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The Balanced Scorecard introduced customer metrics into performance management systems. Scorecards feature all manner of wonderful objectives relating to the customer value proposition and customer outcome metrics—for example, market share, account share, acquisition, satisfaction, and...

Situation Analysis A situation analysis is a review of past and present data that summarizes the organization’s current circumstances and tries to identify trends, forces and market conditions that might that might affect organization’s future prospects. This involves analyzing both internal...

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