Business Process Management and the Balanced Scorecard: Using Processes as Strategic Drivers by Ralph F. Smith
Author:Ralph F. Smith [Ralph F. Smith]
Language: eng
Format: epub
Tags: Business
Publisher: Wiley
Published: 2006-12-10T16:00:00+00:00
Customer Assessment: Implementation
The purpose of the customer assessment is to balance internal analysis with the external perspective. No assessment can truly be complete without considering the needs and direction of the marketplace. The questions and tools from the customer assessment are reprinted in Exhibit 3.41.
Table 3.41. Customer Assessment Framework
Key Questions
Potentially Useful Tools
Customer Assessment
What are the key customer segments?
Brainstorming
What are the key S.W.O.T’s surrounding relationships with key customer segments?
System maps
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