MBA Depot - Keeping Your Balance With Customers

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Using the Balanced Scorecard approach, Robert S. Kaplan, of Harvard Business School, and David P. Norton analyze the four essentials of customer management: customer selection, acquisition, retention, and growth.

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Success x 2
Running an activity-based analysis through the Scorecard provides an accurate cost and profit picture and enhances the ScorecardÂ’s ability to connect with operations. And the Scorecard prevents companies from drowning in ABC/M detail.
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Subject(s): Management, Customer-Related

Source(s): HBS Working Knowledge

Author(s): Robert S. Kaplan, David P. Norton

Posted: 2003-11-11

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