The customer perspective within the Balanced Scorecard – BSC for short, enables organizations to target the market segments in which they have chosen to succeed. Correctly pinpointing the right market segment an organization wants to address helps the same organization develop strategies that maximize outcomes, and, ultimately, financial rewards.
In the past, the customer perspective was not a focal point of the Balanced Scorecard, as companies believed product performance and technology innovation to be the backbones of business success. Nevertheless, customer behavioral trends have gradually emphasized the necessity for understanding what customers need.
In today’s business environment, there has been a global trend towards integrating business processes and company strategies with Enterprise Resource Planning systems.
Managing performance by using the Balanced Scorecard (BSC) concept assists banks in appreciating whether their growth strategies are successful or not, and what new initiatives are required to achieve their strategic objectives in the future.
The Balanced Scorecard is one of the favorite performance measurement tools for a company that wants to measure their results at the organizational level.
