NORTEL'S PRACTICAL PATH to CUSTOMER LOYALTY

NORTEL'S PRACTICAL PATH to CUSTOMER LOYALTY

Measurement of customer satisfaction is integral to a culture of continuous improvement. But Nortel, the telecommunications multinational has taken it a step further in developing a practical process and tool kit for the enhancement of customer loyalty through customer value management for competiti...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Veröffentlicht in:Measuring business excellence 1998-01, Vol.2 (1), p.8-13
1. Verfasser: Bowden, Phil
Format: Artikel
Sprache:eng
Online-Zugang:Volltext
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:Measurement of customer satisfaction is integral to a culture of continuous improvement. But Nortel, the telecommunications multinational has taken it a step further in developing a practical process and tool kit for the enhancement of customer loyalty through customer value management for competitive advantage.
ISSN:1368-3047
1758-8057
DOI:10.1108/eb025513