Performance Management
摘要
The application of the fuzzy portfolio analysis within the scope of performance measurement is analyzed in the master thesis of Darius Zumstein. It is especially suited for classifying, analyzing, evaluating, and improving crucial monetary customer performance indicators, such as turnover, contribution margins, profit, and customer equity, and nonmonetary indicators, such as customer value, satisfaction, loyalty, and retention. This chapter discusses a holistic customer performance measurement framework with more than 170 customer performance indicators and relevant key customer performance indicators. This work suggests fuzzily classifying all indicators to avoid misclassifications, improve customer evaluation quality, and exploit customer potential.