The Three Laws of Customer Service

This work offers the nuts and bolts to managing customers as investments. "A Concise Guide to Return on Customer" provides the groundwork for creating value from customers. With the latest innovative thoughts from two leading CRM leaders, it reveals insider tips on how to become profitable through customers. Don Peppers is a founding partner at Peppers and Rogers Group and is a globally respected thought leader, futurist, and consultant. He has delivered keynote addresses, workshops and consulting projects for clients on six continents. Martha Rogers (Bowling Green, OH) is a founding partner of Peppers and Rogers Group and Codirector of the Teradata CRM Center at Duke University.