Don Peppers

Experto mundial en la gestión de las relaciones con clientes.

Don Peppers
Inglés

Mundialmente reconocido como la principal autoridad en materia de gestión de las relaciones con el cliente, Don Peppers es miembro fundador, junto con Martha Rogers de “The Peppers and Rogers Group”, la consultora líder mundial en management orientado al cliente.

Su visión y su detallado análisis de las prácticas globales de gestión, le han hecho valedor de un puesto dentro del ranking de los 50 mejores intelectuales de los negocios, según el Instituto Accenture para el Cambio Estratégico, quien lo pone como el pensador y escritor más importante en temáticas de management. Asimismo, fue también seleccionado miembro del Salón de la Fama Internacional de Marketing Directo.

Licenciado en ingeniería astronáutica de la Academia de la Fuerza Aérea de Estados Unidos, y un master en Asuntos Públicos de la Escuela de Woodrow Wilson de la Universidad de Princeton, Don Peppers culminó su carrera en publicidad como CEO de Perkins/Butler Direct Marketing, una de las 20 mejores agencias de marketing directo de EE.UU.

Una voz muy popular entre editores y los medios, Don Peppers es co-autor de diferentes best sellers internacionales, que han llegado a verner más de un millón de copias de manera conjunta.

Excelente conferenciante, Don Peppers relata su experiencia y asesora a sus oyentes para ayudarles a identificar a sus clientes más valiosos, incrementar la satisfacción del cliente y mejorar el retorno de la inversión.

Asimismo, a través de sus ponencias les mostrará un camino comprensible y sencillo para aumentar la satisfacción de sus clientes, proporcionándole una herramienta crucial para el desarrollo de estrategias comerciales exitosas.

Entre sus libros destacan:”The One to One Future (1993)”, que fue recibido por la crítica especializada como uno de los tres libros de negocios más importantes de todos los tiempos; “Enterprise One to One” (1997); “The One to One Fieldbook” (1999); “The One to One Manager” (1999), traducido al español con el título “Gerente uno a uno. Lecciones de la vida real sobre gerencia de relación con el cliente”; “One to One B2B: Customer Development Strategies for the Business-to-Business World” (2001) y “Managing Customer Relationships” (2004).

EXTREME TRUST

How companies can stay competitive in a world of total transparency.

With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term.

The importance of this "trustability" will transform every industry. Retail banks won't be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns.

Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with.

EXTREME TRUST

MANAGING CUSTOMERS RELATIONSHIPS

"Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy."
—Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia

MANAGING CUSTOMERS RELATIONSHIPS

RETURN ON CUSTOMERS

Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business.

Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals.

Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on CustomerSM, a revolutionary business metric focused on a company’s scarcest resource – customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value.

Relying on their years of experience working with many of the world’s leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance.

RETURN ON CUSTOMERS

RULES TO BREAK AND LAWS TO FOLLOW

"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."
—Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything

RULES TO BREAK AND LAWS TO FOLLOW