Don Peppers

Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world's premier customer-centered consultancy.

Peppers' vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. Business 2.0 Magazine named him one of the 19 "foremost business gurus of our times," and Accenture's Institute for Strategic Change listed him as one of the 50 "most important living business thinkers" in the world. The Times of London has listed him among its "Top 50 Business Brains," and the U.K.'s Chartered Institute for Marketing included him in its inaugural listing of the 50 "most influential thinkers in marketing and business today."

Peppers has a popular voice in the worldwide media, with recent contributions to both the Harvard Business Review and the McKinsey Quarterly. In addition to frequent posts on Strategy Speaks, the Peppers & Rogers Group blog, Peppers produces a video diary of his global business observations, entitled "Peppers Unplugged," and is an active Twitter user, as well (@DonPeppers).

His thought leadership and presentations routinely focus on the business issues that today's global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. His compelling, clear and concise way of articulating his insights places Peppers in high demand as both a speaker and a management advisor. In 2009 alone he had dozens of speaking engagements on six continents, and his counsel is regularly sought by Fortune 500 executives and entrepreneurs.

With co-author Martha Rogers, Peppers has produced a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages. Peppers' and Rogers' latest thinking is embodied in their newest book, Rules to Break & Laws to Follow, named as the inaugural title to Microsoft's "Executive Leadership Series." Their 2005 publication of Return On Customers (ROC) advanced the concept of the customer as a strategic asset, documenting that the customer base is capable of driving a company's long-term economic worth. It climbed to the top 20 business books on Amazon.com, and was a top 10 best-seller for 2005 with 800-CEO-Read.

These successes follow in the footsteps of Peppers' and Rogers' other books, The One to One Future, Enterprise One to One, The One to One Fieldbook, The One to One Manager and One to One B2B. The authors have also published the first-ever CRM textbook for university use in graduate level courses, Managing Customer Relationships, which reached best-seller status in the business community within days of publication.

Previously, Peppers was 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. Prior to Madison Avenue, he worked as an economist in the oil business, and as the director of accounting for a regional airline.

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. He currently serves on the Board of Directors for Cicero, Inc. (CICN), and for privately held Jetera Precision Media. Peppers is on the Board of Advisors for Gridley & Co., the investment bank, and for blyk, the ad-supported mobile phone network in Europe.

Don Peppers' Blog Entries:

One Good Blog Deserves Another: The Benefits of Building a Community

• 9. Relationship Strength and Loyalty

  ·The Three Rs of Loyalty: Relationship, Reward, Recognition
  ·At What Price Loyalty? ~ The Six Myths of Customer Loyalty
  ·Loyalty ISthe New Black: Best Practices and the Value of Relationship Strength
  ·Each of these topics can be tailored to vertical-specific factors and can be customized with relevant case studies.
  

• 8. Metrics for the Long-term

  ·Long-Term Leadership in a Short-Term World
  ·Return on Customer: Breaking the Rules to Maximize Enterprise Value
  ·Have You Looked at Your Data Lately? You Can Get More for Less
  ·Customers Are Like Little Financial Assets, with Collective Memory
  

• 7. Looking Forward

  ·Social Networks and How to Leverage Them
  ·Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
  ·Merging with Our Machines: PMT, WOM and Society
  ·The 1to1 Future: Are We There Yet?
  

• 6. Innovation

  ·Bits, Bytes and Bucks: Monetizing New Technology and Relationships
  ·Excellence or Innovation? Pick One
  ·Innovation & Advantage: Driving Creativity for Competitive Stance
  ·The Wisdom of Dissent: Innovative Decisions Require Diverse Points of View
  

• 5. Ethics and Trust as KPI's for Success

  ·Violate Your Customers' Trust, and Kiss Your Asset Good-Bye
  ·Have I Ever Lied to You? Ethics as the Basis for Business Strategy
  ·Cultivating Trust isn't Expensive – It's Essential!
  ·ntegrity Isn't Elastic: Ethics and Trust Can Never be Part-Time Values
  

• 4. Enterprise Engagement—Enabling Your Brand Ambassadors

  ·The Compelling Economics of Enterprise Engagement
  ·You Can Lead a Force to Water, But You Can't Make them Think
  ·Is Your Corporate Culture an Advantage or an Albatross?
  ·The Company You Keep: Employee Culture for Competitive Survival
  

• 3. Leadership in the New Economic World Order

  ·Competing for Trust: Post Crisis Strategies for a Twitter Economy
  ·Leadership in Times of Challenge and Opportunity
  ·You Can't Outrun a Bear Market, But You Can be Ready for the Recovery
  ·Radical Times Require Radical Action: Leaders Needed, Inquire Within
  

• 2. Customer Experience

  ·Bad Service Bulletin: You Can't Un-Google Yourself
  ·Please Press " * " for Superlative: The Value of Your Front Line Contact Centers
  ·Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
  ·The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think
  

• 1. Culture of the Customer

  ·The 3 C's of a Sustainable Business – Colleague, Channel, and Customer
  ·If You're Seeking Customers for Your Products, You Need a New Navigation System
  ·Global Efficiency, Local Autonomy and Competitive Advantage
  

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  January 2011

  Managing Customer Relationships: A Strategic Framework

  In today’s competitive marketplace, managing customer relationships or customer relationship management (CRM) is critical to a company’s profitability and long-term success. To become more customer-focused, skilled managers, IT professionals, and marketing executives must understand how to build profitable relationships with each customer and how to make everyday managerial decisions that increase the value of a company by increasing the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they coined the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back. The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.

  
  
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  January 2008

  Rules To Break And Laws To Follow: How Your Business Can Beat the Crisis of Short-Termism

  Rules to Break and Laws to Follow brings the unique Don Peppers and Martha Rogers perspective to the most important issues facing businesses today. Based on their decades of experience working with leading companies around the world, Peppers and Rogers are kicking the business model up yet one more notch. Written in their hallmark conversational style, Rules to Break will help you make better decisions a dozen times a day.

  
  
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  June 2005

  Return On Customer: Creating Maximum Value From Your Scarcest Resource

  Don Peppers and Martha Rogers redefining the concept of what it means to be “profitable” as a business in Return On Customer. It’s 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 Customer, a revolutionary business metric focused on a company’s scarcest resource – customers.

  
  
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  March 2002

  Life's a Pitch... then You Buy

  In Life's A  Pitch... And Then You Buy, Don  Peppers shows us how to craft a pitch that is  guaranteed to simultaneously win the confidence (and business) of prospective clients and defeat the competition. Peppers' fail-safe system teaches mastery of three levels of the pitch: salesmanship,  psychology, and game theory. Peppers believes that the strongest pitches appeal to a person's emotional makeup and the very subtle, extremely personal "hot buttons" that make each of us into feeling and thinking creatures. Peppers shows how you can design pitches that capture your clients' hearts and throw your competition off balance at the same time.
  

  
  
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  May 2001

  One to One: B2B

  In the second book in their successful new One to One series, two marketing gurus focus on how to implement one-to-one marketing programs within the all-important category of business-to-business sales and service.

  
  
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  March 1998

  Enterprise One to One

  In this guide to one-to-one selling, the authors argue that with increasingly interactive media, it now makes more sense to sell as many products and services as possible to one customer, than to just sell one product to as many customers as possible. Chapters cover such subjects as: how to identify and capitalize on customer differences; how to increase the share of valuable "lifetime" customers; how to treat different customers differently; how to anticipate what your customer wants; how to get customer feedback; how to remove distribution barriers; and how to implement the one-to-one marketing philosophy in your company.

  
  
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  December 1996

  The One To One Future

  Most businesses follow time-honored mass-marketing rules of pitching their products to the greatest number of people. However, selling more goods to fewer people is not only more efficient but far more profitable. The One to One Future is a radically innovative business paradigm focusing on the share of customer--one customer at a time--rather than just the share of market.