Customer Experience: What, How and Why Now
Technology is empowering customers. It is making them more knowledgeable, more connected – and more discerning – than ever before. But, there's a twist: While it's true that customers love the convenience that technology provides, they still crave that empathetic, human connection with their favorite brands.
On the other side of the table, business leaders are struggling to anticipate and defend against the disruption that technology – and customers themselves – are creating. Those who are able to find the right balance between automation and human-to-human interaction will be a step ahead.
This book will show you how.
Extreme Trust, Honesty as a Competitive Advantage
Extreme Trust, Honesty as a Competitive Advantage is the newest book from international best-selling authors and business visionaries Don Peppers and Martha Rogers, Ph. D.. This book is an absolute must read for any business executive who wants to succeed in today's highly digital and transparent world. Don and Martha look to the future once again, predicting that rising levels of transparency will require companies to protect the interest of their customers and employees proactively, even when it sometimes cost money in the short term. The importance of this "trustability" will transform every industry. Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves.
Managing Customer Relationships: A Strategic Framework
Managing Customer Relationships is the second edition desk reference from internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers, Ph.D. Fully revised and updated with new examples, case studies, and references with contributing works from industry leaders and academic experts, Managing Customer Relationships is one of the first books designed to develop an understanding of the science of managing customer relationships. The new edition also offers a full discussion of the influence of social networking on customer empowerment and customer relationship management (CRM).
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Rules to Break & Laws to Follow
Rules to Break & Laws to Follow, from internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers, is a must read for any business executive. Rules to Break & Laws to Follow examines what empowered customers, networked employees and a culture of innovation and trust mean for the competitive differentiation and long-term viability of a business.
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Return on Customer
Return on Customersm advances the concepts and tenets of business valuation to the next evolutionary stage, demonstrating how maximizing the value of the customer base means maximizing the value of the enterprise.
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One to One B2B
One to One B2B: Customer Development Strategies for the Business to Business World, applies one-to-one principles to the tasks businesses face when they are selling to other businesses, rather than consumers. Don Peppers and Martha Rogers, Ph.D. examine in detail the customer relationship management efforts of five business-to-business organizations. One to One B2B catches these companies in mid-stride, documenting what they've done so far, and how this fits into their bigger plans.
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The One to One Fieldbook
In 1999, The One to One Fieldbook: The Complete Toolkit
for Implementing a One-to-One Marketing Program, co-authored with Bob Dorf, former
president of Peppers & Rogers Group, transformed one-to-one theory into a
practical working guide. It pairs strategies with worksheets, questionnaires
and specific tactics to give businesses the tools for starting a one-to-one
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The One to One Manager
The One to One Manager: Real-World Lessons
in Customer Relationship Management documents real-world stories of
one-to-one marketing. Released in October 1999, it represents a departure
from the previous books. Here, Don Peppers and Martha Rogers Ph.D. examine the actual issues companies have faced while implementing CRM
programs. By compiling more than two dozen case studies from companies
around the world, The One to One Manager gives an inside peek
at the world of one-to-one marketing.
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Enterprise One to One
Don Peppers and Martha Rogers Ph.D., turned to the tools needed to accomplish
one-to-one in their 1997 best-seller, Enterprise One to One: Tools for Competing
in the Interactive Age. Enterprise One to One examines the types of business
situations where one to one is appropriate. Earning a five-star rating from
"The Wall Street Journal", it further established Peppers and Rogers as
the thought leaders in utilizing technology to build unbreakable competitive
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The One to One Future
In 1993, Don Peppers and Martha Rogers, Ph.D. introduced the concept
of one-to-one marketing in their book The One to One Future:
Building Relationships One Customer at a Time. This book started
the one-to-one revolution and has been published in 13 languages around the globe. The companion video hosted by Don
Peppers and Martha Rogers, Ph.D. takes you on a tour of the one-to-one
paradigm presented in The One to One Future.
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For bulk book orders, please contact Michael Dandrea at firstname.lastname@example.org or (203) 989-2204