Customer relationship based strategic planning using balanced scorecard - a case study

Balanced scorecards is strategic planning tool which can align the organisation to the vision of success, and get people working on the right things and focusing on results. Development of balanced scorecard system is like putting a puzzle together, where different pieces come together to form a complete mosaic. We developed a conceptual framework and model for the implementation of balanced scorecard with the focus on customer relationship-based strategic planning. We successfully implemented the conceptual framework for a case company and it is discussed in detail with the focus on architecture for balanced scorecard.