Beginning in 1995, Nortel Networks, Optical Networks (ON) division has been the inclusion of customer satisfaction and loyalty measures in their business practices to increase customer value. Over the years, the owners of the major processes in different parts of the organization have become accustomed to receiving such information in a format with which they are familiar. Recent initiatives by the measurement of customer value (MBO) team has shown that the current methodology does not provide all of the ideas necessary to achieve the full potential of customer measurement. CVM team now need to provide top management with optimal Nortel many options for soliciting customer perceptions, that would make best use of available resources to minimize the intrusion on the customers' time and add value to businesses and customers alike. "Hide
by Das Narayandas Source: Harvard Business School 25 pages. Publication Date: February 13, 2001. Prod. #: 501050-PDF-ENG
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