Don Peppers

About Don Peppers

Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers, Ph.D, in 1993, is widely credited with having launched the CRM revolution. BusinessWeek called their book the \"bible of the new marketing,\" Tom Peters named it his choice for \"book of the year,\" and Inc. Magazine\'s editor-in-chief called it \"one of the two or three most important business books ever written.\" Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 \"most authoritative experts on customer experience.\" The Times of London named him one of the “Top 50 Business Brains,\" while Accenture called him one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing said Don is one of the 50 “most influential thinkers in marketing and business today.” In 2013 the Data and Marketing Association (US) inducted both Don and Martha into its Hall of Fame. Altogether, Don has authored or co-authored a legacy of international business best-sellers that have collectively sold over a million copies in 18 languages: • Managing Customer Experience and Relationships, 4th ed. college textbook (2022) • Customer Experience: What, How, and Why Now (2016) • Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profit (2016) • Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism (2008) • Return on Customer: Creating Maximum Value from Your Scarcest Resource (2005) • One to One B2B (2001) • The One to One Manager • The One to One Fieldbook • Enterprise One to One (1997) • Life’s a Pitch: Then You Buy (1995) • The One to One Future (1993) A captivating, persuasive, and entertaining public speaker, Don has delivered keynotes and presentations in more than 60 countries, with an on-stage enthusiasm that engages audiences and fires up crowds around the world. He focuses primarily on the business issues faced by companies seeking a competitive edge in their marketplace, but he also customizes every talk that he gives, using audience-specific cases and examples to drive home key points. Contact: d•••••••@cxspeakers.com

Experience

1. Adjunct Professor

   Menlo College

   Jan 2020 — Present · Menlo Park, CA, US

   I teach the course on customer-centric competition and customer relationship marketing, using Martha Rogers\' and my textbook, Managing Customer Experience and Relationships: A Strategic Framework (4th ed, 2022).

Education

• United States Air Force Academy

  Bachelor of Science (BS)

• Princeton University

  Masters in Public Affairs

Skills

• Pitch Work
• Leadership
• Engaging Speaker
• Loyalty Marketing
• Customer Insight
• Sales
• Advisory Boards
• Culture Change
• Building Customer Loyalty
• Dynamic Speaker
• Marketing Communications
• Social Media
• Marketing Technology
• Customer Loyalty Measurement
• Sales Presentations
• Social Networking
• Loyalty Analytics
• Pitch Development
• Predictive Analytics
• Mobile Marketing
• Change Management
• Financial Analysis
• Open Innovation
• Thought Leadership
• Loyalty Programs
• Interactive Media
• Long-Term Customer Relationships
• Performance Metrics
• Customer Oriented
• Best Selling Author
• Customer Experience
• Customer Churn
• Customer Retention
• Customer Service
• Business Analysis
• Innovation
• Customer Acquisition
• Financial Metrics
• Economics
• Board of Director Experience