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.
Content: Article
Authors: David P. Norton, Robert S. Kaplan
Source: Harvard Business School (HBS) Working Knowledge
Subjects: Customer Related, Management
Authors: David P. Norton, Robert S. Kaplan
Source: Harvard Business School (HBS) Working Knowledge
Subjects: Customer Related, Management
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