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Implementing SAP® CRM
book

Implementing SAP® CRM

by Vivek Kale
December 2014
Intermediate to advanced content levelIntermediate to advanced
513 pages
18h 48m
English
Auerbach Publications
Content preview from Implementing SAP® CRM
Valuing the Relationship-Based Enterprise453
All line functions need to reevaluate their old metrics to ensure that they are current with
the customer-centric and customer-responsive stances of the twenty-rst-century enterprises. We
discuss these issues next.
15.5 Balance Scorecard (BSC)
e BSC is a VBM system based on four distinct perspectives for evaluating the performance
of a company: nancial, customer, internal, and learning. e BSC aims to provide a balance
between the external and internal measures of performance, between short- and long-term objec-
tives, between nancial and nonnancial measures, and between lagging and leading indicators.
It is not limited to being merely a measurement and control system but has actually developed ...
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Publisher Resources

ISBN: 9781482231427