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From Customer Retention to a Holistic Stakeholder Management System : Living a Vision / by Margit Huber, Susanne O’Gorman
Contributor(s): Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Series: SpringerLink BücherPublisher: Berlin, Heidelberg : Springer-Verlag Berlin Heidelberg, 2008Description: Online-Ressource (digital)ISBN:- 9783540774303
- 650
- 658.812
- 658.402
- 650
- HD28-70
- HF5415.5
Contents:
Summary: Being the fourth in the series on Stakeholder Management books, the current volume looks back at the beginnings of Stakeholder Management and how it has since developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses. Furthermore, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits from a well-rounded account of articles that explain the entire process from data collection to implementation of actions derived from result analysis.PPN: PPN: 1646506812Package identifier: Produktsigel: ZDB-2-SBE
Front Matter; The Beginnings of TRI*M - a Personal Account; The Food Industry: Using TRI*M for Product Improvement; How Can Market Research Findings Lead to Lasting Improvements Within a Company?; The TRI*M Principle-Applying It in the Public Sector; Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation; Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach; TRI*M: Messe München (Munich Trade Fair) - Fit for the Future; A Short History of Customer Retention - The TRI*M Benchmarking Database as an Experience Database
How to Obtain the Voice of the Customer - Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles GroupFirsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey; Monitoring of Transformation Processes Using the TRI*M Method; Customer and Brand Loyalty Research - Two Separate Fields?; How Does Customer Retention Work?; Implementing the TRI*M Approach as a Stakeholder Management System for Russia's Largest Telecom Provider; A Framework for Social Development Assessment; Back Matter
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