Gogotech will strive to provide new services to customers such as custom design packages and other custom design services. Gogotech's current professional designers will take responsibility for helping turn customer ideas into reality. Gogotech needs to gain a deep understanding of customer needs, requirements, challenges and desires. The lack of such processes and knowledge can lead the customer to seek alternatives and potentially damage the customer relationship (Lehmann, 2014). Improving customer service will help in understanding customer needs, thus increasing sales conversion rates. Gogotech will also plan the effective implementation of the initiatives. Implementing new initiatives can be a complex and challenging process, but it will prove beneficial to the company. The following table illustrates the business process perspective of Gogotech's Balanced Scorecard. Objectives Measures Target Initiatives FY01 FY02 FY03 Develop new services % Revenue growth 6% 8% 12% Custom design services Understand customer needs % Revenue growth 4% 6% 8% Improve customer service Effective implementation of Initiatives % of initiatives delivered on schedule 80% 85% 90% Initiatives delivered on schedule