Definition: A set of principles and analytic techniques for improving an organization’s performance in four general areas: financials, customers, learning and internal processes. What it means: ...

Building a scorecard can help managers link today’s actions with tomorrow’s goals. by Robert S. Kaplan and David P. Norton As companies around the world transform themselves for competition that is ...

Riyadh - November 8 th, 2010: The Kingdom of Saudi Arabia (KSA) was one of the few countries from the Middle East and North Africa (MENA) region that emerged relatively unscathed from the financial ...

How two management tools can help customer experience pros deliver results that resonate in the C-Suite. Customer experience professionals have a problem. Almost eight out of 10 can’t prove they’re ...