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FEBRUARY

界定企业的宗旨与使命：顾客

谁是顾客？

要界定企业的宗旨和使命，要问是第一个问题也是最关键的问题，便是“谁是顾客？” 回答这一问题并非易事，它的答案往往决定了企业如何界定自身。顾客是产品或服务的最终使用者，所谓“顾客”；总是指某一特定的顾客。
许多企业都有至少两类以上的顾客，有促销活动的时候，顾客们都会去购买。品牌消费品制造商通常至少有两种客户——家庭主妇与杂货商。如果只能打动主妇们购买你的商品，而没能说服杂货商采购你的商品，那么主妇们对你的企业毫无益处；而反之，如果杂货商将你产品入在醒目的货架上，而主妇们并不想去购买，那么杂货商也没给你的企业带来丝毫好处。只满足了一个顾客的需要而没能满足另一个顾客的需要，企业就没有绩效可言。

行 动 指 南：
明确你所负责的产品或是服务摇篮有多少类别的顾客。 反思你是否满足了不同顾客的需要，是否忽略了某些顾客群的需要。
摘 自：
彼得.德鲁克《管理：任务、责任与实践》（Mangement: Tasks, Responsibilities, Practices）

Defining Business Purpose and Mission

The Customer

Who is the customer?

“Who is the customer?” is the first and the crucial question in defining business purpose and business mission. It is not an easy, let alone an obvious question. How it is being answered determines, in large measure, how the business defines itself. The consumer—that is, the ultimate user of a product or a service—is always a customer.
Most businesses have at least two customers. Both have to buy if there is to be a sale. The manufacturers of branded consumer goods always have two customers at the very least: the housewife and the grocer. It does not do much good to have the housewife eager to buy if the grocer does not stock the brand. Conversely, it does not do much good to have the grocer display merchandise advantageously and give it shelf space if the housewife does not buy. To satisfy only one of these customers without satisfying the other means that there is no performance.

ACTION POINT: Take one product or service that you are responsible for and determine how many kinds of customers you have for it. Then figure out if you are satisfying all of your different kinds of customers, or if you are ignoring some category(ies) of customers.
Management: Tasks, Responsibilities, Practices

我只满足了一部分客户的需求
哎.....................
惭愧啊

谁都做不到十全十美

中文发表了还有英文解释...值得学习..

我的顾客对我都不错,不过还是要多多发展顾客,这样才能强大

满足每个顾客好难呀.

呢个~~
有的顾客~~
我是应付不了~~
但是，我可以忍！！

顾客是永远也满足不了的。