Customer Perspective

Customer Perspective

by D5371 – Atok Sugiarto

In modern management philosophy there is an increasing realization of the importance of customer focus and customer satisfaction. Customer perspective stand for the relationship between an organization and its customer it is an important perspective in helping an organization to improve their financial result also, it define how firms differentiates itself from competitors to attract retain and deepen relationship with targeted customers (Kaplan & Norton, 2001). The customer perspective enables companies to align various sizes such as satisfaction, loyalty, retention, acquisition, and profitability with customers and target market segments. Customer perspective also enables the company can identify and measure, in explicit, the proportion of the value of the company which will provide to customers and markets segment. The proportion of the value of the driving factors or lead indicators.