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 bring customers' ideas to life. Gogotech needs to deeply understand customer needs, requirements, challenges and desires. The absence of such processes and knowledge can lead the customer to seek alternatives and potentially harm the customer relationship (Lehmann, 2014). Improving customer service will help understand customer needs, thereby increasing sales conversion rates. Gogotech will also plan the effective implementation of the initiatives. Implementing new initiatives can be a complex and difficult process, but will prove beneficial to the business. The following table illustrates the business process perspective of the Gogotech Balanced Scorecard. Objectives Measures Targets Initiatives FY01 FY02 FY03 Develop new services % revenue growth 6% 8% 12% Custom design services Understand customer needs % profit growth 4% 6% 8% Improve customer service Effective implementation of initiatives % of initiatives delivered on time 80% 85% 90% Initiative delivered on time