Book description
MANAGING CUSTOMER RELATIONSHIPS
A Strategic Framework
Praise for the first edition:
"Peppers and Rogers do a beautiful job of integrating actionable
frameworks, the thinking of other leaders in the field, and best
practices from leading-edge companies.
"-Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair
of Business Administration, Terry College of Business, University of Georgia
"Peppers and Rogers have been the vanguard for the developing
field of customer relationship management, and in this book, they
bring their wealth of experience and knowledge into academic focus.
This text successfully centers the development of the field and its
theories and methodologies squarely within the broader context of
enterprise competitive theory. It is a must-have for educators of
customer relationship management and anyone who considers
customer-centric marketing the cornerstone of sound corporate strategy."
-Dr. Charlotte Mason, Department Head, Director, and Professor,
Department of Marketing and Distribution, Terry College of Business,
University of Georgia
"Don and Martha have done it again! The useful concepts and rich
case studies revealed in Managing Customer Relationships remove
any excuse for those of us responsible for actually delivering
one-to-one customer results. This is the ultimate inside scoop!"
-Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting
"This is going to become the how-to book on developing a
customer-driven enterprise. The marketplace is so much in need of this
road map!"
-Mike Henry, Leader for Consumer Insights at Acxiom
Praise for the second edition:
"Every company has customers, and that's why every company needs
a reference guide like this. Peppers and Rogers are uniquely qualified
to provide us with the top textbook on the subject, and the essential
tool for the field they helped to create."
-David Reibstein, William Stewart Woodside Professor of Marketing,
The Wharton School, University of Pennsylvania
DON PEPPERS is a Founding Partner at Peppers &
Rogers Group. He is a former CEO of a top-20 direct marketing agency.
He is a globally respected thought leader, futurist, and consultant.
He holds a degree in astronautical engineering from the U. S. Air
Force Academy and a master's in public affairs from Princeton
University's Woodrow Wilson School. His popular blog, "Peppers
Unplugged," can be found at www. 1to1media. com.
MARTHA ROGERS is a Founding Partner at Peppers & Rogers
Group and is in demand for speaking and thought leadership on six
continents. She is also an adjunct professor at the Fuqua School of
Business at Duke University. She earned her PhD at University of
Tennessee as a Bickel Fellow, and has led multi-year,
multimillion-dollar research programs.
PEPPERS and ROGERS have published eight best-selling books and
are "always working on the next one." Their first book,
The One to One Future, was named "Book of the Year"
by Tom Peters and "one of the two or three most important
business books ever written" by George Gendren, then editor of
Inc. Their second book, Enterprise One to One, was given a
five-star rating by the Wall Street Journal. The books appear
in nineteen languages. They have also published in Harvard Business
Review and other academic publications.
