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Leveraging The Economy of Trust
Powered by the Internet, the information age has arrived, and with it has come a relationship revolution in business. Today's companies are interacting wi... Read more
Peppers and Rogers Group
Recent Articles about Peppers and Rogers Group
Four Strategies for Maximum Profitablity Via the Consumer Direct Channel
By Martha Rogers, Ph.D | Oct 1, 2001
The consumer direct (CD) channel -- products and services delivered to customers through catalogs, telemarketing, interactive TV, kiosks, Web sites, or mo... Read more
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 more
Solving the Opt-in/Opt-out Debate
By Martha Rogers, Ph.D | Oct 8, 2002
It's time to adopt a one-to-one system that protects customers' privacy and adds to company coffers. Read more
Solving the Opt-in/Opt-out Debate
By Martha Rogers, Ph.D | Oct 1, 2002
It's time to adopt a one-to-one system that protects customers' privacy and adds to company coffers. Read more
Thank You for Sharing
By Anne Stuart | Dec 1, 2002
A consulting group learns to exploit its information riches by weaving a sophisticated intranet into workers' lives. Read more
Why Customer Buy is More Important than What They Buy
By Jennifer Monahan | Jun 11, 2003
Conducting "needs" segmentation: knowing why a customer buys, can do more to help increase customer value than studying behavior: knowing what a customer ... Read more
Where Is Your Business On the Insistence Scale?
By Dr. Amber Gravett | Aug 7, 2002
Customers always had, and always will have, choices. Dissatisfaction with goods and services results in spending migration, compounded with ease of access to... Read more
Are Personalization and Privacy Really at Odds?
As more companies jump on the personalization bandwagon, they're finding that personalization and privacy aren't necessarily strange bedfellows. Read more
Are Personalization and Privacy Really at Odds?
Today's companies treat different customers differently for one basic reason: because they can. The technologies that enable personalization have only rec... Read more
Transformations: No Baby Steps
By Anne Stuart | Dec 1, 2002
The Web still offers companies an opportunity to reinvent themselves. Read more
Transformations: No Baby Steps
By Anne Stuart | Dec 1, 2002
The Web still offers companies an opportunity to reinvent themselves. Read more
Off the Record: A Candid Exec on the CRM Culture Shift
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 more
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 more
High-Test Education
By Emily Barker | Jul 1, 2001
A training program that really beefs up profits. Read more
Small Steps, Big Returns: Building Your CRM Vision in Increments
By Adam Honig | Aug 7, 2002
Companies have discovered that they can continue to invest incrementally in one mission-critical business strategy -- Customer Relationship Management (CRM) ... Read more
Strategies for Identifying Your Best Customers
By David Shinnebarger | Nov 4, 2002
Learn more about your customers and use that knowledge to leverage a competitive advantage. Read more
How About A Little One To One For Your Toaster? Enter Device Relationship Management (DRM)
By Jo Bennett | Aug 1, 2001
Just when you thought the alphabet soup of CRM terms couldn't possibly get any thicker, along comes a new flavor to add to the broth: Device Relationship ... Read more
Is Barry Bonds Hitting CRM Home Runs Too?
By Kimberlee Roth | Aug 1, 2001
The San Francisco Giants baseball team recently hit a CRM home run with a personalized, e-mail marketing campaign aimed at the 25,000 members of its Rewar... Read more
How to Benchmark Sales-and-Marketing Budgets
By Susan Greco | Feb 1, 1999
Here's how to determine the percentage of gross revenues you should budget for sales and marketing. Includes a look at what large companies spend and nationa... Read more
The 2001 Inc Web Awards: Winners
By Inc. staff | Nov 1, 2001
The winners of the third annual Inc Web Awards. Read more
The 2001 Inc Web Awards: Winners
By Inc. staff | Nov 1, 2001
The winners of the third annual Inc Web Awards. Read more
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 more
Customer Service Tips from an Expert
Nov 15, 2000
Martha Rogers knows customer relationship management. Rogers is a judge for the Customer Service category of the Inc. Web Awards 2000, a founding... Read more
Web Awards 2000: Customer Service
By Inc. staff | Nov 15, 2000
Treating each customer as an individual won Ives Development second place in the Customer Service category of the 2000 Inc. Web Awards. Read more
Web Awards 2000: Customer Service
By Inc. staff | Nov 1, 2000
Treating each customer as an individual won Ives Development second place in the Customer Service category of the 2000 Inc. Web Awards. Read more
CIC 101: Enhancing the Customer Experience
By Martha Rogers, Ph.D | Aug 7, 2002
Telephone-based retailer QVC saw $3.9 billion in sales in 2001. So why is it investing in its contact center? Read more
Managing One-to-One
By Leigh Buchanan | Oct 1, 2001
Operating under the premise that no two workers are alike, companies that are practicing one-to-one management are figuring out what makes each of their empl... Read more
Show me the ROI
By Martha Rogers, Ph.D | Nov 6, 2001
When it comes to customer-based strategies, it's tough to find a Financial Services Provider as strongly committed as Royal Bank of Canada (RBC). Since it... Read more
Fanatics!
By Susan Greco | Apr 1, 2001
During these soft economic times, small businesses are uniquely positioned to offer something that many lumbering giants can't: peerless customer service. He... Read more
Russell Straub's High-End Clients Were Straining His Business With Tougher and Tougher Demands
By Phaedra Hise | Sep 1, 2006
Was it time to go downmarket? Read more
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