Premium
Using Service‐Customer Matrices in Strategic Analysis of Nonprofits
Author(s) -
Boardman Anthony E.,
Vining Aidan R.
Publication year - 2000
Publication title -
nonprofit management and leadership
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.844
H-Index - 54
eISSN - 1542-7854
pISSN - 1048-6682
DOI - 10.1002/nml.10404
Subject(s) - business , service (business) , portfolio , marketing , revenue , value (mathematics) , key (lock) , customer value , customer advocacy , customer retention , customer service , process management , service quality , computer science , finance , economics , market economy , computer security , hierarchy , machine learning
This article demonstrates the value of service‐customer matrices (SCMs) for managers performing strategic analysis of nonprofit organizations (NPOs). Some of the benefits of using SCMs are understanding the portfolio of businesses; clarifying what sponsors and clients value; identifying rivals, key attributes, and revenues on a service‐customer segment basis; and understanding and formulating positioning strategy.