An overview of Peppers & Rogers Group\'s customer experience capabilities

1. make
an
impact!
Company Overview and Capabilities
December 2011
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 1

2. Peppers & Rogers Group: Pioneers in customer strategy
Peppers & Rogers Group combines a global perspective with deep expertise in customer strategy and
broad experience serving premier companies in global industries and markets
Perspective Expertise Experience
Headquartered in the U.S. Founders recognized Serving the market
with offices on five among the world’s top leaders in major industries
continents 20 business thinkers all over the world
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 2

3. Our founders
Don Peppers and Martha Rogers, Ph.D. have been thought leaders in
the business world for nearly 20 years, having published 8 business
bestsellers since 1993, including The One to One Future, the bible of
relationship marketing.
1. The One to One Future
2. Enterprise One to One
3. One to One Fieldbook
4. One to One Manager
5. One to One B2B
6. Managing Customer Relationships
7. Return on Customer
8. Rules to Break & Laws to Follow
1993 2008 2011
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 3

4. A fundamental truth
“Businesses succeed by getting, keeping
and growing customers. Customers are
the only reason you build factories, hire
employees or engage in any kind of
business activity.
Without customers, you don’t have a
business, you have a hobby.”
- Don Peppers & Martha Rogers, Ph.D.
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 4

5. Our business is to generate value for our clients …
We help clients
create more valuable businesses by
building the value of their customer base
We help clients
 Define their customer-based strategies
 Build their customer-centric capabilities
 Deliver their customer-focused programs
 Measure their customer-driven impact
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 5

6. … by helping them compete along a new dimension
Maximizing the value created
Customer by each customer
Needs
Satisfied
Share of
customer
Customer Centricity
Maximizing the value created
by each product
Product Centricity
Customers Reached
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 6

7. It starts with a core belief that all customers are different and need
to be treated differently
Customer Insight Customer Experience
Identify Differentiate Interact Customize
Customers as unique By value, behavior More cost - Some aspect of the
addressable & needs efficiently and company’s behavior
individuals effectively – offerings,
communications
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 7

8. And organizing around that philosophy by putting the customer in the center
of the enterprise strategy
Align the Organization
Implement Enabling Systems
Design the Customer Experience
Understand Customers
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 8

9. Peppers & Rogers Group enables the foundational elements of a customer-
centric enterprise
These elements serve as guide to developing customer-centric capabilities and as a lens through which
to evaluate progress during this transformation
Strategy Execution Impact
Organization (incl.
Business structure, culture, incentives)
Measurement
Processes (incl. identify,
differentiate, interact, customize)
Information (incl. data, insight, Monitoring
Customer knowledge, action)
Technology (incl. tools, Management
integration, utilization)
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 9

10. Our broad range of services delivers impact
Peppers & Rogers Group Consulting follows a consistent framework for every engagement. Solutions are
customized, and clients can enter – and exit – the process at any stage
INSIGHT STRATEGY BUSINESS CAPABILITY
INSIGHT DEPLOYMENT
DESIGN BUILDING
► Data Strategy ► Customer-Centricity ► Customer
Experience ► Organizational ► Program
Assessment and Management Design and Management Office
► Customer
Roadmap Restructuring (PMO)
Segmentation (needs, ► Sales
and Service
Development
behavior, value, Model ► Operational ► Communication
lifestyle, lifecycle) ► BusinessPlan Excellence Planning and
► Contact Center
Development Coordination
► Customer Behavior Strategy and Design ► Customer-Centric
Prediction ► Business Case and Process Design ► Business
and Cultural
► Channel
Feasibility Studies Change
► Customer Lifetime Management Strategy ► Business
Management
Value Analysis ► Social Media Strategy and Design Requirements
and Resource Gathering ► Deployment
► Retention Analysis and ► Distribution Network
Planning Management and
Churn Prevention Design ► Cost Optimization
Support
Strategies
► SalesForce Design ► RFPDevelopment
► Campaign Analytics and Development and Technology
Selection
► Segment Investment ► Campaign
Planning Management and ► Performance
Momentum Program Management
Design
► Customer-Centric
► LoyaltyProgram Metrics Definition
Strategy and Design
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 10

11. Peppers & Rogers Group has worked with many of the world’s
leading brands
Financial Retail & Travel &
Healthcare Telecom
Services Distribution Transport
Nike.com
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 11

12. Peppers & Rogers Group
Corporate Headquarters
1111 Summer St
Stamford, CT
United States of America
Voice (203) 989-2200
www.peppersandrogersgroup.com
Global Locations:
Australia
Belgium
Brazil
Germany
Kuwait
Saudi Arabia
South Africa
Turkey
United Arab Emirates
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED.
The information contained in this document, much of which is confidential to
Peppers & Rogers Group, is for the sole use of the intended recipients. No part of
this document may be reproduced in any form or by any means, electronic,
The global leaders in mechanical, photocopying, recording, or otherwise, without the prior written
customer-centric permission of Peppers & Rogers Group.
management consulting
COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 12