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Customer needs and satisfaction

Customer needs and satisfaction: Balanced Scorecard and Key Performance Indicators
Customer needs and satisfaction: Balanced Scorecard and Key Performance Indicators

A key to strong financial performance is identifying customer needs and satisfying them. In this video tutorial, accounting professor Kay Stice explores leading measures and outcome measures and the impact they have on customers. Leading measures include the ratio of your selling price versus your competitor's selling price, percent of on-time deliveries, number of returned items, and customer satisfaction surveys. Outcome measures include market share, returning customers, and new customers.

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Skill Level Intermediate
1h 17m
Duration
45,158
Views
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Skills covered in this course
Business Accounting Business Skills Finance

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