Page 397 - Global Project Management Handbook
P. 397

Evaluation of customer  Marketing  satisfaction survey The customer-oriented early warning  Sales Customer releationship  indicators are increasing in significance.  management In many organizations, quality awareness  Marketing Market analysis is already linked to customer requirements.  Marketing Ev



           Customer Perspective  Finance Perspective



              Customer satisfaction   survey Rate of repeat contracts   Turnover/turnover   by market Customer satisfaction   survey Number of new customers  Sum of all project costs  Earnings before interest   and tax (EBIT)  Planned budget/actual   budget  Risk/turnover  Net turnover











              Customer satisfaction  Customer loyalty  Market share in   project business  Image as project-   oriented organization  Customer acquisition  Project portfolio   costs  Project portfolio   results  Project portfolio   budget  Project portfolio risk  Project portfolio   turnover increase









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