Creating Customer Value: A series with Peppers and Rogers
SearchCRM.com
SearchCRM.com is proud to welcome world-renowned customer strategists Don Peppers and Martha Rogers in a podcast series on Creating Customer Value. In this monthly podcast, Peppers and Rogers will answer FAQs from SearchCRM.com readers on building trust with customer strategy and customer equity in the short-term and the long-term.
Listen to these podcasts for insight, and ask your own questions of Peppers and Rogers to be answered on an upcoming podcast.
If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy

Don Peppers and Martha Rogers are the founding partners of Peppers & Rogers Group and 1to1 Media, a customer-focused consultancy and award-winning publishing group, and they have written seven books on customer value and customer strategy.

Creating Customer Value podcast archive
Using Web 2.0 technology to build customer loyalty
Relationship marketing and customer equity with Don Peppers
Secrets to success in using technology to optimize your online customer experience
Understanding customer trust and its impact on the customer experience
Building a customer strategy with Martha Rogers
Building the trust of customers with Don Peppers
Linking call center agents and customer profit with Martha Rogers
Customer complaint management with Don Peppers
Creating value for customers and shareholders with Martha Rogers
Customer value management with Don Peppers
Customer equity management tips from Martha Rogers
Tying trust to customer values with Don Peppers
Managing customer profitability with Martha Rogers
Understanding customer behavior with Don Peppers
Maximizing shareholder value through customers with Martha Rogers
Customer value in the long-term with Don Peppers
Measuring customer worth and lifetime value with Martha Rogers
Volume 8: Increasing market share without losing quality, CLV in the entertainment industry
Volume 7: Customer questionnaires for retail; Making good on a bad customer experience
Volume 6: Call center training for Generation Y, benefits of outsourcing
Volume 5: Best practices for firing customers, customer experience management (CEM)
Volume 4: Customer reminders, B2B CRM, prioritizing customers
Volume 3: Punch-card programs, first call resolution (FCR)
Volume 2: Disappearing loyalty, customer standout companies
Volume 1: Business transparency, multichannel marketing, financials of customer equity
Creating Customer Value, Volume 8
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast. Click below to listen on your computer or download to your mp3 player for on-the-go expert advice.
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Creating Customer Value, Volume 7
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast. Click below to listen on your computer or download to your mp3 player for on-the-go expert advice.
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Creating Customer Value, Volume 6
In the October installment of our expert podcast series, Don Peppers answers questions on new methods of call center training for Generation Y-aged call center agents, the benefits of an outsourced call center and how monitoring customer experiences can help build customer equity.
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast.
Click below to listen on your computer or download to your mp3 player for on-the-go expert advice.
Click on the arrow to play the podcast:
Highlights:
Creating Customer Value, Volume 5
In this segment of our expert podcast series, Martha Rogers answers questions on products that are difficult to market, best practices for firing customers, the anticipated benefits of setting up a call center and defining customer experience management (CEM).
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast.
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Creating Customer Value, Volume 4
In this segment of our expert podcast series, Don Peppers answers questions on sending customer reminders, call center and marketing department relationships, the differences between business-to-business (B2B) and business-to-consumer (B2C) CRM and how to prioritize customer calls in the call center.
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast.
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Creating Customer Value, Volume 3
This installment features Martha Rogers answering reader questions on loyalty punch-card programs, winning over customers with first call resolution (FCR), helping call center agents build customer equity and whether to spend more resources on the most profitable customers.
Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast.
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Creating Customer Value, Volume 2
In this podcast, Don Peppers answers two SearchCRM.com reader questions, offering tips on customer equity in the long-term and the short-term. Get Don's take on whether customer loyalty is disappearing, and find out about a few companies that he thinks really go above and beyond for their customers.
Download the podcast here: CRM gurus Peppers and Rogers offer advice on customer equity in this Creating Customer Value podcast episode.
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Creating Customer Value, Volume 1
In this inaugural podcast, Martha Rogers answers questions about customer trust strategy and customer equity. You'll find out how multichannel marketing can affect customer trust, and whether businesses should be up-front with customers about any mistakes they make. And, learn where customer equity fits in on the balance sheet, and what short-term and long-term really mean when it comes to customer equity.
Download the podcast here: Peppers and Rogers offer advice on customer trust and customer equity in the first installment of the series.
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Fast forward to questions that interest you most.