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.Don’s vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. The Times of London has listed him among their “Top 50 Business Brains,” and the United Kingdom’s premier marketing organization, the Chartered Institute for Marketing, cited Don among their inaugural listing of the 50 “most influential thinkers in marketing and business today.” The World Technology Network has cited Don as an “innovator most likely to create visionary ‘ripple effects’.”

His compelling, clear and concise way of articulating his insights places Don in high demand as both a speaker and a management advisor. His counsel is regularly sought by Fortune 500 executives and entrepreneurs seeking to identify and retain their most valuable customers, increase customer satisfaction, and improve the financial results on the customer-facing side of their business.

TOPICS

Full Day Executive Seminar: Maximizing Your
Customers are a scarce resource–finite in number, and expensive to replace. So it is vital to create the most value possible from the customers on hand, including any new customers coming in to the…

High Demand Presentation: Applying 1to1 Customer Insights to New Product Development and Launch
A high proportion of new products & services bomb because they misjudge the customers’ needs. That means a high proportion of your marketing budget is poured into failures. We’ve all seen them. In fact…

High-Demand Presentation: Customer Orientation & Business Ethics: Joined at the Hip
A company that fully embraces genuine value creation will inevitably become the customer-oriented, striving to understand and adopt the different perspectives of cutomers themselves. Putting yourself…

Keynote Session:

Business Ethics: How to Succeed in a Cut-Throat World and Still Sleep at Night
You might think that it’s easy to tell right from wrong in business. But that isn’t true. Few business ethics issues present themselves in a simple, easy-to-understand way. Anyone making real business…

Customer Satisfaction for Fun and Profit
Customers are not on-off switches. They are volume dials. In this one-hour seminar, based on the international bestseller The One to One Future, you are asked what it really means to have truly satisfied…

Keynote Session: Customer Value is the Key to Long-Term Shareholder Value
The next phase of the customer revolution is to translate customer value into shareholder value. You’ll be shown why the only true measure of a company’s performance is how many customers it has, the…

Maximizing Your Value
Most business executives today would agree that a company’s value is closely related to the value of its customers–that is, the sum total of lifetime values in the current and future customer base…

Profiting from Better Customer Relationships
Customer relationships are important today than ever before. Web sites, call centers, automated sales forces–every type of business now has technology that enables it to treat different customers…

Taking the Customer’s Perspective. Really Now.
Don Peppers and Martha Rogers, Ph.D. helped kick off the relationship revolution a decade ago with the landmark first book, The One to One Future. In the years since, along with authoring five …
Visionary Presentation/Strategic Future of CRM Defined: Real Impact: Achieving a Return on Customers
There is a new star by which you need to steer your business: the impact of activity on customer value. Every management decision you take should be made with an eye on this new star. Drawing on the…

HEALTHCARE TOPICS

Confronting the Constituencies of Healthcare Before It’s Too Late
What are well-intentioned healthcare executives supposed to do? Squeezed between rising costs, reduced Medicare coverage, and the relentless pressure to report good financial results every quarter, healthcare professionals face their most difficult moment in the history of the U.S. In this session, best-selling thought leader and healthcare expert [Don Peppers/Martha Rogers][/Don] offers the first steps to the way out.

Dancing Shoes for Honeybees: Leveraging “Word of Mouth” in Healthcare/Pharma
The “word of mouth” customers share with each other has always been more important to any business than advertising or sales efforts. But it may be even more important to healthcare and pharma, because “word of mouth” comes directly from people’s sense of social participation. In this session, [Don Peppers/Martha Rogers][/Don] discusses how to deal with this new level of patient power and why healthcare leaders have to embrace an open-minded, active listening approach.

Excellence or Innovation: Do We in Healthcare Have to Choose One?
The better any organization is when it comes to operations, the harder it is for that organization to be innovative, and nowhere does this conflict come into sharper relief than it does in the healthcare sector. Businesses are kept sharp by the unforgiving discipline of a competitive marketplace, so failure to innovate, for a business, is often fatal. But government organizations – from regulatory and licensing agencies to tax authorities and others – as well as consumer and media groups serve as watchdogs to the healthcare industry. Malpractice and group lawsuits drive decisions for for-profit healthcare companies, and even the FDA and other healthcare government agencies have decided it’s better to prevent one death rather than save 1000 lives. In this session, [Don Peppers/Martha Rogers][/Don] will demonstrate why the accelerating pace of change makes innovation not only beneficial, but critical to the efficient long-term operation of every healthcare organization.

DON PEPPERS BOOKS:

Full Biography

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 that provides clients with world-class customer strategy, flawlessly executed, for bottom-line impact

Don’s vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. The Times of London has cited him among their “Top 50 Business Brains” in 2005, noting that he climbed 10 spaces from their 2003 assessment. Similarly, the United Kingdom’s premier marketing organization, the Chartered Institute for Marketing, cited Don among their inaugural 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 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’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 ROI and ROC.

Peppers’ and Rogers’ most innovative strategic thinking is embodied in their newest book, Rules to Break & Laws to Follow. Their 2005 publication of Return On Customers (or ROC) advanced 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. It climbed to the top 20 business books on Amazon, and was a top-ten business best-seller for 2005 with 800-CEO-Read. Fast Company named the book one of the 15 “most important reads” of 2005, and cited the book again in 2007 on their list of the 25 “Best Books” in business. Return On Customers was also a finalist in the American Marketing Association Foundation’s Berry-AMA Book Prize for 2006, for innovation and worldwide contribution to the professional field.

Don 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 17 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 and 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).

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. He 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, he worked as an economist in the oil business and as the director of accounting for a regional airline. Don 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.

Expertise:  Authors | BUSINESS | Change | Customer Service | Healthcare | Healthcare Medical Nursing Pharmaceutical | Management | Marketing | Sales Strategy | Strategic Planning | The Internet