... customer‐focused performance, which we defined above, as important measures. In fact, Kaplan's performance measures reflect, in a sense, a firm's internal view of customer perceptions. © MCB UP Limited 2003 Customer orientation Organizational learning Strategic planning Core competences...

... of the customer. Peppers et al. (1999) claim that businesses must develop “learning relationships”, that is: remembering what the customer wants and making the product or service better as a result. © MCB UP Limited 2002 Customer orientation Role conflict The perennial challenges...