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

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

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.”

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

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

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