1. TODAY’S CLASS 5:00-6:15 Crossfire: Metrics 6:15-6:30 Break
6:30-7:40 Guest speaker:
Steve Harris,
Topic: “Using Customer Data to
Develop Evaluation Metrics”

2. excite@Home TODAY GUEST SPEAKER 6:30-8:00 in RM 216 Steve Harris
Topic:
“Using Customer Data to Develop
Evaluation Metrics”

3. Homework due next session
Prepare Case: Boston.com
Read Case: Staples.com
Read:“Making Business Sense of the Internet,”
“Perspectives: The Future of Commerce,” and Porter, “Strategy and the Internet.”

4. The Balanced Scorecard Strategy Into Operational Terms
Financial
To succeed financially, how should we appear to our shareholders?
Customer
To succeed financially, how should we appear to our shareholders?
Internal Business Process
To satisfy our shareholders and customers, what businesses must we excel at?
Vision and Strategy
Learning And Growth
To succeed financially, how should we appear to our shareholders?
Source: Robert S. Kaplan and David P. Norton, “Using the Balanced Scorecard as a Strategic Management System,”
Harvard Business Review 74 (January-February): 76, 1996

5. The Performance Dashboard
Steps of Strategy
Market
Opportunity
Assessment
Business
Model
Customer
Interface
Branding and
Implementation
Evaluation
Opportunity
Metrics
Business
Model Metrics
Branding and
Implementation
Metrics
Customer
Interface and
Outcome
Metrics
Financial
Metrics
Performance Dashboard

6. Crossfire: Which is Better -- Online or Offline Data Sources?