Which is the second Drucker question for driving strategy?

Which is the second Drucker question for driving strategy?

• A. What is our mission?
• B. Who is our customer?
• C. What do they value?
• D. What are our results?

Answer: (B)

Understanding who the customer is is the next step after clarifying why the organization exists. Once you know the audience you’re serving, you can tailor the mission-driven focus to real people or businesses, which then informs what value you must offer. This makes it possible to decide how to meet that value, measure success, and plan effectively. If you don’t identify the customer first, you can’t accurately determine what matters to them or how to position your products and services, so the later questions—what the customer values, what results are achieved, and what plan to follow—depend on pinpointing the customer.

Understanding who the customer is is the next step after clarifying why the organization exists. Once you know the audience you’re serving, you can tailor the mission-driven focus to real people or businesses, which then informs what value you must offer. This makes it possible to decide how to meet that value, measure success, and plan effectively. If you don’t identify the customer first, you can’t accurately determine what matters to them or how to position your products and services, so the later questions—what the customer values, what results are achieved, and what plan to follow—depend on pinpointing the customer.