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The internal business perspective of the balanced scorecard answers which of the following questions?
A) How do customers see us?
B) What must we excel at?
C) How do we look to shareholders?
D) Can we continue to improve and create value?

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Answer:

B) What must we excel at?

Explanation:

The internal business perspective is about improving the company's internal processes by focusing and exploiting the company's core competencies. What actions and decisions are needed in order for us to excel and increase customer satisfaction.

A) How do customers see us?  ⇒ CUSTOMER PERSPECTIVE

C) How do we look to shareholders?   ⇒ FINANCIAL PERSPECTIVE

D) Can we continue to improve and create value?  ⇒ INNOVATION AND LEARNING PERSPECTIVE

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