Peter Drucker, the world famous management Guru once said. “Organisations exist to get and keep customers.”
I love the simplicity of Drucker’s observation and yet I find that many organisations seem to spend large parts of their working day engaged in activities, meetings and planning that often have little or nothing to do with ‘getting and keeping customers.’
Imagine conducting an audit of your business to determine how much of your activity contributes to getting and keeping customers. You could then review if the activities and see if enough time and energy was being invested into customer acquisition and retention…or not.
Of course many activities aren’t directly linked to getting and keeping customers, such as payroll management, I.T. maintenance, budgeting meetings etc.
I’m not suggesting these actives can or should be done away with. What I am interested in exploring is whether your organisations could or should fine tune its activities to focus on more on Druckers’ point?
How is your company culture helping or hindering your organisation to get and keep customers?