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makean

impact!

December 2011

Company Overview and Capabilities

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Perspective

Expertise Experience

Headquartered in the U.S. with offices on five

continents

Serving the market leaders in major

industries all over the world

Founders recognized among the world’s top 20 business thinkers

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

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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 Future2. Enterprise One to One3. One to One Fieldbook4. One to One Manager5. One to One B2B6. Managing Customer Relationships7. Return on Customer8. Rules to Break & Laws to Follow

2011201119931993 20082008

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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.

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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

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… by helping them compete along a new dimension

Product CentricityProduct Centricity

Customer Needs

Satisfied

Customers Reached

Share of customer

Cus

tom

er C

entr

icity

Maximizing the value created by each product

Maximizing the value created by each customer

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It starts with a core belief that all customers are different and need to be treated differently

Customers as unique addressable individuals

By value, behavior & needs

More cost -efficiently and

effectively

Some aspect of the company’s behavior

– offerings, communications

Identify Differentiate Interact Customize

Customer Insight Customer Experience

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And organizing around that philosophy by putting the customer in the center of the enterprise strategy

Understand Customers

Design the Customer Experience

Implement Enabling Systems

Align the Organization

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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

Business

Customer

Organization (incl. structure, culture, incentives)

Processes (incl. identify, differentiate, interact, customize)

Information (incl. data, insight, knowledge, action)

Technology (incl. tools, integration, utilization)

Measurement

Monitoring

Management

Strategy Execution Impact

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► Customer Experience Management

► Sales and Service Model

► Contact Center Strategy and Design

► Channel Management Strategy and Design

► Distribution Network Design

► Sales Force Design and Development

► Campaign Management and Momentum Program Design

► Loyalty Program Strategy and Design

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

► Data Strategy

► Customer Segmentation (needs, behavior, value, lifestyle, lifecycle)

► Customer Behavior Prediction

► Customer Lifetime Value Analysis

► Retention Analysis and Churn Prevention Strategies

► Campaign Analytics

► Segment Investment Planning

► Customer-Centricity Assessment and Roadmap Development

► Business Plan Development

► Business Case and Feasibility Studies

► Social Media Strategy and Resource Planning

► Organizational Design and Restructuring

► Operational Excellence

► Customer-Centric Process Design

► Business Requirements Gathering

► Cost Optimization

► RFP Development and Technology Selection

► Performance Management

► Customer-Centric Metrics Definition

► Program Management Office (PMO)

► Communication Planning and Coordination

► Business and Cultural Change Management

► Deployment Management and Support

INSIGHTINSIGHTINSIGHT STRATEGYSTRATEGY BUSINESS DESIGN

BUSINESS DESIGN

CAPABILITYBUILDING

CAPABILITYBUILDING DEPLOYMENTDEPLOYMENT

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TelecomTravel &

Transport

Retail & Distributio

n

Nike.com

Healthcare

Peppers & Rogers Group has worked with many of the world’s leading brands

Financial Services

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Peppers & Rogers Group

Corporate Headquarters1111 Summer StStamford, CTUnited States of AmericaVoice (203) 989-2200

www.peppersandrogersgroup.com

Global Locations:AustraliaBelgiumBrazilGermanyKuwaitSaudi ArabiaSouth AfricaTurkeyUnited Arab Emirates

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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, mechanical, photocopying, recording, or otherwise, without the prior written permission of Peppers & Rogers Group.

The global leaders in customer-centric

management consulting