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Achieving excellence in stakeholder management

Author: Joachim Scharioth; Margit Huber
Publisher: Berlin ; New York : Springer, ©2003.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:

The term 'stakeholder management' describes the policy towards all interest groups that have a stake in a company. In this title, companies using a Stakeholder Management tool give their first-hand  Read more...

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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Joachim Scharioth; Margit Huber
ISBN: 3540002553 9783540002550
OCLC Number: 51446401
Description: viii, 151 pages : illustrations, 1 map ; 25 cm
Contents: From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard / Margit Huber and Joachim Scharioth --
1. From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop / Massimo Leonardi --
2. What makes TRI*M Methodology effective in improving quality? / Luigi Ciuti --
3. Research on Czech Telecom Customer Retention / Petr Skokan --
4. Haspa Quality --
from Customer Satisfaction to Customer Retention / Andreas Capell --
5. Measuring organizational commitment in merging companies with NFO TRI*M / Enno Walther --
6. Setting up a Customer Retention System for a major bank in Germany / Michael Schroth --
7. Data Matching and Data Mining with EX*A*MINE: putting TRI*M results into immediate action / Ursula Becker, Gernot Hennig and Thomas Liehr --
8. Company-specific deployment of TRI*M results / Hans-Jochen Bruckner --
9. The Customer Retention Index as a marketing performance measurement tool for trade fairs / Alex Ulrich --
10. Auditing firms today and tomorrow / Joachim Scharioth and Norma van den Berk --
11. A memorable meeting / Rolf Hahn.
Responsibility: Joachim Scharioth, Margit Huber, editors.
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