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https://bscdesigner.com/customer-service-kpis.htm
Customer Service Balanced Scorecard vs. KPI Scorecard In this example we create a Balanced/Strategy scorecard. As its name implies, this addresses the challenge of strategy execution. If you plan to use it for the customer service in your company, make sure that it is aligned with the overall strategy of your organization.
http://dbkay.com/content/bscPaper.pdf
Customer Support Balanced Scorecard: A tool that translates an organization’s mission and strategy into a comprehensive set of performance measures that provides the framework for a strategic measurement and management system.
https://www.clearpointstrategy.com/balanced-scorecard-customer-perspective/
The Balanced Scorecard Customer Perspective A high level of customer satisfaction can dramatically impact your company’s strategic success (and your bottom line). That’s why for-profit companies usually rank the customer perspective second on their Balanced Scorecard—just below the …
https://www.webbsc.com/s/customer-service-balanced-scorecard
28 rows · Customer Service Balanced Scorecard Use this example of a Customer Service …
https://mrdashboard.com/index.php/balanced-scorecard-customer-perspective/
Here are a few examples of customer perspectives in balanced scorecard: Customer service (measuring customer service effectiveness through overall customer satisfaction index created on an ongoing basis through customer surveys)
https://www.smartsheet.com/balanced-scorecard-examples-and-templates
A balanced scorecard helps you link your vision to your practices, and standardizes the way you achieve your objectives throughout your organization. When choosing a tool to help build your scorecard, consider one that enables you to collaborate, track data, and make changes in real time.
https://docs.oracle.com/cd/E41507_01/epm91pbr3/eng/epm/pbsc/concept_UnderstandingCustomerScorecard-9916f6.html
Following the basic tenets of Balanced Scorecard theory, use KPIs within the Customer Scorecard to: Evaluate how well marketing, sales, and customer support employees carry out the internal initiatives that are necessary to serve your customers. Assess how those initiatives are associated with your financial and strategic goals.
https://go.forrester.com/blogs/11-05-31-choosing_the_right_metrics_for_your_customer_service_operations/
You need to measure a set of competing metrics to make up a Balanced Scorecard that includes the cost of doing business and customer satisfaction. Service operations that have sales responsibilities should also track revenue generated.
https://bscdesigner.com/four-perspectives.htm
The three generic strategies of Balanced Scorecard (or similar Porter’s generic strategies) are: Product Leadership Strategy (building the franchise) Customer Intimacy Strategy (increasing customer value) Operational Excellence Strategy (achieving operational excellence)
https://balancedscorecard.org/bsc-basics-overview/
The balanced scorecard (BSC) is a strategic planning and management system that organizations use to: Communicate what they are trying to accomplish Align the day-to-day work that everyone is doing with strategy Prioritize projects, products, and services
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