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Don Peppers and Martha Rogers, Ph.D., are often credited with having created, or at least kickstarted, the whole customer-centric approach to business which became known as customer relationship management (CRM). In their first book together, The One to One Future: Building Relationships One Customer at a Time, they called the concept “one-to-one marketing.” Since then, they have written 10 more books further exploring, elucidating, and expanding the subject (see list at the end of this section).

Over time, the discipline has evolved, new terminologies have been created, and many of the practices Peppers and Rogers included as elements of one-to-one marketing would today be considered to be part of the customer-experience-management discipline. In the B2B space they would be considered part of the account-based marketing (ABM) or customer success management disciplines.

In 1993 they founded the Peppers & Rogers Group, which became a leading customer-centric management consulting firm with offices and clients on six continents. In 2013 they were inducted into the Direct Marketing Association Hall of Fame, and in 2016 they were jointly ranked by Satmetrix (now a unit of NICE) as the world's number-one most influential authorities on customer experience management.

Much sought after as public speakers, Peppers and Rogers have delivered talks or workshops in about 60 countries around the world. Whenever they speak, they make it a point to tailor and adapt their messaging for companies in virtually every business category imaginable. Today, they have once again joined forces to form CX Speakers, a business exclusively designed to deliver keynote presentations, instruction, workshops, and thought-leadership consulting focused exclusively on the customer experience and all its related topics, which range from digital technologies, disruption, and innovation to customer metrics, social selling, customer success, customer advocacy, trust, and corporate culture.

Prior to his career as an authority on customer-centric competition, Don Peppers served as the CEO of a top-20 direct marketing agency, and his book Life's a Pitch: Then You Buy (1995) chronicles his exploits as a celebrated new-business rainmaker in the advertising industry. He holds a B.S. in astronautical engineering from the US Air Force Academy and a master's in public affairs from Princeton University's School of Public and International Affairs. He also has a popular voice in business media and is LinkedIn's most widely followed authority on customer experience, with more than 300,000 followers.

Martha Rogers is the founder of Trustability Metrix, a firm designed to help companies understand how to measure and improve their levels of trust by customers, employees, and business partners. After a career in advertising copywriting and management, Rogers has taught at several universities, most recently as an adjunct professor at the Fuqua School of Business at Duke University, where she codirected the Teradata Center for Customer Strategy. Rogers has been widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives' Educator of the Year. Rogers earned her Ph.D. at the University of Tennessee as a Bickel Fellow.

Books by Don Peppers and Martha Rogers, Ph.D:

 The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993).Tom Peters: “Book of the Year” (1993)BusinessWeek: “Bible of the new marketing” (1994)Inc. Magazine: “One of the two or three most important business books ever written” (1995)

 Enterprise One to One: Tools for Competing in the Interactive Age (Doubleday, 1997).Wall Street Journal 5-Star Rating

 The One to One Fieldbook: The Complete Toolkit for Implementing a 1 to 1 Marketing Program (Doubleday, 1999), coauthored with Bob Dorf.

 The One to One Manager: Real-World Lessons in Customer Relationship Management (Doubleday, 1999).

 One to One B2B: Customer Development Strategies for the Business-to-Business World (Doubleday, 2001).New York Times Business Best Seller

 Managing Customer Relationships: A Strategic Framework (Wiley, 2011).

 Return on Customer: Creating Maximum Value from Your Scarcest Resource (Doubleday, 2005).One of Fast Company's “15 Most Important Reads” of 2005One of Fast Company's “25 Best Business Books” in 2007

 Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism (Wiley, 2008).Inaugural title in Microsoft's “Executive Leadership Series”

 Managing Customer Relationships: A Strategic Framework, Second Edition (Wiley, 2011).

 Extreme Trust: Honesty as a Competitive Advantage (Penguin, 2012).

 Managing Customer Experience and Relationships: A Strategic Framework, Third Edition (Wiley, 2016).

 Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (revised and updated Penguin Paperback, 2016).

Books by Don Peppers:

 Life's a Pitch: Then You Buy (Doubleday, 1995).

 Customer Experience: What, How, and Why Now (BookBaby, 2016).