Quote: Very few of us, myself included, know the customer. One reason is that all of us believe, and must believe, that the product and the service we produce is important. But 99.9% of your customers couldn't care less about your product or service. You are not that important in their universe. And that's almost impossible to accept.
The second reason is that you amass an enormous amount of information about the people who buy from you. Yet, for almost all companies, at least 70% of the people or organizations that should be your customers are not. So, if you want to understand the customer, those people who
aren't your customers are the key.
Author: Peter Drucker
Quote: If you were to ask what the two main challenges are that we face, technology is not going to help you with either. One is to increase the dismal productivity of the new labor force—knowledge workers and service workers. In blue-collar work, the question is how the job is done. But in knowledge work, the question is what should be done. Managements haven't asked that question yet. For this challenge, technology isn't helping very much.
Quote: If you were to ask what the two main challenges are that we face, technology is not going to help you with either. One is to increase the dismal productivity of the new labor force—knowledge workers and service workers. In blue-collar work, the question is how the job is done. But in knowledge work, the question is what should be done. Managements haven't asked that question yet. For this challenge, technology isn't helping very much.
The other challenge is to figure out what's going on outside the company. Inside the company, there are only costs…But we know nothing about the outside. The biggest change that technology could bring would not be a faster computer. It would be concepts for getting information about the outside. These concepts are very, very slow in coming.
The greatest mistake I made in a long life, and I made lots of them, was to invent the phrase "profit center." There ain't no profit centers inside a business; there are only cost centers. The only profit center is a customer whose check hasn't bounced.
Author: Peter Drucker
Quote: The absence of a vision will doom any strategy -- especially a strategy for change. A true vision shapes your hiring, assessment, and promotion of employees, and your behavior toward customers, partners, and investors. It is a more powerful tool for leading an organization than any market analysis or spreadsheet…I invest our resources in vision and values because company culture is inseparable from strategy -- and Because I don't want to wake up one day and have a profitable Organization that does not have a soul.
Author: Robert Knowling
Author: Peter Drucker
Quote: The absence of a vision will doom any strategy -- especially a strategy for change. A true vision shapes your hiring, assessment, and promotion of employees, and your behavior toward customers, partners, and investors. It is a more powerful tool for leading an organization than any market analysis or spreadsheet…I invest our resources in vision and values because company culture is inseparable from strategy -- and Because I don't want to wake up one day and have a profitable Organization that does not have a soul.
Author: Robert Knowling
