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Martha Rogers, Ph.D. is one of the leading authorities on customer-focused relationship management strategies, an acclaimed author, business strategist and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered consultancy. Global 1000 and Blue Chip executives regularly seek her counsel and insight. She has led several large subscription-based research studies focusing on aspects of customer relationship management, and she currently serves on the Boards of Directors for ClickSquared and eGlue.

Martha began her career as a copywriter and advertising executive. She has also served as an Adjunct Professor at the Fuqua School of Business at Duke University, and co-director of the Duke Center for Customer Relationship Management. She co-authored several best-selling books with Don Peppers, which have collectively sold over one million copies in 18 languages. Their latest book, Rules to Break & Laws to Follow, was named as the inaugural title to Microsoft’s “Executive Leadership Series.” Their 2005 publication, Return on Customer, was listed in the top 20 business books on Amazon.com, and was a top 10 best-seller with 800-CEO-Reed.

Business 2.0 magazine named Martha one of the 19 “most important business gurus” of the past century. The World Technology Network cited her as “an innovator most likely to create visionary ‘ripple effects’.” In 2008, the Direct Marketing Association appointed her Honorary Governor. She has also been named International Sales and Marketing Executives’ Educator of the Year.

Full Profile

    Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Martha Rogers, Ph.D., is an acclaimed author, business strategist and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered consultancy.

    Business 2.0 magazine named Martha one of the 19 “most important business gurus” of the past century. The World Technology Network cited her as “an innovator most likely to create visionary ‘ripple effects’.” And in 2008, the Direct Marketing Association asked Martha to serve as Honorary Governor, noting that her contributions to the direct marketing business, and her name “symbolize ECHO excellence.”

    Martha’s counsel and insight are regularly sought by Global 1000 and Blue Chip executives. Her experience in optimizing and documenting customer value, and her expertise in applying “out-of-the-box” thinking makes her equally popular among global media, engagement planners, event organizers, as well as corporate and association leaders who are eager to learn more about customer-centric concepts and methodologies.

    Martha’s thought leadership and presentations routinely focus on the business issues that today’s global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:

    • Balancing long- and short-term goals by managing customer value

    • Building stronger customer relationships and customer experiences to build shareholder value
    • What engagement, innovation and trust mean for the future viability of every business
    • How to cascade the changes needed in an organization to build the value that customers create
    • How to use increases in customer revenue and customer equity as the basis for compensation and reward
    • Why and how to overhaul your business model before your competition (or channel partner) does it for you

    With co-author Don Peppers, Martha has produced a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers’ and Rogers’ latest thinking is embodied in their newest book, Rules to Break & Laws to Follow named as the inaugural title to Microsoft’s “Executive Leadership Series.” This timely publication addresses the challenges of success in a world where empowered customers and networked employees hold more power than the influence of your brand. The book further exposes the crisis of short-termism rampant in business today, and prescribes the path out.

    Their 2005 publication of Return On Customer (ROC) advanced the concept of the customer as a strategic asset, documenting that the customer base is capable of driving a company’s long-term economic worth. It climbed to the top 20 business books on Amazon.com, and was a top 10 best-seller for 2005 with 800-CEO-Read.

    These successes follow in the footsteps of Peppers’ and Rogers’ other books, The One to One Future (1993), which BusinessWeek called “one of the bibles of new marketing”; Enterprise One to One (1997), which received a five-star rating from The Wall Street Journal; as well as The One to One Fieldbook (1999), The One to One Manager (1999); and One to One B2B, which made The New York Times best-seller list within a month of publication in 2001. The authors have also published the first-ever CRM textbook for university use in graduate level courses, Managing Customer Relationships (April 2004), which reached best-seller status in the business community within days of publication.

    An Adjunct Professor at the Fuqua School of Business at Duke University, Martha has been the co-director of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives’ Educator of the Year.

    Martha began her professional career as a copywriter and advertising executive, and earned her Ph.D. at the University of Tennessee as a Bickel fellow. At Peppers & Rogers Group, Martha has led several large subscription based research studies focusing on particular aspects of CRM. She serves on the Boards of Directors for ClickSquared and eGlue.


Martha Rogers Speaker Videos Back to top

Keynote Speech


Martha opens by telling a story of her friend who used to spend about $250 per year renting and buying DVDs from a video store. She explains that her friend’s DVDs come with a lifetime guarantee, but one time she was unable to return a defective DVD without a paper receipt, even though the store had an electronic record of her purchase in their computer system. As a result, Martha says, her friend never went back to the video store again. “That was a stupid thing for the store to do, right?” Martha asks the audience. “Why in the world are companies doing things like that?”

She goes on to ask, “If customers are the most unique, non-replicable, measurably valuable asset we have, then this is the most important question that I have to ask you: who’s managing that asset for your company?” She lists the many different types of managers which currently exist in organizations and says, “All those people are important, but the most important asset you have is this customer, and this one, and this one… Who’s responsible for making sure that we know what the value of that customer is today, what the value of that customer will be tomorrow and how we’re going to increase the value of that customer?”

Speech Excerpt


Martha Rogers Interview



Speeches / Speaking Engagements Back to top


Martha’s experience in optimizing and documenting customer value, and her expertise in applying “out-of-the-box” thinking makes her popular among global media, engagement planners, event organizers and corporate and association leaders. Her presentations focus on the business issues facing today’s global enterprises while they try to maintain a competitive edge in their marketplaces.

Martha’s programs cover topics like balancing long- and short-term goals by managing customer value; building stronger customer relationships and experiences; how engagement, innovation and trust will affect the future of business; how to build the value that customers create; how to use increases in customer revenue and equity for compensation and rewards; and how to overhaul your business model.

Culture of the Customer
  • The 3 C’s of a Sustainable Business – Colleague, Channel, and Customer
  • If You’re Seeking Customers for Your Products, You Need a New Navigation System
  • Global Efficiency, Local Autonomy and Competitive Advantage

Customer Experience

  • Bad Service Bulletin: You Can’t Un-Google Yourself
  • Please Press “ * “ for Superlative: The Value of Your Front Line Contact Centers
  • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
  • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

Leadership in the New Economic World Order

  • Competing for Trust: Post Crisis Strategies for a Twitter Economy
  • Leadership in Times of Challenge and Opportunity
  • You Can’t Outrun a Bear Market, But You Can be Ready for the Recovery
  • Radical Times Require Radical Action: Leaders Needed, Inquire Within

Enterprise Engagement—Enabling Your Brand Ambassadors

  • The Compelling Economics of Enterprise Engagement
  • You Can Lead a Force to Water, But You Can’t Make them Think
  • Is Your Corporate Culture an Advantage or an Albatross?
  • The Company You Keep: Employee Culture for Competitive Survival

Ethics and Trust as KPI’s for Success

  • Violate Your Customers’ Trust, and Kiss Your Asset Good-Bye
  • Have I Ever Lied to You? Ethics as the Basis for Business Strategy
  • Cultivating Trust isn’t Expensive – It’s Essential!
  • Integrity Isn’t Elastic: Ethics and Trust Can Never be Part-Time Values

Innovation

  • Bits, Bytes and Bucks: Monetizing New Technology and Relationships
  • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
  • Excellence or Innovation? Pick One
  • Innovation & Advantage: Driving Creativity for Competitive Stance
  • The Wisdom of Dissent: Innovative

Decisions Require Diverse Points of View Looking Forward

  • Social Networks and How to Leverage Them
  • Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
  • Merging with Our Machines: PMT, WOM and Society
  • The 1to1 Future: Are We There Yet? Metrics for the Long-term
  • Long-Term Leadership in a Short-Term World
  • Return on Customer: Breaking the Rules to Maximize Enterprise Value
  • Have You Looked at Your Data Lately? You Can Get More for Less
  • Customers Are Like Little Financial Assets, with Collective Memory

Relationship Strength and Loyalty

  • The Three Rs of Loyalty: Relationship, Reward, Recognition
  • At What Price Loyalty? ~ The Six Myths of Customer Loyalty
  • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength


Martha Rogers Speaker Testimonials Back to top

    "You were tremendous. On behalf of the Harvard Business School′s marketing faculty, thank you most sincerely for participating so effectively in the Conference on the Future of Interactive Marketing."
    John Deighton, Associate Professor of Business Administration, Harvard Business School

    "Thank you for your outstanding contribution to the Retail Advertising Conference ′96. Your efforts and devotion to the industry have made a tremendous impact on helping make this the greatest RAC in history!"
    Doug Raymond, Kelly Lamb and Maureen Macke, Retail Advertising & Marketing Association

    "To see a room full of members on the edge of their seats taking notes is an association′s dream! Thank you again for helping to make our convention such a tremendous success!"
    Nancy J. Fletcher   Leslie A. Donohue, Outdoor Advertising Association of America, Inc.

    "I′m hearing nothing but raves from our attendees regarding your session. If ever there′s someone who wants a perspective on what you can contribute to a meeting, send them my way."
    Jonathan C. Abbott, Senior Vice President, PBS

    "We′ve received a lot of positive feedback on your plenary address, as indicated in the following sample comments: Outstanding presentation -- worth the price of the whole convention! Excellent plenary; motivational speaker who knows the marketing game. Dynamic... hits the key issues right on the head!"
    Michael McCabe, The Canadian Association of Broadcasters

    "Wow! What an eye-opener your presentation was at HSMAI′s Advertising & Public Relations University! I look forward to getting back to work so I can begin to start marketing a whole new way."
    Ken Hawkins, Director of Sales & Marketing, Marriott




* Please note that while this speaker’s specific speaking fee falls within the range posted above (for Continental U.S. based events), fees are subject to change. For current fee information or international event fees (which are generally 50-75% more than U.S based event fees), please contact us.

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    "You were tremendous. On behalf of the Harvard Business School′s marketing faculty, thank you most sincerely for participating so effectively in the Conference on the Future of Interactive Marketing."
    John Deighton, Associate Professor of Business Administration, Harvard Business School

    "Thank you for your outstanding contribution to the Retail Advertising Conference ′96. Your efforts and devotion to the industry have made a tremendous impact on helping make this the greatest RAC in history!"
    Doug Raymond, Kelly Lamb and Maureen Macke, Retail Advertising & Marketing Association

    "To see a room full of members on the edge of their seats taking notes is an association′s dream! Thank you again for helping to make our convention such a tremendous success!"
    Nancy J. Fletcher   Leslie A. Donohue, Outdoor Advertising Association of America, Inc.

    "I′m hearing nothing but raves from our attendees regarding your session. If ever there′s someone who wants a perspective on what you can contribute to a meeting, send them my way."
    Jonathan C. Abbott, Senior Vice President, PBS

    "We′ve received a lot of positive feedback on your plenary address, as indicated in the following sample comments: Outstanding presentation -- worth the price of the whole convention! Excellent plenary; motivational speaker who knows the marketing game. Dynamic... hits the key issues right on the head!"
    Michael McCabe, The Canadian Association of Broadcasters

    "Wow! What an eye-opener your presentation was at HSMAI′s Advertising & Public Relations University! I look forward to getting back to work so I can begin to start marketing a whole new way."
    Ken Hawkins, Director of Sales & Marketing, Marriott


    Extreme Trust: Honesty as a Competitive Advantage
    How companies can stay competitive in a world of total transparency.

    With their first book, 1993′s The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term.

    The importance of this "trustability" will transform every industry. Retail banks won′t be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns.

    Success won′t come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with.
    Order Here




    Managing Customer Relationships: A Strategic Framework / Edition 2
    Praise for Managing Customer Relationships A Strategic Framework

    "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies."
    Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

    "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!"
    Roy Barnes Senior VP of Customer Strategy, Marriott Vacation Club International

    "Every company that has customers has needed a reference guide like this for a long time. Peppers and Rogers are uniquely qualified to provide this essential tool for the field they helped to create."
    Jim Ryan CEO, Carlson Marketing Group
    Order Here




    Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism
    Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism

    "A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you′ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they′re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."
    —Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything

    "Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to make change their ally."
    —Jim McCann, founder and CEO of 1-800-FLOWERS.COM
    Order Here





Culture of the Customer
  • The 3 C’s of a Sustainable Business – Colleague, Channel, and Customer
  • If You’re Seeking Customers for Your Products, You Need a New Navigation System
  • Global Efficiency, Local Autonomy and Competitive Advantage

Customer Experience

  • Bad Service Bulletin: You Can’t Un-Google Yourself
  • Please Press “ * “ for Superlative: The Value of Your Front Line Contact Centers
  • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
  • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

Leadership in the New Economic World Order

  • Competing for Trust: Post Crisis Strategies for a Twitter Economy
  • Leadership in Times of Challenge and Opportunity
  • You Can’t Outrun a Bear Market, But You Can be Ready for the Recovery
  • Radical Times Require Radical Action: Leaders Needed, Inquire Within

Enterprise Engagement—Enabling Your Brand Ambassadors

  • The Compelling Economics of Enterprise Engagement
  • You Can Lead a Force to Water, But You Can’t Make them Think
  • Is Your Corporate Culture an Advantage or an Albatross?
  • The Company You Keep: Employee Culture for Competitive Survival

Ethics and Trust as KPI’s for Success

  • Violate Your Customers’ Trust, and Kiss Your Asset Good-Bye
  • Have I Ever Lied to You? Ethics as the Basis for Business Strategy
  • Cultivating Trust isn’t Expensive – It’s Essential!
  • Integrity Isn’t Elastic: Ethics and Trust Can Never be Part-Time Values

Innovation

  • Bits, Bytes and Bucks: Monetizing New Technology and Relationships
  • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
  • Excellence or Innovation? Pick One
  • Innovation & Advantage: Driving Creativity for Competitive Stance
  • The Wisdom of Dissent: Innovative

Decisions Require Diverse Points of View Looking Forward

  • Social Networks and How to Leverage Them
  • Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
  • Merging with Our Machines: PMT, WOM and Society
  • The 1to1 Future: Are We There Yet? Metrics for the Long-term
  • Long-Term Leadership in a Short-Term World
  • Return on Customer: Breaking the Rules to Maximize Enterprise Value
  • Have You Looked at Your Data Lately? You Can Get More for Less
  • Customers Are Like Little Financial Assets, with Collective Memory

Relationship Strength and Loyalty

  • The Three Rs of Loyalty: Relationship, Reward, Recognition
  • At What Price Loyalty? ~ The Six Myths of Customer Loyalty
  • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength


Keynote Speech


Martha opens by telling a story of her friend who used to spend about $250 per year renting and buying DVDs from a video store. She explains that her friend’s DVDs come with a lifetime guarantee, but one time she was unable to return a defective DVD without a paper receipt, even though the store had an electronic record of her purchase in their computer system. As a result, Martha says, her friend never went back to the video store again. “That was a stupid thing for the store to do, right?” Martha asks the audience. “Why in the world are companies doing things like that?”

She goes on to ask, “If customers are the most unique, non-replicable, measurably valuable asset we have, then this is the most important question that I have to ask you: who’s managing that asset for your company?” She lists the many different types of managers which currently exist in organizations and says, “All those people are important, but the most important asset you have is this customer, and this one, and this one… Who’s responsible for making sure that we know what the value of that customer is today, what the value of that customer will be tomorrow and how we’re going to increase the value of that customer?”

Speech Excerpt


Martha Rogers Interview