card or debit customers without Wells card with Wells Fargo credit card. Fargo (7) When, where, and Ranking of #1 ranking Integrate delivery how (match when, online services; channels to match when, where, and how number of active where, and how customers want to be online customers customers want to be served) in various served. Some machines categories and web services have Spanish or Chinese language options. (8) Information-based Percentage of Offer right Deploy customer marketing (analyze and customers product at the relationship meet customer’s needs) receiving right time to management and data personalized save customer mining application marketing time and packages. messages money. (9) Be our customers’ Internet payments processor payments business revenue and transaction volume (10) People as a Percentage of Develop, reward, and competitive advantage key jobs staffed recognize “team with people with members”; build an requisite skills, inclusive workplace. knowledge, and training Development of a partial Balanced Scorecard for one of Wells Fargo’s segments appears in Fargo Online Financial Services (A),” Harvard “Wells Business School Case #9-198-146. 2-53 Chadwick, Inc.: The Balanced Scorecard (Abridged), Case (HBS Case Substantive Issues Raised
card or debit card with Wells Fargo customers without Wells Fargo credit card. (7) When, where, and how (match when, where, and how customers want to be served) Ranking of online services; number of active online customers in various categories #1 ranking Integrate delivery channels to match when, where, and how customers want to be served. Some machines and web services have Spanish or Chinese language options. (8) Information-based marketing (analyze and meet customer’s needs) Percentage of customers receiving personalized marketing messages Offer right product at the right time to save customer time and money. Deploy customer relationship management and data mining application packages. (9) Be our customers’ payments processor Internet payments business revenue and transaction volume (10) People as a competitive advantage Percentage of key jobs staffed with people with requisite skills, knowledge, and training Develop, reward, and recognize “team members”; build an inclusive workplace. Development of a partial Balanced Scorecard for one of Wells Fargo’s segments appears in “Wells Fargo Online Financial Services (A),” Harvard Business School Case #9-198-146. 2-53 Chadwick, Inc.: The Balanced Scorecard (Abridged), Case (HBS Case Substantive Issues Raised