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From Customer Retention to a Holistic Stakeholder Management System: Living a Vision de Margit Huber

From Customer Retention to a Holistic Stakeholder Management System: Living a Vision

Editat de Margit Huber, Susanne O'Gorman
en Limba Engleză Hardback – 11 feb 2008
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.
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Specificații

ISBN-13: 9783540774297
ISBN-10: 3540774297
Pagini: 224
Ilustrații: XVIII, 203 p. 88 illus.
Dimensiuni: 155 x 235 x 18 mm
Greutate: 0.44 kg
Ediția:2008
Editura: Springer Berlin, Heidelberg
Colecția Springer
Locul publicării:Berlin, Heidelberg, Germany

Public țintă

Professional/practitioner

Cuprins

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 Group.- Firsthand 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.

Caracteristici

Includes supplementary material: sn.pub/extras