Don Peppers


Identifying the Customer-Focused Executive

By Don Peppers |  Aug 7, 2002

Whether CEO, CMO, or CCO (chief customer officer), relationship-savvy execs have a lot in common.  Read story

CRM Plays Different Roles for Different Companies

By Don Peppers and Martha Rogers |  Mar 1, 2002

The mad rush toward "I've got to do CRM" has turned to boardroom discussion of "What's the benefit?" -- and companies have become increasingly more skeptical...  Read story

Are Personalization and Privacy Really at Odds?

By Don Peppers and Martha Rogers |  Dec 1, 2001

As more companies jump on the personalization bandwagon, they're finding that personalization and privacy aren't necessarily strange bedfellows.  Read story

Off the Record: A Candid Exec on the CRM Culture Shift

By Don Peppers and Martha Rogers |  Dec 1, 2001

Implementing a CRM strategy that gets results inevitably involves winning over the hearts and minds of employees; and arguably the most difficult step of ...  Read story

The Secrets of Successful Loyalty Programs

By Don Peppers |  Nov 1, 2001

Why do some loyalty programs succeed while others fail?   Read story

Why CRM Initiatives Fail and What You Can Do About It

By Don Peppers |  Nov 1, 2001

Over the last several months, there's been a lot of debate about the validity of CRM as a business strategy. Gartner Dataquest recently found that as many...  Read story

A Mid-Sized Retailer Goes One to One

By Don Peppers |  Oct 1, 2001

Independent grocer Green Hills Farms combines old-fashioned hospitality and some newfangled one-to-one marketing to compete with the big supermarket chains.  Read story