Foreword
Introduction
Beyond first-generation balanced scorecards
Analytics: a new way of tracking organizational performance
The analytics-based scorecard: adding more business intelligence to your metrics
Customer relationship analytics: meaningful metrics that predict loyalty
External analytics: quantifying factors that can make or break your business
People analytics: measuring your most important asset
Operational analytics: key internal metrics of quality, productivity, timeliness and innovation
Strategic and financial metrics: measuring what really matters
Beyond the balanced scorecard: from performance measurement to performance management
Final thoughts
Appendix
References
Index
About the author.