Customer Perspective
By: and
Sign Up Now!
Already a Member? Log In
You must be logged into Bookshare to access this title.
Learn about membership options,
or view our freely available titles.
- Synopsis
- In the customer perspective of the Balanced Scorecard, companies identify the customer and market segments in which they have chosen to compete. These segments represent the sources that will deliver the revenue component of the company's financial objectives. This chapter illustrates how the customer perspective enables companies to align their core customer outcome measures--satisfaction, loyalty, retention, acquisition, and profitability--to targeted customers and market segments, and to identify and measure the value propositions being delivered to these segments. This chapter was originally published as chapter 4 of "The Balanced Scorecard: Translating Strategy into Action."
- Copyright:
- 1996
Book Details
- Book Quality:
- Publisher Quality
- ISBN-13:
- 9781422116555
- Publisher:
- Harvard Business Publishing
- Date of Addition:
- 07/31/16
- Copyrighted By:
- HBS Press
- Adult content:
- No
- Language:
- English
- Has Image Descriptions:
- No
- Categories:
- Nonfiction, Business and Finance
- Submitted By:
- Bookshare Staff
- Usage Restrictions:
- This is a copyrighted book.