Are customers the new stakeholders?

[Nitesurf Neroli]

I'm starting in on the Balanced Scorecard framework for a project and just realized. In the four perspectives Financial, Customer, Internal Processes, Learning and Growth, the customer perspective focuses on customer satisfaction among other things.

I've been reading some new takes on the BSC and I'm thinking if the customer is being replaced to stakeholders? any input will be helpful

 

[Handy Man]

That's a good observation, some modern takes on the Balanced Scorecard do expand "Customer" to "Stakeholder" to reflect broader interests, it depends on your project's goals and audience.

 

[Mekano phillip]

I'm starting in on the Balanced Scorecard framework for a project and just realized. In the four perspectives Financial, Customer, Internal Processes, Learning and Growth, the customer perspective focuses on customer satisfaction among other things.

I've been reading some new takes on the BSC and I'm thinking if the customer is being replaced to stakeholders? any input will be helpful

It's about capturing all the groups that affect or are affected by the business, the shift helps align strategy with a broader impact, especially in organizations focused on sustainability or social responsibility. So, using Stakeholders instead of Customer can make sense depending on your project's goals and context.