Don Peppers

Martha Rogers

Shares strategies for maintaining business competitiveness in an increasingly transparent world, revealing the importance of professional honesty, solution-driven practices and integrity-based customer support. By the authors of The One-to-One Future. 20,000 first printing.

Honesty as a Competitive Advantage

Extreme Trust

The One-to-one Future

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

A Strategic Framework

Managing Customer Experience and Relationships

A guide to pitching products and services to one customer at a time shows business people how to find the twenty percent of their loyal customer base and how to find out what those customers want

Building Relationships One Customer at a Time

The One to One Future

In this guide to one-to-one selling, the authors argue that with increasingly interactive media, it now makes more sense to sell as many products and services as possible to one customer, than to just sell one product to as many customers as possible. Chapters cover such subjects as: how to identify and capitalize on customer differences; how to increase the share of valuable "lifetime" customers; how to treat different customers differently; how to anticipate what your customer wants; how to get customer feedback; how to remove distribution barriers; and how to implement the one-to-one marketing philosophy in your company.

Tools for Building Unbreakable Customer Relationships in the Interactive Age

Enterprise One-to-one

When a devastating blizzard paralyzes New England, Rachel Winston finds Nathan Reed near death and nurses him back to health, and Nathan learns a lesson in love and forgiveness in return.

Summer Dream

Sally and Manfred overcome the distance that the war has put between them and find love?

Love Stays True

Can Sallie and Manfred overcome the distance that the war has put between them and find love? In April 1865, the day following the surrender at Appomattox, Manfred McDaniel Whiteman and his brother, Edward, are released in an exchange of prisoners. They are given a few provisions, and they begin a long journey to their home in Bayou Sara, Louisiana. At home Sallie Dyer is waiting word of her beloved Manfred. Though just a young girl when Manfred left, Sallie has grown into a caring young woman who is determined to wait for her love--despite her father’s worries that she is wasting her life on someone who may never come home. On their journey Manfred and his brother encounter storms and thieves and are even thrown in jail. Will he make the journey home before someone else claims Sallie’s hand?

The first book in the Seasons of the Heart series is set in Connecticut in 1888, the year of what historians call “The White Hurricane.” The story reveals the power of God’s love to change lives and heal hearts. Summer Dream tells of a young couple’s love for each other and the obstacles that stand in their path of happiness. Until Nathan Reed resolves his anger with God and his family, he has no hopes of courting Rachel Winston, the minister’s daughter. As the daughter of a small-town minister in Connecticut, Rachel Winston believes the only way she’ll ever have a husband is to visit her aunt in Boston for the social season until Nathan Reed arrives in town. Although attracted to Rachel, Nathan avoids her because he has no desire to become involved with a Christian after experiences with his own family. When a devastating blizzard paralyzes New England, Nathan is caught in it and lies near death in the Winston home. Through the ministrations and tender care of Rachel and her mother, Nathan learns a lesson in love and forgiveness that leads him back to his home in the South. Before he can declare his love for Rachel, he must make amends with his own family. Will he return to Connecticut before Rachel leaves her home to head west as a missionary in Oklahoma Territory?

After her parents’ deaths, seventeen-year-old heiress Lucinda Bishop flees to Barton Creek, Oklahoma in 1896 as the ward of Amelia and Ben Haynes, her mother’s sister and brother-in-law. She finds life on a working ranch to be nothing like she had imagined, especially when she encounters Jake Starnes, a drifter now employed by her uncle who holds a dark secret from is past.

Winds Across the Prairie Book 1

Becoming Lucy

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

Turning Proactive Honesty and Flawless Execution into Long-Term Profits, Revised

Kathleen Muldoon is twenty-three and tired of ranch living. Fiercely independent and determined to become a nurse, she has left her family's ranch to study medicine under Old Doc Jensen and live in town with her aunt Mae, who runs a boarding house.

Autumn Song

Susanne Dietze

Cynthia Hickey

Lorna Seilstad

Erica Vetsch

Carrie Fancett Pagels

Connie Stevens

Jennifer Uhlarik

Marcia Gruver

A first love is never easily forgotten... and coming face to face with that person again can be awkward when the heartstrings are still holding on to the “what ifs.” In settings from 1865 to 1910, nine couples are thrown back on the same path by life’s changes and challenges. A neighbor returns from law school. An heiress seeks a quick marriage. A soldier’s homecoming is painful. A family needs help. A prodigal son returns. A rogue aeronaut drops from the sky. A runaway bridegroom comes home. A letter for aid is sent. A doctor needs a nurse. Can love rekindle despite the separation of time and space? First Things First by Susanne Dietze 1877 – South Texas: Texas rancher’s daughter Georgie Bridge mourned when her first love, Ward Harper, left town to study the law, but now he’s back—as opposing counsel in a case against her father. A Most Reluctant Bride by Cynthia Hickey 1880 – Ozark foothill ranch: Maggie Spoonmore marries her father’s former foreman, Zach Colton in order to salvage her reputation, yet struggles to believe he married her for love and not her inheritance. Weeping Willow by Marcia Gruver May of 1861 – Port Royal, Virginia: In Civil War Virginia, tables are turned for Willow Bates when Julian Finney, her childhood crush and steadfast defender, returns from the war a broken man in need of rescue. His Anchor by Carrie Fancett Pagels 1894 – Mackinac Island, Michigan: Robert Swaine, a ship captain, returns to Mackinac Island where his first love, Sadie Duvall struggles to support her siblings. Will she anchor him to the island he has vowed to leave behind? After the Ball by Martha Rogers 1910 – Dallas, Texas: Chase Thornton, a wealthy oil man yearns for the life of a cowboy and his first love, Susannah King, but can she trust him to keep his word to leave the city and stay on the ranch? Lighter Than Air by Lorna Seilstad 1900 – St. Louis, Missouri: After Titus Knott crashes his hot air balloon behind Ella Mason’s boarding school, he must convince his former sweetheart that his words are true and not full of hot air. In Due Season by Connie Stevens 1901 – Whitley, Kansas: Leah Brown accepts her role of town spinster until Gareth Shepherd unexpectedly steps back into her life. Now she’s faced with a choice. Can she forgive the man who jilted her? Heartfelt Echoes by Jennifer Uhlarik 1875—Virginia City, Nevada: A short, urgent letter mentioning his childhood love, Millie Gordon, forces deaf Travis McCaffrey to turn to his estranged birth father for help rescuing the woman he can’t forget. Prescription for Love by Erica Vestch 1905 – New Orleans: Erstwhile fiancée Natalie Morrison is the last person Dr. Mackenzie wants as his new nurse, but when an epidemic hits, Phin finds she’s come back into his life at the perfect time.

9 Historical Romances Where First Loves are Rekindled

First Love Forever Romance Collection

Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive. In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, and similar outlets show little mercy for bad behavior. The bar for trustworthiness is higher than ever and continues to rise. Bestselling authors Don Peppers and Martha Rogers, Ph.D., argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively—even if that requires spending extra money in the short run to preserve your brand reputation in the long run. The payoff of generating extreme trust will be worth it. With a wealth of fascinating research as well as practical applications, this book will show you how to earn—and keep—the extreme trust of everyone your company interacts with.

Turning Proactive Honesty and Flawless Execution into Long-Term Profits, Revised Edition

A second volume in the series that began with The One to One Manager analyzes the experiences of seven top companies to offer guidance on such issues as hiring and training the best salespeople and selling multiple product lines.

Customer Development Strategies for the Business-to-Business World

One to One B2B

In today’s competitive marketplace, customer relationshipmanagement is critical to a company’s profitability andlong-term success. To become more customer focused, skilledmanagers, IT professionals and marketing executives must understandhow to build profitable relationships with each customer and tomake managerial decisions every day designed to increase the valueof a company by making managerial decisions that will grow thevalue of the customer base. The goal is to build long-termrelationships with customers and generate increased customerloyalty and higher margins. In Managing Customer Relationships, DonPeppers and Martha Rogers, credited with founding thecustomer-relationship revolution in 1993 when they invented theterm "one-to-one marketing," provide the definitive overview ofwhat it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationshipmanagement, Managing Customer Relationships provides CEOs, CFOs,CIOs, CMOs, privacy officers , human resources managers, marketingexecutives, sales teams, distribution managers, professors, andstudents with a logical overview of the background, themethodology, and the particulars of managing customer relationshipsfor competitive advantage. Here, renowned customer relationshipmanagement pioneers Peppers and Rogers incorporate many of theprinciples of individualized customer relationships that they arebest known for, including a complete overview of the background andhistory of the subject, relationship theory, IDIC(Identify-Differentiate-Interact-Customize) methodology, metrics,data management, customer management, company organization, channelissues, and the store of the future. One of the first books designed to develop an understanding ofthe pedagogy of managing customer relationships, with an emphasison customer strategies and building customer value, ManagingCustomer Relationships features: Pioneering theories and principles of individualized customerrelationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler,Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them byvalue and need Tips for using the tools of interactivity and customization tobuild learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-basedinitiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’scustomer relationship leaders, and that provides fundamental toolsfor embarking on a career in managing customer relationships orhelping a company use customer value as the basis for executivedecisions The techniques in Managing Customer Relationships can help anycompany sharpen its competitive advantage.

Managing Customer Relationships

DIVDIVA painful past has left Doctor Elliot Jensen uninterested in love./divDIVUntil he meets Abigail./divDIV /divDIVSingle, educated, and looking for a new start, Abigail Monroe decides to join her brother and his wife in Portersville, Texas. Near her twenty-fifth birthday and without a suitor, she fears she will become a spinster if she stays in Briar Ridge, Connecticut./divDIV /divDIVA sprained ankle sends Abigail to the new doctor in town, Elliot Jensen. He is smitten, but tragedy in his past has left him bitter, guilt ridden, and afraid to fall in love again./divDIV /divDIVWhen the town’s deputy sheriff rescues Abigail after a robbery, Elliot’s feelings for her get stronger. He is jealous of the attention Abigail is getting, but he fears he can’t compete with the handsome deputy sheriff and his heroic deeds./divDIV /divDIVHas he waited too long to share his feelings for her? Or will Christmas bring them both the gift they seek? /divDIV /divSet in the late 1800s, the Seasons of the Heart series follows the lives of four women and their families, weaving together their stories of faith, life, and love as they bond in friendship only God could orchestrate. /div

Winter Promise

A Winds Accross the Prairie Holiday Novel. After serving time in prison for his part in a train robbery, Clayton Barlow is determined to make a new start. Can he prove he has changed his ways and find love?

Christmas at Holly Hill

DIVCan runaway Libby Cantrell finally get a new start?/divDIV /divDIVLibby Cantrell’s life has gone from bad to worse since her mother’s death. After working in a brothel to support her abusive father, she sees no hope for her future until one cold winter night when she finds the courage to escape./divDIV /divDIVWhen she collapses in Portersfield, Texas, exhausted, ill, and hungry, Sheriff Cory Muldoon finds her and takes her to the doctor. Against Cory’s better judgment, Seth and Erin Winston take her in and offer her a job as a nanny for their young son. As a minister, Seth sees it as his duty to take care of her. As a deputy, Cory needs to know the truth about her even as he is attracted to the waif of a young woman./divDIV As Cory’s feelings for her grow and winter becomes spring, will he be able to accept her as she is now and truly forget and forgive her sordid past?/div

Spring Hope

For Ben Haynes it is love at first sight, but can a Boston socialite find true happiness with a cowboy from Kansas? Once childhood friends, Ben Haynes is taken with Amelia Carlyle when he runs into her at her sister’s wedding. Although he will be returning to Kansas and life on his father’s ranch, Ben calls on Amelia several times, and they find they have more in common than they first realized. As he leaves for Kansas, they promise to write. Back in Kansas, Ben begins to save money toward a home for Amelia even though he has not made his intentions known. He’s relying on God to make a way. Meanwhile, Amelia is presented to society and has several young men vying for her attention. Although Ben has captured Amelia’s heart, her parents make every effort to discourage the relationship, even forbidding Amelia to correspond with him. Amelia tells Ben that she will wait for him as long as it takes, but will the love and loss they experience along the way bring them closer or drive them apart forever? SERIES DESCRIPTION Set in Oklahoma Territory before the days of statehood, Winds Across the Prairie is a series of stories of how love and forgiveness can overcome even the most difficult obstacles when God is in control. When one’s heart is attuned to God’s leading, the greatest of sins can be forgiven and a new life begun. These love stories will appeal to women as well as young adults as a story of how God helps His children overcome circumstances when they put their trust in Him.

Martha Rogers

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