Customer relationship-based strategic planning using balanced scorecard – a case study

S. Nagarajan, A. Sam Nallathambi, P.L.K. Palaniappan and Balan Sundarakani

International Journal of Enterprise Network Management, 2010, vol. 4, issue 2, 201-228

Abstract: Balanced scorecards is strategic planning tool which can align the organisation to the vision of success, and get people working on the right things and focusing on results. Development of balanced scorecard system is like putting a puzzle together, where different pieces come together to form a complete mosaic. We developed a conceptual framework and model for the implementation of balanced scorecard with the focus on customer relationship-based strategic planning. We successfully implemented the conceptual framework for a case company and it is discussed in detail with the focus on architecture for balanced scorecard.

Keywords: customer relationship; strategic planning; architecture; balanced scorecard; BSC. (search for similar items in EconPapers)
Date: 2010
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