Recognized for more than 20 years as one of the leading authorities on customer-focused relationship management strategies, Dr. Martha Rogers, Ph.D. is an acclaimed author, business strategist and a founding partner of Peppers & Rogers Group, the world's premier customer-centric consultancy.
Business 2.0 magazine named Martha Rogers one of the 19 "most important business gurus" of the past century. The World Technology Network cited her as "an innovator most likely to create visionary 'ripple effects.'" Martha's counsel and insight are regularly sought by Fortune 500 and Blue Chip executives. Her experience in documenting customer value, and her expertise in applying "out-of-the-box" thinking makes her equally popular among the global media, engagement planners, event organizers, as well as corporate and association leaders who are eager to learn more about customer-centric concepts and methodologies. Dr. Rogers' 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. These include:
- Building stronger customer relationships, better customer experiences, and trust;
- Balancing long- and short-term financial goals by focusing on customer value;
- Engaging employees in order to create a stronger, more competitive corporate culture;
- Stimulating innovative thinking and benefiting from new ideas within a firm; and
- Dealing with social media, customer advocacy, and increasing levels of business transparency.
With co-author Don Peppers, Martha has produced a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers' and Rogers' newest book, their ninth, is Extreme Trust: Honesty as a Competitive Advantage. It suggests that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with. Extreme Trust follows Rules to Break & Laws to Follow, published in 2008, and named as the inaugural title to Microsoft's "Executive Leadership Series." This book addressed the challenges of succeeding in a world where networked customers and engaged employees hold immense power over your brand, making it doubly dangerous to succumb to the kind of rampant short-termism that characterizes many businesses today.
Among the other best-sellers authored by Peppers and Rogers, their first—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 ever written," while BusinessWeek called it the "bible of the customer strategy revolution." Enterprise One to One (1997), received a 5-star rating from the Wall Street Journal. One to One B2B made the New York Times Business best-seller list within a month of its publication in 2001. And their 2005 book Return on Customer was named one of the 15 "most important reads" of 2005 by Fast Company, and cited again in 2007 on its list of the 25 "Best Books" in business. In 2011 the authors released a second, updated edition of their CRM textbook for university use in graduate level courses, Managing Customer Relationships.
An adjunct professor at the Fuqua School of Business at Duke University, Dr. Rogers is the co-director of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives' Educator of the Year. Dr. Rogers earned her Ph.D. at the University of Tennessee as a Bickel fellow. At Peppers & Rogers Group, Dr. Rogers has led several large subscription-based research studies focusing on particular aspects of CRM.