Martha Rogers on Return on Customer and Customer Value
In this podcast, Martha Rogers, who has co-authored with Don Peppers six books on marketing and customer relationships, discusses her concept of Return on Customer, customer lifetime value and how forward-thinking organizations are measuring the customer experience and customer value.
Rogers co-founded the Norwalk, Conn.-based Peppers & Rogers Group, a customer-focused management consulting firm.
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In this installment of the Voices of CRM podcast series, Zach Nelson, CEO of NetSuite Inc. in San Mateo, Calif., talks about NetSuite’s beginnings, the CRM market and the importance of integration between ERP, CRM and e-commerce systems. Nelson also discusses how NetSuite’s CRM approach differs from Salesforce.com, RightNow, SAP and Siebel.