Organisations have been urged to embrace "customer intimacy" in order to become market leaders. However, the complexities of developing and implementing performance measures for customer intimacy are yet to be investigated. This study investigates the introduction of customer-focused performance measures in a wholesale financial services company pursuing customer intimacy. The study demonstrates the multi-dimensional nature of customer intimacy, examines the potential trade-offs in the design of customer-focused performance measurement systems and identifies social and technical factors that shaped the fate of the new performance measurement system studied.
|Number of pages||10|
|Journal||Australian Accounting Review|
|Publication status||Published - 2005|