“It’s frustrating, isn’t it? You define tasks that you need your subordinate(s) to do, provide them the resources they need, and send them on their way to get it done. You wait. You notice it’s not getting done. You wait some more. It still isn’t getting done…”

“Happy customers are good, but profitable customers are much better. In this article, professor and Balanced Scorecard guru Robert S. Kaplan introduces BSC Customer Profitability Metrics.”