The balanced scorecard is a set of financial and non-financial measures regarding a company's success factors, from four interrelated perspectives: financial, customer, internal business processes, ...

How two management tools can help customer experience pros deliver results that resonate in the C-Suite. Customer experience professionals have a problem. Almost eight out of 10 can’t prove they’re ...

Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

One of the challenges in becoming a strategic human resources business partner is to align HR plans with business plans. In some cases, goals and business strategies remain in the planning stage. A ...

The following is reprinted with permission from strategicplanningMD.As simple a concept as balanced scorecards are, organizations still have difficulty implementing them effectively. Although the ...

No matter how much we advocate the science of marketing, its art has not disappeared. Take the balanced scorecard, for instance. In the tradition of marketing creativity, a graphical document—the ...