Drucker Customer Quotes & Sayings
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Top Drucker Customer Quotes
What the customer buys and considers value is never a product. It is always utility, that is, what a product or a service does for the customer. — Peter Drucker
When Henry Ford said, "The customer can have a car in any color as long as it's black," he was not joking. — Peter Drucker
1. What is our mission? 2. Who is our customer? 3. What does the customer value? 4. What are our results? 5. What is our plan?2 — Peter F. Drucker
The purpose of business is to create and keep a customer. — Peter F. Drucker
Marketing is not a function, it is the whole business seen from the customer's point of view. — Peter Drucker
The aim of marketing is to know and understand the customer so well the
product or service fits him and sells itself. — Peter F. Drucker
The key activities are not to be found in books. They emerge from analysis of the specific enterprise. Two enterprises that to an outsider appear to be in an identical line of business may well end up defining their key activities quite differently. One, for instance, may put production in the centre; the other, customer service. Only two key activities are always present in any organization: there is always the management of people and there is always the management of money. The rest has to be determined by the people within looking at the enterprise and at their own jobs, values, and goals. — Peter F. Drucker
The creative imitator looks at products or services from the viewpoint of the customer. IBM's personal computer is practically indistinguishable from the Apple in its technical features, but IBM from the beginning offered the customer programs and software. Apple maintained traditional computer distribution through specialty stores. IBM - in a radical break with its own traditions - developed all kinds of distribution channels, specialty stores, major retailers like Sears, Roebuck, its own retail stores, and so on. It made it easy for the consumer to buy and it made it easy for the consumer to use the product. These, rather than hardware features, were the "innovations" that gave IBM the personal computer market. — Peter F. Drucker
Inside an organization there are only cost centers. The only profit center is a customer whose check has not bounced. — Peter Drucker
There is only one valid definition of business purpose: to create a customer. — Peter F. Drucker
Providing more desirable products, services, and customer experiences is vital to the continued existence of any business. And that is INNOVATION. — Peter Drucker
Businesses once grew by one of two ways; grass roots up, or by acquisition ... Today businesses grow through alliances - all kinds of dangerous alliances. Joint ventures and customer partnerings which, by the way, very few people understand. — Peter Drucker
The single most important thing to remember about any enterprise is that results exist only on the outside.The result of a business is a satisfied customer. The result of a hospital is a satisfied patient. The result of a school is a student who has learned something and puts it to work ten years later. Inside an enterprise there are only costs. — Peter Drucker
What people in business think they know about the customer and market is likely to be more wrong than right ... the customer rarely buys what the business thinks it sells him. — Peter Drucker
What is our mission? Who is our customer? What does the customer value? What are our results? and What is our plan? — Peter F. Drucker
The danger is in acting on what you believe satisfies the customer. You will inevitably make wrong assumptions. Leadership should not even try to guess at the answers; it should always go to customers in a systematic quest for those answers. — Peter F. Drucker
Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality. — Peter Drucker
Suppliers and especially manufacturers have market power because they have information about a product or a service that the customer does not and cannot have, and does not need if he can trust the brand. This explains the profitability of brands. — Peter Drucker
Because its purpose is to create a customer, the business has two and only two functions: Marketing and Innovation. Marketing and Innovation produce results. All the rest are costs. — Peter Drucker
True marketing starts ... with the customer, his demographics, his realities, his needs, his values. It does not ask, "What do we want to sell?" It asks, "What does the customer want to buy?" — Peter Drucker
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. — Peter Drucker
Making changes to better appeal to customer is INNOVATION. — Peter Drucker
An institution which is financed by a budget - or which enjoys a monopoly which the customer cannot escape - is rewarded for what it deserves rather than what it earns. It is paid for 'good intentions' and 'programs'. It is paid for not alienating important constituents rather than satisfying any one group. It is misdirected by the way it is being paid into defining performance and results as what will produce the budget rather than as what will produce contribution. — Peter Drucker