Wal-Mart's Customer Service Perspective
Wal-Mart 's Customer Service Perspective
Karen E. Wilkerson
TUI
BSBA Integrative Project
BUS 499 Module 2 SLP
Dr. Thurgood
February 17, 2012
Wal-Mart 's Customer Service Perspective Customer service is interaction with your company 's clients. Ultimately, businesses are in business to make money; profitability cannot be achieved without customers. Customer service representatives provide much of this direct interaction, although almost anyone, from any position in an organization, may be called upon to provide customer service. In the most general sense, customer service entail answering customer’s questions and arranging for delivery of products and services. Although customer service is often associated with for-profit businesses, many different types of organizations provide customer service.
It has been proved that Balanced Scorecard works at best when measures in the all 4 perspectives are correctly set: financial, customer, internal processes, learning and growth. Each of the perspectives covers certain aspects of business functioning, both in the internal and external environment. According to own strategic goals, companies tends to make emphasis on certain perspectives, giving them different weights. It is very difficult to systematize these ties, since much depends on company organization structure, position in the market, and strategic vision.
In the BSC customer perspective a company selects market and customer segments where it will compete. Sure, the goals remain the same – implementation of financial objective. In simple words, this is making more money (maximizing profits). The financial perspective identifies key customer measures: loyalty, retention, acquisition and profitability. These measures are aligned to target markets and customer groups.
OBJECTIVE | MEASURE | TARGET | ACTION | Create a laid-back environment which lets customers that this is a “One stop shopping”. This meets the company’s objectives as it contributes to
Karen E. Wilkerson
TUI
BSBA Integrative Project
BUS 499 Module 2 SLP
Dr. Thurgood
February 17, 2012
Wal-Mart 's Customer Service Perspective Customer service is interaction with your company 's clients. Ultimately, businesses are in business to make money; profitability cannot be achieved without customers. Customer service representatives provide much of this direct interaction, although almost anyone, from any position in an organization, may be called upon to provide customer service. In the most general sense, customer service entail answering customer’s questions and arranging for delivery of products and services. Although customer service is often associated with for-profit businesses, many different types of organizations provide customer service.
It has been proved that Balanced Scorecard works at best when measures in the all 4 perspectives are correctly set: financial, customer, internal processes, learning and growth. Each of the perspectives covers certain aspects of business functioning, both in the internal and external environment. According to own strategic goals, companies tends to make emphasis on certain perspectives, giving them different weights. It is very difficult to systematize these ties, since much depends on company organization structure, position in the market, and strategic vision.
In the BSC customer perspective a company selects market and customer segments where it will compete. Sure, the goals remain the same – implementation of financial objective. In simple words, this is making more money (maximizing profits). The financial perspective identifies key customer measures: loyalty, retention, acquisition and profitability. These measures are aligned to target markets and customer groups.
OBJECTIVE | MEASURE | TARGET | ACTION | Create a laid-back environment which lets customers that this is a “One stop shopping”. This meets the company’s objectives as it contributes to
References: Niven, P. (N.D.) Customer perspective. EPM Review. Retrieved May 17, 2010, from http://www.epmreview.com/Resources/Articles/Customer-Perspective.html Kaplan, RS (2005) A Balanced Scorecard Approach To Measure Customer Profitability. Working Knowledge. Harvard Business School. Retrieved May 17, 2010, from http://hbswk.hbs.edu/item/4938.html