According to the Balanced Scorecard by Kaplan and Norton (1996), the customer strategic goals of a company aim to ________.
A)manage how customers view the company
B)increase overall sales amongst growth areas of primary market
C)develop high-visibility products
D)promote the functional performance of the company

Question

Quizplus · Accepted Answer

According to the Balanced Scorecard by Kaplan and Norton (1996), the customer strategic goals of a company aim to manage how customers view the company.
Key Takeaway: In a Balanced Scorecard of a company, managing how customers view the company is a customer strategic goal. For example, as part of their customer relationship management, the company can set goals of earning 90% satisfaction rates from all online customers who complete surveys. These figures, then, become the basis for which business analysis determines whether customer strategic goals have been met by staff.