The following statements are true regarding the customer perspective in the Balanced Scorecard EXCEPT:
A) Customer satisfaction leads to customer retention
B) A customer target might be to reduce cash expenses by 3%.
C) Customer retention generally leads to increased customer profitability
D) Success in the customer perspective should lead to improvement in the financial perspective.
B
Business
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The measurement and controls section of the marketing plan typically considers financial, but not non-financial, factors
Indicate whether the statement is true or false
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