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DON PEPPERS
Customer Focused Relationship 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 Peppers & Rogers Group, the world's premier customer-centered management consulting firm. 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."
Don Peppers's vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. The United Kingdom's premier marketing organization, the Chartered Institute for Marketing, cited Don Peppers among their inaugural 2003 listing of the 50 "most influential thinkers in marketing and business today." He 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 has 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. Magazine cited Peppers & Rogers Group as an annual Web Awards winner for the innovative way the firm uses the Internet to leverage their collective expertise to service clients.
Don Peppers's 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 ROC. 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 15 languages.
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 of all time," and is considered by many as the bible of the CRM revolution. Enterprise One to One( (1997), 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 (1999), is a step-by-step guide to the mechanics of Peppers & Rogers Group's unique methodology for building customer relationships. The One to One Manager (1999) highlights the pioneers who dared to implement one-to-one strategies. One to One B2B: Customer Development Strategies for the Business-to-Business World(2001) 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 (April 2004).
Peppers' and Rogers' most innovative strategic thinking is embodied in their newest book, Return On Customer (or ROC), released in June 2005. This breakthrough business publication advances 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.
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. Don Peppers 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. He 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.
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