Jack Covert over at 800-CEO-READ Blog was asked to review a few chapters of Peppers and Rogers new book. The first paragraph of the first chapter led Jack to defy anyone to find a better description of what “business” is. Here’s the Peppers and Rogers quote that caused Jack to issue his challenge:
“Businesses succeed by getting, keeping, and growing customers.
Customers are the only reason you build factories, hire employees,
schedule meetings, lay fiber optic lines, dispatch service trucks,
stock inventory, file for patents, operate call centers, negotiate
contracts, write software, or engage in any other kind of business
activity whatsoever…Without customers, you don’t have a business. You have a hobby.”
Business success is not determined by getting, keeping and growing customers. Business success is determined by your competency relative to your competition. Getting, keeping and growing customers is one of the competencies needed to succeed. But it is not the only one.
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