Customer financial performance:
A)are best measured with financial metrics.
B)are reflected on the balanced scorecard as part of the learning and growth perspective.
C)can be improved by offering special features, and highly responsive customer service.
D)is improved by focusing on a combination of financial and nonfinancial metrics.

Question

Quizplus · Accepted Answer

Customer financial performance can be improved by focusing on a combination of financial and nonfinancial metrics. While financial metrics such as revenue and profitability are important, it is also necessary to consider nonfinancial metrics such as customer satisfaction and retention rates. Offering special features and highly responsive customer service can improve customer satisfaction and in turn, lead to increased revenue and profitability. Therefore, a combination of financial and nonfinancial metrics should be used to measure and improve customer financial performance.

Customer Financial Performance