(Question 1) Can you make an interesting distinction between 'internal' and 'external' customers? Do yo think that financial considerations (bottom line) do make impact on how the 'relevancy' of each customer group is determined?
(Question 2) The question is how customer perspective fits into the Balanced Scorecard. In particular, how is finding and serving relevant customers could boost a financial bottom line? How could you define 'relevancy' in this context?