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The World Technology Network named her as "an innovator most likely to create visionary ripple effects." Accenture's Institute for Strategic Change ranked her among the Global "Top 100 Business Intellectuals." Martha's experience, expertise, and ability to think out of the box makes her equally popular with media interviewers, speaking event planners, and Fortune 1000 executives seeking to learn how to compete in the Information Age, how to get a payoff from their CRM software and technology, how to build the value of their customer base, and how to cascade the changes needed in an organization to realize ROC ? the return on the investment companies make in their customers.
With Don Peppers, Dr. Rogers has co-authored six best-selling books on these subjects: The first, The One to One Future (Currency/Doubleday 1993), celebrating its 11th year in print, was named by Inc. magazine's editor, George Gendron, as "one of the two or three most important business books ever written" and is widely acknowledged as the bible of the customer strategy revolution. The second, Enterprise One to One, received a top 5-star rating from the Wall Street Journal. One to One B2B, out in 2001 made the NY Times Business Best Seller list within a month of its publication. The books have sold over a million copies and appear in a total of 14 languages. Managing Customer Relationships, the sixth Peppers and Rogers book, just out in April 2004, is a desk reference and textbook that serves as a much-needed compendium of what we've learned in the past ten years about building customer value. The book hit the top ten business book list on amazon.com the first day it was announced.
Recognized for the past decade as one of the world's leading experts on customer-based business strategies and growing customer value, Dr. Rogers is an acclaimed author, a world-class speaker, and a founding partner of Peppers & Rogers Group, the world's leading customer-focused management consulting firm, based in Norwalk, CT, and boasting an impressive list of Fortune 500 clients. In August 2003, Peppers & Rogers Group joined Carlson Marketing Group to provide clients with world-class customer strategy, flawlessly executed, for bottom-line impact. The goal of the combined companies is to offer "one to one, end to end."
As an Adjunct Professor at the Fuqua School of Business at Duke University, Dr. Rogers has helped to spearhead the "Managing Customer Value" coursework at the MBA and Exec Ed level. She is also the co-director of the Teradata Center for Customer Relationship Management at Duke. She is widely published in academic and trade journals, including Journal of Advertising Research, Journal of Public Policy and Marketing, Harvard Business Review, Journal of Applied Psychology. She has been named International Sales and Marketing Executives Educator of the Year. And with Don Peppers, she has been named Direct Marketer of the Year by DM Days New York. She also serves on the Advisory Board of the Kelley School of Business at Indiana University.
Dr. Rogers began her professional career as a copywriter and advertising executive, and earned her Ph.D. at the University of Tennessee as a Bickel fellow. At Peppers & Rogers Group, she has led several large subscription-based research studies focusing on particular aspects of CRM.
Programs:
Using CRM in a Slow Economy to Build Profits in 90 Days Learn to deal with periods of reduced activity by creating a new sales and compensation structure, helping clients help themselves, educating customers of key issues, and maintaining relationships between contracts. Shift your marketing expenditures toward existing customers, broaden your product and service offerings, and invest wisely to form alliances that leverage your "relationship equity". Use CRM to cut costs while increasing customer equity.
What Steps Produce a Successful 1 to 1 Implementation? Learn what knowledge management and Intranet development can do to guarantee a closer relationship with your customers. Discover the support elements of a one-to-one initiative. Review your technologies, and learn from ROI examples (client case studies and internal case studies). Use your database to modify and personalize your products, prices, promotions and other content to better meet user needs.
One To One B2B Having refined one-to-one principles in the consumer space in terms of databases, call center management and sales force automation, it's time to apply these strategies to the B2B world. Understand the critical differences B2B firms face when dealing with customer relationships, using case studies and best practice examples.
Knowledge-based Selling More than the case in customer marketing, because of the complex nature of its products, a B2B enterprise must educate its customers. Understand how to base the sales process on educating and training your customers through custom communications and other programs.
Ensuring Profitability Across The Shifting Demand Chain The boundaries between B2B and B2C businesses are blurring, not least because the Internet is making it possible to connect with all sorts of previously disconnected parties in a more cost-efficient way. Learn to maximize profits across your demand chain, and take advantage of the growth opportunities that extend from suppliers to the end users.
Using Customer Touch Maps to Avoid Channel Conflict Get the most out of your best customers and distributors. Learn about customer valuation through Lifetime Value modeling, value tiering, reseller management and customer touch maps - to transform your most challenging channel conflicts into lasting partnerships.
Re-Building the Company to Cut Costs and Increase Customer Value The specifics for meeting your customer at every point of contact requires an audit of every system that captures customer data and provisions for a mapping strategy to support the findings of the audit. Call centers, email systems, distribution and logistics are just some of the systems that a one-to-one enterprise must challenge.
Trap The Right Data On The Right Customer The road to excellent data is littered with false and outdated information. Learn to create an intelligent database, do the proper research (focus groups, surveys), and practice LTV modeling and loyalty/attrition metrics - based on one-to-one methodology.
The Future Of Personalization Had enough of junk mail and email that claims to be personal? Amid fears of identity theft and security concerns, personalization remains the key to profitability - when it's implemented appropriately. Examine the strategies and technologies that make personalization truly effective.
Privacy Issues In The Real Economy Being customer-focused is not a destination for a firm, but a direction in which to point the business. Learn to gain your customer's trust and establish open dialogue. Apply best practices of privacy policies to your Internet and e-commerce planning, as well as throughout your demand chain.
A Profitable Web Site Is Possible Learn the one-to-one techniques for analyzing and rectifying your Web disappointments or boosting a mediocre site. Personalization, privacy and data protection are still unresolved issues for too many Web sites, but there are one-to-one solutions that work. Build effective Web sites using one-to-one strategy to prevent customers from turning to the competition. Learn to tailor your products and services exactly to meet customer needs.
The Successor To The Throne Of Commercial Television Explore the customer-centric evolution of television in the Internet age, from cable programming to home shopping, to customized content like WebTV and TiVO. Examine the implications for advertisers and marketers for selling products across these exciting new channels and reaching targeted demographics.
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