Building Relationships with Customers
$10,001 - $20,000*
$10,001 - $20,000*
$10,001 - $20,000*
$10,001 - $20,000*
$10,001 - $20,000*
Recognized for more than 20 years as one of the leading authorities on customer-focused relationship management strategies, Dr. Martha Rogers, PhD, is an acclaimed author, business strategist, and a founding partner of Peppers & Rogers Group, the world’s premier customer-centric consultancy. Her experience in documenting customer value and her expertise in applying “out-of-the-box” thinking make Rogers popular among audiences worldwide and her counsel and insight invaluable to Fortune 500 and Blue Chip executives. 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.’”
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.
Best-Selling Author. 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 organizations they deal with. Extreme Trust follows Rules to Break & Laws to Follow, which was named as the inaugural title to Microsoft’s “Executive Leadership Series.” It addressed the challenges of succeeding in a world where networked customers and engaged employees hold immense power over your brand.
Among the other best-sellers authored by Peppers and Rogers, their first—The One to One Future (1993)—was named by Inc. magazine 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 Fieldbook (1998) transformed one-to-one theory into a practical working guide, and One to One Manager (1999) explored the real problems companies have while implementing CRM programs. One to One B2B (2001) made the New York Times business best-seller list within a month of its publication. Their 2005 book Return on Customer was named one of the 15 “most important reads” by Fast Company and was cited again in 2007 on its list of the 25 “Best Books” in business. In 2011, the authors released an updated edition of their graduate-level CRM textbook, Managing Customer Relationships.
Immense Expertise. 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 PhD at the University of Tennessee as a Bickel fellow.
Human to the Max. Under this headline, we offer several presentations around using social media and technology to reach your consumers with the understanding that the human touch will always be needed.
Customer Metrics. Big Data and Common Sense Analytics. five presentations are available on gathering, measuring, understanding and using data for success.
Women. Smart, Savvy and Successful. Choose from three different presentations by Martha Rogers on leveraging women’s power in business and her personal insights on work/life balance.
Culture of the Customer
- B-2-C? Say Hello to B-2-We!
- The 3 C?s of a Sustainable Business--Colleague, Channel, and Customer
- Murders & Acquisitions: You Get One Chance to Build a Blended Brand
- If You’re Seeking Customers for Your Products, You Need a New Navigation System
- Global Efficiency, Local Autonomy and Competitive Advantage
- 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
- It's All About You-Member Relationship Management Comes of Age
Data Data Everywhere- But What About Your Costumers
- How data can be used to create a more customer-centric organization;
- Best practices in using data analytics to generate and benefit from better customer insight, as well as more trusting customer relationships;
- Listening for and acting on real-time customer feedback, in order to set up a sense-and-respond marketing and customer service capability; and
- The problems that plague companies trying to employ analytically sophisticated customer insights.
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
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
- Integrity Isn't Elastic: Ethics and Trust Can Never be Part-Time Values
- Becoming Customers Most Trusted Advisors
- Integrate the “Customer Experience” Directly into Marketing Strategies
- What Can You Do To Blaze Your Own Trail?
- Bits, Bytes and Bucks: Monetizing New Technology and Relationships
- She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
- Excellence or Innovation? Pick One
- Innovation & Advantage: Driving Creativity for Competitive Stance
- The Wisdom of Dissent: Innovative Decisions Require Diverse Points of View
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
- Herding Cats: 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?
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
Relationship Strength and Loyalty
- The Three Rs of Loyalty: Relationship, Reward, Recognition
- At What Price Loyalty? The Six Myths of Customer Loyalty
- Loyalty IS the New Black: Best Practices and the Value of Relationship Strength
Social Media and Social Marketing
Government and Citizen Management
B2B Relationships and Selling
Any of the above themes can be tailored to specific vertical sectors (e.g. CPG/Retail, Education or Development, Financial Services, Public Sector, Pharma/Life Sciences, Travel/Transportation, Telecommunications, etc.) by the use of selected case studies and best practice examples.
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