The Customer Perspective defines the value proposition that the organization will use in order to satisfy customers and generate more sales to the targeted customers segments. The Leading Measures that are selected for the customer perspective should measure both the value that is delivered to the customer (value position) which may involve time, quality, performance and service and cost and the outcomes that come as a result of this value proposition (e.g., customer satisfaction, market share). The value proposition can be centered on one of the three: operational excellence, customer intimacy or product leadership, while maintaining threshold levels at the other two.

A generic slide showing the Customer Perspective

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Designing the Strategy  
Translating the Strategy into
Balanced Scorecards
 
Implementing the Strategy  
Creating and Implementing a
Strategic Workforce Plan
 
Creating Learning Organizations  
The Organizational Audit  
The Executive Audit  
The Executive Search  
The Executive Coach  

 

 

 

 

 

 
     

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