Hacia la cercanía al cliente: Implicaciones para la medición del desempeño

Translated title of the contribution: Towards customer intimacy: Implications for performance measurement

Kurt Verweire, Regine Slagmulder, Geert Letens, Pimsinee Chearskul, Eileen Van Aken, Jennifer Farris

Research output: Contribution to conferencePaperpeer-review


Recent performance measurement (PM) literature recognizes that measurement systems are not simply designed and implemented but rather evolve over time. As a result, researchers are encouraged to shift their attention to the use phase of PM systems. This paper describes the evolution of performance management in a bank that achieved breakthrough results through the implementation of a new strategy based on customer intimacy. The paper explores significant changes in PM system use and highlights the importance of both increasing the maturity of the performance review process and the alignment of PM use practices with business strategy.

Translated title of the contributionTowards customer intimacy: Implications for performance measurement
Original languageSpanish
StatePublished - 2010
EventIIE Annual Conference and Expo 2010 - Cancun, Mexico
Duration: Jun 5 2010Jun 9 2010


ConferenceIIE Annual Conference and Expo 2010


  • Learning organization
  • Longitudinal exploratory case study
  • Pm
  • Strategy implementation


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