Balanced scorecard perspectives - aims and measures
Financial perspective of balanced scorecard
Customer perspective of balanced scorecard
Internal business processes perspective of balanced scorecard
Company growth perspective of balanced scorecard
Balanced scorecard links
Customer perspective of balanced scorecard
Aims:
- Improving the image of the company
- Increasing the satisfaction of the customer
- Increasing the level of loyalty of customers
- Improving the quality of customer service
- Increasing the market share
General measures:
- Market share
- New customers acquiring
- Customers loyalty
- Customers satisfaction
- Customers profitability
Measures of the value for customers:
- Product attributes
- Relations with customers
- Image and reputation of the company
