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PROF. DR. WILHELM SCHMEISSER, LYDIA CLAUSEN AND MARTINA LUKOWSKY BERLINER BALANCED SCORECARD: CUSTOMER PERSPECTIVE DOWNLOAD FREE TEXTBOOKS AT BOOKBOON.COM NO REGISTRATION NEEDED Berliner Balanced Scorecard: The Customer Perspective Contents Contents 1. From product- to customer profi t contribution 3 1.1 Product- versus customer-based calculation 3 1.2 Activity-based costing 4 1.2.1 Hierarchy levels of revenue and costing positions 6 1.2.2 Calculating a differentiated customer profi t contribution via activity- based costing 7 1.2.3 Interpretation of customer profi t contributions 8 2. From customer profi t contribution to customer cash fl ow 10 3. Calculated investment summary of the customer value 12 3.1 Determining the adequate target rate 12 3.2 Field of application for the customer value and interpretation of the results 13 4. The index hierarchy of the customer perspective 14 5. Combining the shareholder value and the balanced scorecard 15 6. Conclusion and outlook 16 List of Sources: 17
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