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hong kong
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The objective of this case is to show how customer satisfaction and customer loyalty programs are implemented within a firm to enhance customer value, and to provide a springboard for exploring “customer value and satisfaction” in a managerial context. Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practice to increase customer value. Over the years, key process owners in various parts of the organization have become accustomed to receiving such information in the format with which they are familiar. Recent initiatives by the Customer Value Measurement (CVM) team have shown that the current methodology does not provide all the insights required to achieve the full potential of customer value measurement.
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Paper Information
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Title: hong kong
Words: 510
Rating: None
Pages: 2
submitted by: bbhuihui
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