Margit Huber / Susanne O'Gorman (eds.)

From Customer Retention to a Holistic Stakeholder Management System

Living a Vision
Herausgegeben:Huber, Margit; O'Gorman, Susanne

• Gebundenes Buch

Produktbeschreibung

The fourth in Springer's series on Stakeholder Management books, this volume looks back at the beginnings of Stakeholder Management and how it has 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. What's more, 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 the implementation of actions derived from result analysis.

Produktdetails

• Verlag: Springer / Springer Berlin Heidelberg / Springer, Berlin
• Artikelnr. des Verlages: 12209088, 978-3-540-77429-7
• 2008
• Seitenzahl: 224
• Erscheinungstermin: 11. Februar 2008
• Englisch
• Abmessung: 241mm x 160mm x 17mm
• Gewicht: 452g
• ISBN-13: 9783540774297
• ISBN-10: 3540774297
• Artikelnr.: 23335369

Autorenporträt

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. What's more, 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.

Inhaltsangabe

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.