Nortel's lessons in driving revenues

Abstract

Beginning with conformance to industry standards in the late 1980s, Nortel has evolved and refined its use of data and targets to drive revenues through customer value and process management. Michael Jones, head of customer value and change management for Europe, talked to Measuring Business Excellence about some of the insights that inform the telecommunications group's practices.

Citation

(1997), "Nortel's lessons in driving revenues", Measuring Business Excellence, Vol. 1 No. 4, pp. 4-6. https://doi.org/10.1108/eb025501