Managing Customer Experience and Relationships, 3rd Edition

About the Authors

Don Peppers and Martha Rogers, Ph.D., are the founders of Peppers & Rogers Group, a leading customer-centric management consulting firm with offices and clients worldwide, and now a unit of TeleTech Holdings (TTEC). They have developed many of the principles of the customer relationship management field. They have been ranked by Satmetrix as the world’s #1 most influential authorities on customer experience management. Peppers and Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013, and have received many other accolades and awards.

Together, Peppers and Rogers have coauthored a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers and Rogers’s newest book, their ninth, is Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, which debuted in a revised and updated paperback in 2016. It suggests that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with. Rules to Break & Laws to Follow, published in 2008, was named as the inaugural title to Microsoft’s “Executive Leadership Series.” Among the other best-sellers authored by Peppers and Rogers, their first—The One to One Future (1993)—was called “one of the two or three most important business books ever written,” while BusinessWeek called it the “bible of the customer ...