. . . please accept my thanks and appreciation for you contribution in creating a successful event. Your professionalism and expertise was very well-received and appreciated by our attendees . . .
Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism
by Don Peppers
by Don Peppers
Featured Keynote Programs
Full Day Executive Seminar
Customers are a scarce resource--finite in number, and expensive to replace. So it is vital to create the most value possible from the customers on hand, including any new customers coming in to the franchise. Unfortunately, because companies do not measure their Return on Customer and aren't held accountable for it, managers have no incentive whatsoever to preserve and increase the value of the customer base as a financial asset. As a result, companies frequently end up destroying a great deal of their own value in a single-minded quest for short-term income.
Creating genuine enterprise value from customers is a balancing act--an optimization problem. The actions one takes to acquire customers more aggressively have the potential to reduce current customers' lifetime values. Selecting a more relevant message for a marketing promotion will increase the attractiveness of the promotion, but it will also limit the target population. Streamlining the call center by installing an interactive voice response system may reduce the cost to serve customers, but could also reduce satisfaction levels or hinder the satisfactory resolution of complaints. A company that fully embraces genuine value creation will inevitably become customer-oriented, striving to understand and adopt the different perspectives of customers themselves. This will not only lead to a more effective and profitable enterprise, over the long term, but a more attractive and ethical corporate culture as well.
In this full-day seminar, Don Peppers will conduct classes in four interactive modules, designed to explore the issues involved in maximizing a firm's Return on Customer.
High Demand Presentation
Applying 1to1 Customer Insights to New Product Development and Launch
A high proportion of new products & services bomb because they misjudge the customers' needs. That means a high proportion of your marketing budget is poured into failures. We've all seen them. In fact, you may even have been responsible for one or two yourself that you'd rather forget. In this session, you will cover how to use customer insights generated by 1to1 marketing to raise the success rate of your new product introduction strategy. By linking new product ideation, development and launch directly to an understanding of customer need, you can spot and eliminate turkeys before you invest too much time and money in them. Just as importantly, you can focus and refine your efforts on new products and services that stand a much better chance of becoming your revenue-generating future stars.
Joined at the Hip
A company that fully embraces genuine value creation will inevitably become the customer-oriented, striving to understand and adopt the different perspectives of cutomers themselves. Putting yourself in the role of a customer, in order to better understand your own business, is virtually the same thing as beginning to cultivate a culture of customer trust. For a business to be successful, its customers must trust it to act in their own interest--to recommend products and services not based just on what the company wants to sell, but based on what the company's own information and analytical systems indicate that this particular customer will find the most valuable. This process not only leads to a more effective and profitable enterprise, over the long term, but a more attractive and ethical corporate culture, as well. In this track, Don Peppers will conduct a very interactive seminar, challenging participants to use what they have now learned to think through a variety of ethical dilemmas commonly faced by businesses and business executives and posed to the seminar audience for discussion.
How to Succeed in a Cut-Throat World and Still Sleep at Night
You might think that it's easy to tell right from wrong in business. But that isn't true. Few business ethics issues present themselves in a simple, easy-to-understand way. Anyone making real business decisions is likely to come face to face with a variety of ethical dilemmas. It's often easy to look the other way, but is that right? It's nearly as easy to avoid all hint of controversy, but you would be at a competitive disadvantage, permanently. In this fascinating one-hour seminar, based on a chapter in Don Peppers's book Life's a Pitch, participants are asked to evaluate a variety of real-life ethical dilemmas, and then learn the outline of four basic principals by which most of these situations can be resolved.
Don Peppers demonstrated clear thought leadership in employing CRM to serve the business strategy. Our customers walked out after the seminar w/ new ideas about how analytical & operational CRM should work together to increase long term customer equity.
Don Peppers brings vast experience of the ever-changing CRM marketplace to his presentations. Feedback from our customers was excellent--he remains at the forefront, pushing the boundaries of CRM and his enthusiasm undoubtedly inspired the audience.
Don's keynote presentation delivered exactly what we wanted to achieve with our audience, and met our delegates' critical and discerning expectations. His faculty performance was rated excellent on our assessment scale.
Dear Don,On behalf of FMI and the MealSolutions Commitee, thank you for participating in the session, "We Know You Have a Variety of Meal Solution Options to Choose From...Marketing 1:1 with the Solution-Seeking Consumer" at MealSolutions 98 in Tampa, Florida