Customer Perspective

This describes the company's customers look in the eyes of the customer. This is a consequence of the level of competition are more stringent, so the company is required to understand the needs of its customers (customer driven company).Customer perspective in the Balanced Scorecard identifies how the condition of their customers and market segments that have been chosen by the company to compete with their competitors. Segments of their choice reflects the existence of such customers as the source of their income. In this Prespktif, measurements were made with the five major areas (Kaplan, 1996:67) and the customer perspective has two main groups, namely the measurement and the proportion of customers are:A. Measurement of Core Customer GroupUsed in the measurement of key customers ukuaran-size consisting of:a. Market Share (Market Share)On this measure reflects the company controlled the whole of the existing market, which includes the number of subscribers, the number of sales, and unit sales volume.b. Customer retention (Customer Retention)These measurements can be done by knowing the percentage growth in the number of subscribers who currently owned by the company.c. Customer acquisition (Customer Acquitition)Size of customer acquisition reflects the strength of the business unit and win customers and attract new business. Customer acquisition can be measured by the large number of new subscribers are segmented.d. Customer Satisfaction (Customer Satisfaction)Measurement of the level of customer satisfaction can be done with a variety of techniques including: survey by mail, telephone interview.e. Advantages Customer (Customer Profitability)Measurement of the net profits earned from the customer or a particular segment after calculating the expenses used to meet the needs of those customers.2. Proporsisi Customer Value GroupGroup the proportion of customer value is the trigger of performance contained in the core value proposition is based on the following attributes:a. Product (Service Attributes)Includes the functionality of the products and services, prices and kualiatas. Customers have the tendency of the different products offered. Companies must be able to identify what the customer wanted the product ditawarakan.b. Customer relationships (Customer Relationship)Customer associated with the delivery of products or services that include the dimension of time response and delivery, and how customers feel after buying a product or service from the company.c. Image and reputation (Image and Reputasion)Describe the intangible factors that attract consumers to keep in touch with the company. Build image and reputation can be done through advertising and maintaining quality.

sumber : peneltian ilmiah "Analisis Kinerja Perusahaan dengan Menggunakan Metode Balanced Scorecard (BSC) pada PT. Bank Rakyat Indonesia. Tbk”