Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • February 2001 (Revised June 2002)
  • Case
  • HBS Case Collection

Customer Value Measurement at Nortel Networks--Optical Networks Division

By: Das Narayandas
  • Format:Print
  • | Pages:25
ShareBar

Abstract

Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices 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. The CVM team now needs to present Nortel's senior management with the optimal combination of the many choices for soliciting customer perceptions that would make the best use of available resources, minimize the intrusion on customers' time, and add value for the business and customers alike.

Keywords

Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry

Citation

Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
  • Educators
  • Purchase

About The Author

Das Narayandas

Marketing
→More Publications

More from the Author

    • July 2024
    • Faculty Research

    Driving Transformation: Jeff Jones at H&R Block

    By: Nitin Nohria, Das Narayandas and Kayti Stanley
    • June 2024
    • Faculty Research

    Driving Transformation: Jeff Jones at H&R Block

    By: Nitin Nohria, Das Narayandas and Kayti Stanley
    • March 2024
    • Faculty Research

    Loris

    By: Shunyuan Zhang and Das Narayandas
More from the Author
  • Driving Transformation: Jeff Jones at H&R Block By: Nitin Nohria, Das Narayandas and Kayti Stanley
  • Driving Transformation: Jeff Jones at H&R Block By: Nitin Nohria, Das Narayandas and Kayti Stanley
  • Loris By: Shunyuan Zhang and Das Narayandas
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.