What you will learn in this this Webcast:
- Why customers, not products, generate profits.
- How to spend money on your limited customer base in order to get the greatest return.
- How to manage the "value exchange" – the value you deliver to your customers and the profits that they create for you.
- How to look into the future and predict customers' future value.
Our expert guests will tell you how integrating customer value into your business model can improve both short- and long-term profitability – and why customer value management is the king of KPIs.
About Martha Rogers, PhD, Dan Thorpe, PhD and Jeff Gilleland
Business 2.0 magazine named Martha Rogers, PhD one of the 19 most important business gurus of the past century. The World Technology Network named her "an innovator most likely to create visionary ripple effects."
Recognized for the past decade as one of the world’s leading experts on customer-based business strategies and growing customer value, Rogers is a founding partner of Peppers & Rogers Group, the world's leading customer-focused management consulting firm, based in Norwalk, CT, and boasting an impressive list of FORTUNE 500 clients.
With Don Peppers, Rogers has co-authored a total of seven best-selling books on the subject of managing customer value. Peppers' and Rogers' most innovative strategic thinking is embodied in their newest book, Return On CustomerSM (or ROC). This breakthrough business publication advances the concepts and tenets of business valuation to the next evolutionary stage, documenting the customer base as a revenue-producing asset for businesses, capable of driving a company’s long-term economic worth. It has climbed to the top 20 business books on Amazon, and Fast Company named the book one of the 15 "most important reads" of 2005.
As an Adjunct Professor at the Fuqua School of Business at Duke University, Rogers has helped to spearhead the "Growing Your Business by Increasing Customer Value" coursework at the MBA and executive education level. She is also the Co-Ddirector of the Duke Center for Customer Relationship Management. She is widely published in academic and trade journals.
Rogers began her professional career as a copywriter and advertising executive, and earned her PhD at the University of Tennessee as a Bickel fellow.
Daniel Thorpe, PhD is a Senior Vice President at Wachovia and currently serves as Wachovia's director of the Statistics and Modeling Group for the Customer Analytics and Targeting Division (CART). CART is a recognized Center of Excellence that offers rigorous analytical and marketing research support to develop strategies to acquire, enhance and deepen, and retain customer relationships for Wachovia.
Thorpe has a BS in chemical engineering and an MS and PhD in Statistics, all from the University of Minnesota, where his research and focus were in industrial statistics (design of experiments) and inference in small sample sizes. Upon finishing his PhD, he took a job with W.L. Gore and Associates, where his areas of contribution varied across experimental design in product development, survey design and analysis in employee engagement and in the financial modeling and forecasting of product demand.
During this time, he frequently gave presentations and papers on how the statistical community can more effectively partner and collaborate with their business peers.
When he joined Wachovia, Thorpe's focus turned entirely to generating customer insight from the huge amounts of data and information that Wachovia collects. He and his team partner with Wachovia's Line of Business in modeling customer behavior from targeted marketing campaigns to understanding the value of customer loyalty. Currently, he leads Wachovia's Marketing ROI modeling efforts, where he partners with Wachovia's Corporate Marketing team.
Jeff Gilleland, Global Customer Intelligence Strategist at SAS, has more than 25 years of experience building profitable customer franchises for FORTUNE 500 companies. He has held senior marketing positions within the financial services and consumer packaged goods industries.
Before joining SAS in 2002, Gilleland drove the development of legacy Wachovia's CRM strategy, which is regarded as a "best practice" in the financial services industry. Applying his experience in "1to1" and "classical" marketing, he offers an informed view on how to build organizational capabilities that enable knowledge-based strategies to increase customer affinity and profitability.
