Case The Customer Service Perspective Commerce Essay

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Today, the use of balanced score cards is one of the most popular approaches to the management of modern organizations and their business development. In this regard, it is worth mentioning the fact that the SME and small business tend to use the balanced score cards en masse due to the relative simplicity of using these method and its effectiveness. At this point, it is possible to refer to the example of Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus. These companies use balanced score cards successfully to improve their organizational performance and to introduce changes, which help the companies to improve their relationships with customers. In such a way, the balanced score cards are an effective and reliable tool that can help companies, especially those that operate in the SME and small business, to develop their business successfully, elaborate their business strategies and effective marketing policies to improve their organizational performance and company-customer relationships.

Analysis

In actuality, the main reason companies use balance score cards is the effectiveness of the balanced score cards in regard to the improvement of the organizational performance through the improvement of the company-customer relationships. What is meant here is the fact that the balanced score cards help companies to improve their relationships with customers and to improve their organizational performance, in such a way. At the same time, it is important to place emphasis on the fact that the balanced score cards are not truly customer-centered. To put it more precisely, companies can use balanced score cards not only for the improvement of their relationships with customers or to increase the customer satisfaction but also to improve the organizational performance at large. As the matter of fact, the development of business is closely intertwined with the company-customer relationships. As balanced score cards help companies to improve their relationships with customers, then they can help companies to improve their organizational performance.

In addition, it is important to take into consideration the fact that balanced score cards provide companies with detailed information on their performance and effects of their performance on customers, customer satisfaction and customer loyalty. With the help of balanced score cards, it is possible to get the general information concerning the performance of the company, problems in the performance and functioning of the organization and potential threats the company can face in the nearest future. On analyzing the information collected with the help of balanced score cards, companies can develop effective approaches to the solution of existing problems and to their elimination. In such a way, companies can minimize threats they may face in the course of the business development.

On the other hand, it is necessary to take into consideration the fact that balanced score cards allow companies to focus on their strengths and weaknesses and to develop strategic plans of their development. In this regard, it is worth mentioning the fact that the use of balanced score cards open new prospects for the business development of such companies as Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus because they can use their balanced score cards to introduce improvements and changes in their business plans and strategic plans.

Nevertheless, companies should be very careful with the adequate use of balanced score cards because balanced score cards alone are not always enough to conduct the accurate analysis of the current position of the company and its prospects in the market. Instead, it is necessary to use other tools that can help to conduct the detailed analysis of the current position of the company in the market, its competitive position and to reveal important facts concerning the development of the company, including such methods as SWOT analysis, PEST analysis, Porter’s five forces analysis and others.

Conclusion

Thus, the use of balanced score cards helps companies, such as Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus, to view their development from the customer perspective, which may be an essential factor contributing to the overall success of the improvements introduced by Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus. Obviously, the balanced score cards helped companies to understand needs and wants of their customers and to meet them perfectly. The latter naturally led to the improvement of their organizational performance and improvement of their position in the market.

On the other hand, it is worth mentioning the fact that the company cannot develop successfully, at least in a long-run perspective, when they view their development from the customer point of view solely. What is meant here is the fact that companies need to have their own business plans and marketing strategies, which they have to implement to reach their goals. In this regard, the use of balanced score cards to view their development from the customer perspective is not enough. In addition, it is necessary to view the development of the organization from the business point of view. What is meant here is the fact that, while developing business and marketing plans, introducing changes and innovations companies should take into consideration not only customers’ perspective but also other factors, such as competition and policies conducted by competitors, and other factors. Naturally, companies need to view their business development from different perspectives to develop effective business plans and marketing strategies.

Evaluation

On analyzing policies and measures undertaken by Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus, it is possible to suggest conducting the external analysis focused on the assessment of their competitive position. To put it more precisely, companies should identify clearly external threats and opportunities for their further business development. In such a way, they would be able not only to introduce changes that met needs and wants of customers but also to develop business and marketing strategies that could define the development of the companies in a long-run perspective. In such a situation, Hyde Park Electronics, Futura Industries, and Southern Gardens Citrus would improve their organizational performance consistently.

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