In addition to the core measures and objectives, measures are needed that drive the
creation of customer value and, thus, drive the core outcomes. For example, increasing
customer value builds customer loyalty (increases retention) and increases customer satisfaction.
Customer value is the difference between realization and sacrifice, where realization
is what the customer receives and sacrifice is what is given up. Realization
includes such attributes as product functionality (features), product quality, reliability
of delivery, delivery response time, image, and reputation. Sacrifice includes attributes
such as product price, time required to learn to use the product, operating cost, maintenance
cost, and disposal cost. The costs incurred by the customer after purchase are
called post-purchase costs.