附註:摘錄彼得‧杜拉克(Peter F. Drucker)的《管理:使命、責任、實踐》(Management: Tasks, Responsibilities, Practices)的兩段原文:
第一段:Clarifying who the customer is, is a necessary step for the success of any business. It requires answering several questions: Who is the primary customer? Who is the supporting customer? What does the primary customer value? What does the supporting customer value?
第二段:The most important questions to ask in defining a business purpose and business mission are: 'What is our business?' and 'What should it be?' And these questions can be answered only by looking at the business from the outside, from the point of view of customer and market. What does the customer buy? What is value to the customer? And what will the customer buy?