From Volume to Value: Balanced Scorecards for Commercial Payments

Providers of commercial payments are increasingly judged not only by how reliably they process transactions but also on how effectively they help clients achieve strategic objectives. Traditional metrics such as spending or utilization can’t measure for this type of success. To build more effective metrics, this report applies the balanced-scorecard framework to the commercial payments industry, showing how providers can align financial performance, customer outcomes, internal processes, and organizational growth into a single, coherent view of value. 

Identifying the key performance indicators that matter most to customers, connecting them to provider actions, and linking them back to profitability leads to success under this framework. It’s a practical approach for building focused, cross-functional scorecards to help guide and assess strategy. This report details how to anchor KPIs in customer outcomes, streamline metrics into actionable sets, and develop consultative capabilities as a true differentiator. 

Key questions discussed in this Commercial & Enterprise report:

• How can organizations focus on the things that matter most to their customers?
• What are customers’ key performance indicators and how do they relate to those of the organizations with which they do business?
• What data points should commercial payments providers be tracking to ensure continued success?

Companies Mentioned: 

Accenture, Salesforce.com