This book incorporates many of the principles of individualized customer relationships that Peppers and Rogers are known for. In addition, it will have contributors that will examine such topics as: (1) Customer needs and value differentiation, (2) Customer acquisition vs. customer retention, (3) Privacy issues in CRM, (4) CRM metrics, (5) Organizational issues in CRM, and (6) CRM and technology. There will also be numerous case studies.
Book Details:
- Author: Don Peppers
- ISBN: 9780471656418
- Year Published: 2004
- Pages: 528
- BISAC: BUS019000, BUSINESS & ECONOMICS/Decision-Making & Problem Solving
About the Book and Topic:
This book incorporates many of the principles of individualized customer relationships that Peppers and Rogers are known for. In addition, it will have contributors that will examine such topics as: (1) Customer needs and value differentiation, (2) Customer acquisition vs. customer retention, (3) Privacy issues in CRM, (4) CRM metrics, (5) Organizational issues in CRM, and (6) CRM and technology. There will also be numerous case studies.
Customer relationship management (CRM) is now critical to the profitability and long-term success of companies across all industries. As businesses become more customer focused and less product centric they require skilled managers and marketing practitioners who not only understand CRM but who also deploy effective CRM initiatives that build long-term relationships with customers and generate higher margins, increased customer loyalty, and greater customer satisfaction.
Edited by two of the foremost thought leaders in CRM Chapters are written by industry leaders such as Philip Kottler, Esther Dyson, and Seth Godin Provides a comprehensive framework for CRM Shows how CRM can be used to drive profits, generate higher margins, and increase customer loyalty Provides theories, case studies, and strategic analysis of CRM
About the Author
Don Peppers is a Founding Partner at Peppers Rogers Group. He is a former CEO of a top-20 direct marketing agency. Prior to marketing and advertising, Mr. Peppers worked as an economist in the oil business, and as the director of accounting for a regional airline. He is a globally respected thought leader, futurist and consultant. He has delivered keynote addresses, workshops and consulting projects for clients on six continents. Peppers and Martha Rogers, were named 1998 Direct Marketers of the Year by Direct Marketing Days in New York. He holds a degree in Astronautical Engineering from the US Air Force Academy and a Masters in Public Affairs from Princeton University’s Woodrow Wilson School. Martha Rogers (Bowling Green, OH) is a Founding Partner of Peppers and Rogers Group an independent consultancy named to the Inc. 500 list of fastest growing companies in 1998 and 1999. In addition, Peppers and Rogers publish 1to1 Magazine, Inside 1to1, The One to One Privacy Newsletter, and 1to1 Strategy Newsletter. She is also an Adjunct Professor at the Fuqua School of Business, Duke University, and the Co-Director of the Teradata CRM Center at Duke. She is the co-author of five books and her articles have appeared in such periodicals as Harvard Business Review, Inc.com, Business 2.0, and Sales and Marketing Management. She frequently speaks at various conferences throughout the United States.