Question

Topic: Strategy

How To Measure

Posted by Anonymous on 2/8/2005 at 5:08 AM ET 125 Points
I am building a Balanced Scorecard for an Information Technology products and solutions value adding reseller company. While using CRM as the engine for this strategy building I need to find out the measures I can use for the strategic objective of "Easy to do business with" company.


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RESPONSES

  • Posted by Chris Blackman on 2/8/2005 at 7:16 AM Member
    Balanced Scorecard. My favourite!

    Only problem - that's not enough information to answer the question.

    Can you explain the BS theme and perspective where this strategic objective fits?

    Also, what are the predecessors and successors to this objective (the objectives which link to it, upstream and downstream) on your strategy map?

    If you can supply this info I'll try to get back in next 24 hours.

  • Posted by bobhogg on 3/11/2005 at 3:36 PM Accepted
    farhat_rashid...

    Just a couple of late points to add to the discussion:

    1. Can you identify all the possible points of contact that your customers can have with your organisation ("moments of truth" as they are sometimes known)? Understanding what customers are expecting at each "moment of truth" can point you in the right direction to understanding how to build customer satisfaction.

    2. When doing your customer satisfaction survey, be sure to ask customers those factors that are important to them first. Otherwise, you can end up with high satisfaction scores on factors that are not important to the customer!

    Good luck,
    Bob
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