Don Peppers - Customer Relations Management
Recognized for over a decade as one of the leading authorities on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author and a founding partner of the world's premier customer-centered management consulting firm. Don Peppers provides clients with world-class customer strategy, flawlessly executed, for bottom-line impact, focused on helping clients understand their customers and the value that they create.
Don Peppers is a popular voice among editors and the media, both online and in print, and is the co-author, with Martha Rogers, Ph.D., of a series of international best sellers that have collectively sold over a million copies in 17 languages. The One to One Future was named by Inc. Magazine's editor as "one of the two or three most important business books of all time," and is considered by many as the bible of the CRM revolution. Don Peppers and Martha Rogers' most innovative strategic thinking is embodied in their books, Rules to Break & Laws to Follow and Return On Customer (or ROC) which advanced the concepts and tenets of business valuation to the next evolutionary stage, documenting the customer base as a revenue-producing asset for businesses, capable of driving a company's long-term economic worth. It climbed to the top 20 business books on Amazon. Fast Company cited the books on their list of the 25 "Best Books" in business. Return On Customer was also a finalist in the American Marketing Association Foundation's Berry-AMA Book Prize, for innovation and worldwide contribution to the professional field.
Don Pepper's vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. The Times of London has cited him among their "Top 50 Business Brains" in 2005. Similarly, the United Kingdom's premier marketing organization, the Chartered Institute for Marketing, cited Don Peppers among their inaugural listing of the 50 "most influential thinkers in marketing and business today." Don Peppers has been ranked by Accenture's Institute for Strategic Change among the global "Top 100 Business Intellectuals" for two years running. Business 2.0 Magazine named him one of the "foremost business gurus of our times," and the World Technology Network has cited Don Peppers as an "innovator most likely to create visionary 'ripple effects'." Inc. Magazinecited Don Peppers & Martha Rogers as Web Awards winners for the innovative way their firm uses the Internet to leverage their collective expertise to service clients.
Don Peppers' expertise and clear, concise way of thinking places him in high demand as both a speaker and a management advisor with Fortune 500 executives and entrepreneurs seeking to identify their most valuable customers, increase customer satisfaction, and improve ROI and ROC.
Other works by Don Peppers and Martha Rogers include Enterprise One to One, which received a five-star rating from The Wall Street Journal, shows how CRM strategies and interactive marketing should be applied differently in different business situations. The One to One Fieldbook, is a step-by-step guide to the mechanics of Peppers and Rogers' unique methodology for building customer relationships. The One to One Manager highlights the pioneers who dared to implement one-to-one strategies. One to One B2B: CustomerDevelopment Strategies for the Business-to-Business World made The New York Times Best Seller list within a month of publication, and provides detailed case studies on five major corporations that embraced a vision for the B2B customer relationship. The authors have also published the first-ever CRM textbook for university use in graduate level courses, Managing Customer Relationships.
Don Peppers is also the author of Life's a Pitch -- Then You Buy, based on his career as a new business rainmaker for world-class advertising agencies, including Chiat/Day and Lintas:USA. He capped his advertising career as the CEO of Perkins/Butler Direct Marketing, a top-20 U.S.-direct-marketing agency.
Prior to marketing and advertising, Don Peppers worked as an economist in the oil business and as the director of accounting for a regional airline.
Don Peppers holds a Bachelor's Degree in Astronautical Engineering from the U.S. Air Force Academy, and a Master's Degree in public affairs from Princeton University's Woodrow Wilson School.
To book Customer Relations Management and Marketing speaker Don Peppers call Executive Speakers Bureau at 901-754-9404.
Improving Your Return on Customer: Creating Maximum Value from Your Scarcest Resource
Because of computers and interactive technologies, today's consumer is instantly in touch with thousands of others, allowing business reputations to travel at light speed around the Internet. It's critical to understand how your customers create value for your business because only customers create value, and customers are a finite resource.
In this keynote presentation, business guru Don Peppers will take you on a whirlwind tour of some of the latest thinking in business competition so you can:
- Encourage your customers to buy more things, on more occasions;
- Raise the level of customer satisfaction with your service, and boost customer loyalty to your store brand;
- Improve store employee productivity; and
- Get customers to recommend your store to others.
Turn Your Brand Message Into a Brand Mission
Customers only need 20 seconds on the phone or two clicks on your website to tell whether your brand is living up to its promise. The best, most persuasive brand messaging in the world is no match for the customer's impression after interacting with a store clerk, a service technician, or a sales rep touting the benefits of the latest product. What do you need to do to be sure all your employees walk, talk, think, live, dream and breathe your brand?
In this session Don Peppers will show you:
- Why technology has undermined the corporate hierarchy, making it impossible to rely solely on rules and procedures to manage your brand;
- How to break down hardened silos by engaging and enabling your employees to become a "self-organizing" force for your brand; and
- How to ensure your brand is not just the message your company puts out, but the corporate mission that permeates everything it does.
Play Offense Not Defense: Overcoming Short-Termism and Taking the Initiative After the Slump
The accelerating velocity of technological change continues to threaten every current business model. Increasing the inordinate emphasis most businesses already place on short-term, immediate financial results, often to the detriment of long-term company value. For small and mid-sized manufacturers, short-termism rules many customer relationships. The same goes for powerful original equipment manufacturers (OEMs), placing even more pressure on margins in the wake of the recent financial downturn. Innovating new products and processes is not at all easy for most manufacturers. There is an inherent conflict between the processes required to sustain efficient, low-cost production, and those required to create, experiment with, and test innovations. This conflict is only exacerbated by the relentless pressure companies feel from powerful customers to reduce costs. In this presentation Don Peppers will cover topics including:
- How to strengthen and deepen customer relationships, earning trust and engaging customers in collaborative and innovative partnerships;
- Strategies for dealing with "tough customers," those large and must-have clients who use their weight and influence to make difficult demands;
- How to leverage new technologies, in order to create a more innovative organizational culture; and
- Executing better, by engaging and enabling employees to turn them into a "self-organizing" force for creating genuine value.
How to Build Trustability from the Ground Up: Global Insights from the C-Suite
Recognized for two decades as top business thinker on customer issues, Don Peppers will bring to this session the research and thinking based on his new book Extreme Trust: Honesty as a Competitive Advantage. Catapulted into social networking and interconnectivity, your customers are fast ensuring that the world they live in is a transparent one, at least where you're concerned. Suddenly, your company doesn't get to control what's said about yourself; what others say about you matters far more than your branding and advertising efforts. Now it's about customer experience, customer relationships, and the trust that makes those relationships measurably valuable to company and customer.
In this presentation, Don Peppers will provide insight into how global executives think of social and business channels, implications for on-the-ground marketers and social media managers, and how you can start building trustability within your organization from the ground up.
Five Strategies to Get, Keep, and Grow Customers for Your Business
The common denominator that characterizes every consistently successful business is a strategic approach to its single most important business asset: customers and customer relationships. Don Peppers of the "one-to-one marketing" concept and widely credited with having kick-started the global CRM revolution, will engage, captivate and educate your audience. In this talk Don will use a mix of case studies, humor, and thought-provoking ideas to outline five customer-oriented strategies any business owner can use today to improve customer statistics, sales and profitability:
- Insight – developing an understanding of the "new" customer;
- Feedback – getting customers to talk, and listening to what they say;
- Innovation – instigating and adapting to customer-oriented change;
- Trustability – earning and keeping the trust of customers; and
- Culture – engaging your employees and enabling them to focus on customers
Empower Your Customers To Be Champions for Your Brand
From posted reviews to online user groups to social networks, customers themselves now often set the tone for how a brand is perceived in the marketplace. Customers "co-create" their own products and specify their own service levels on self-help websites. They band together to submit collective bids to sellers. They act rationally most of the time, but because of the way networks form, they are inherently unpredictable.
In this keynote presentation, Don Peppers will mix humor, inspiration and analysis to paint an irresistibly compelling picture of competition in the 21st Century, a time already marked by unprecedented customer empowerment. Don will address the following questions:
- Is it possible to harness a customer's "social network"?
- What does it mean to have an organization that customers, employees, and others trust, and how do you earn that trust?
- How can you focus your business not just on short-term financial goals, but long-term value creation?
- Why would honeybees ever need dancing shoes?
Innovation, Resilience, and Self-Organization: Succeeding in the 21st Century
No matter how great your product is today, tomorrow it will be a commodity, and tomorrow comes faster now than it ever has before. If you can't come up with new ideas, create new things and execute them well, you can be sure the accelerating pace of technological change will shorten your organization's expected life span even further.
Don Peppers will emphasize the following in his presentation:
- Breakthrough innovations usually come by accident, not by planning;
- Innovation requires tolerating and learning form "wise failures;"
- Your company's culture must encourage a "climate of innovation;"
- Creativity comes from the diverse ideas of employees, customers and partners;
- There must be a strong feeling of trust within the organization;
- E-social technologies can dramatically improve the climate of innovation; and
- Engaged and enabled employees can become a "self-organizing" force.
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