Rogers Group, une société de conseil de premier plan axée sur le client. Depuis plus d'une décennie, il est une voix de premier plan dans les stratégies de gestion de la relation client. Son analyse perspicace des pratiques commerciales mondiales lui a valu une reconnaissance significative de la part d'entités internationales. En co-auteure avec Martha Rogers, Ph.D., il a produit un héritage de best-sellers internationaux qui ont profondément influencé la pensée moderne en matière de marketing et d'affaires.
Don Peppers and Martha Rogers, Ph.D., are the founding partners of Peppers & Rogers Group, the world's most respected management consulting firm concentrating on customer issues, now a division of Carlson Marketing Group, Inc.. They are the coauthors of the best-selling "one to one" series of business books, including "The One to One Future, " "Enterprise One to One, The One to One Fieldbook" (with Bob Dorf), "The One to One Manager, "and "One to One B2B. " In addition, they have written a comprehensive graduate-level textbook on CRM, "Managing Customer Relationships, " used in colleges and universities around the globe.
Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive. In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, and similar outlets show little mercy for bad behavior. The bar for trustworthiness is higher than ever and continues to rise. Bestselling authors Don Peppers and Martha Rogers, Ph.D., argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively—even if that requires spending extra money in the short run to preserve your brand reputation in the long run. The payoff of generating extreme trust will be worth it.With a wealth of fascinating research as well as practical applications, this book will show you how to earn—and keep—the extreme trust of everyone your company interacts with.
Shares strategies for maintaining business competitiveness in an increasingly transparent world, revealing the importance of professional honesty, solution-driven practices, and integrity-based customer support.
Enterprise One to One has taken its place alongside Don Peppers and Martha Rogers's The One to One Future as a marketing classic on how to sell more products to fewer customers through one-to-one marketing. In this brave new world, where microchip technology is making it possible for businesses to know their customers better than ever before, there is incredible opportunity to build unbreakable customer relationships.Peppers and Rogers explain the strategies needed to achieve killer competitive advantages in customer loyalty and unit margin. Among the things Enterprise One to One teaches are how to improve customer retention, not just incrementally but dramatically; how to increase your share of each customer's business over time; how to protect and increase your unit margin; and how to make the transition to the Interactive Age with today's new technologies.Enterprise One to One is the bible for successful marketing in today's competitive, high-tech world.
Discover insights from the pioneers of Customer Relationship Management in this compelling exploration of 1 to 1 initiatives. Visionary authors Don Peppers and Martha Rogers, Ph.D., delve into the challenges faced by managers at leading organizations like Xerox, General Electric, and British Airways. Through in-depth interviews with executives and over two dozen global case studies, the text examines the day-to-day realities of implementing 1 to 1 strategies.
Readers will meet transformative leaders such as General Robert McDermott, who revolutionized USAA into a tech-savvy institution focused on customer needs, and Richard Vague, the CEO of First USA, who advocates for the "trusted agent" model in fostering lasting customer relationships. The book also highlights Nina Smith from Xerox, navigating complex sales channels, and Anne Lockie of the Royal Bank of Canada, who combines technology and human insight to connect with millions of customers.
Additionally, Bruce Varner, a Texas fire chief, exemplifies customer service by training his team to value local citizens. These early adopters provide invaluable lessons for managers striving to navigate a rapidly evolving business landscape centered around customer needs, loyalty, and profitability. A vital resource for executives, this work serves as a roadmap for the future of customer-focused business strategies.
Filled with step-by-step advice on implementing the one-to-one marketing principles that Peppers and Rogers have made famous, this book also contains a special password allowing readers to access extensive online supplements on the authors' Web site.
