Value to the customer?

Ron Baker, a noted consultant and principal of Verisage Institute, quotes from Peter Drucker: “What is value to the customer?”

The customer never buys a product. By definition, the customer buys the satisfaction of a want…” Following Drucker’s idea, Ron Baker is the promoter of “The Chief Value Officer” concept. He encourages professional service firms to think in terms of value rather than time. In an interview with Ed Poll, Ron discusses this concept further.

Ron Baker, Verisage Institue

42 minutes, 06 seconds
9.8 MB


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