A Case study on organisational performance measurement systems for customer intimacy

Suresh Cuganesan

Research output: Contribution to journalArticle

4 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)52-61
Number of pages10
JournalAustralian Accounting Review
Issue number35
Publication statusPublished - 2005


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