From customer retention to a holistic stakeholdermanagement system: living a vision

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 thatexplain the entire process from data collection to implementation of actions derived from result analysis. INDICE: The Emerging Market of Stakeholder Management.- 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 aCompany?- The TRI*M Principle-Appling 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.- TRI*M: Messe München (Munich Trade Fair).- A Short History of Customer Retention. The TRI*M Benchmarking Database as an Experience Database.- How to Obtain the Voice of the Customer.- 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 Loyality Research.- 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.

• ISBN: 978-3-540-77429-7
• Editorial: Springer
• Encuadernacion: Cartoné
• Páginas: 220
• Fecha Publicación: 01/02/2008
• Nº Volúmenes: 1
• Idioma: Inglés