CBAP Business Analyst Exam Prep

Category - Enterprise Analysis

According to the Balanced Scorecard by Kaplan and Norton (1996), the customer strategic goals of a company aim to ________.
  1. manage how customers view the company
  2. increase overall sales amongst growth areas of primary market
  3. develop high-visibility products
  4. promote the functional performance of the company
Explanation
Answer: A - 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.
Was this helpful? Upvote!
Login to contribute your own answer or details

Top questions

Related questions

Most popular on PracticeQuiz