Building Customer Relationships in Four Steps

Business Team Working In A Call Center With A Manager

This in-depth interview was conducted on a Google+ Hangout and hosted by Billionaire Mentor Magazine’s Editor-In-Chief, Alex Mandossian with our guest Don Peppers.

In order to set up and manage your relationships with individual customers, you have to accomplish four basic things:

Identify: customers individually. Obviously, you can’t have a relationship with an audience or a population, but only with an individual. So before you can establish a relationship you must be capable of identifying customers, one customer at a time. You don’t have to have each customer’s name and address, but you need to know that the customer on the phone right now is the same one who was in the store yesterday, or on your Web site the day before that.

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Don Peppers
Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution.
A genuine thought leader, Don was listed by The Times of London as one of the “Top 50 Business Brains.” Accenture named him one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing called him one of the 50 “most influential thinkers in marketing and business today.”
Don Peppers

About Don Peppers

Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution. A genuine thought leader, Don was listed by The Times of London as one of the “Top 50 Business Brains.” Accenture named him one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing called him one of the 50 “most influential thinkers in marketing and business today.”

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