Don Peppers and Martha Rogers Ph.D. invented one-to-one business strategy over 15 years ago. Today, they are recognized gurus, acclaimed authors and globally sought-after speakers.
As the U.S. House and Senate make last-minute changes to the final wording of the financial-overhaul bill, one thing seems fairly certain: U.S. banks and brokerages stand to lose billions of dollars in revenues as a result of the new rules aimed at providing additional safeguards for consumers on investments and other products.
Which customer groups offer the most potential? How do you bundle your services to get the greatest return? And how can you balance maximizing customer value (attract, grow, and retain the potential) with acting in the best interest of your customers (customer experience)? These are questions that vex most every company today.
Although unemployment rates continue to remain high and some market sectors, such as real estate, have not yet rebounded, most corners of the economy continue to gain strength. As corporate financial performance improves, many CEOs are focusing on expanding product sales or diversifying into new markets.
That type of thinking is a common knee-jerk approach most decision-makers often make in the early stages of an economic recovery. Ultimately, however, it's a misguided methodology.
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