NORTEL'S PRACTICAL PATH to CUSTOMER LOYALTY

Abstract

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.

Citation

Bowden, P. (1998), "NORTEL'S PRACTICAL PATH to CUSTOMER LOYALTY", Measuring Business Excellence, Vol. 2 No. 1, pp. 8-13. https://doi.org/10.1108/eb025513