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

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Margit Huber, Susanne O'Gorman
Springer Science & Business Media, Feb 28, 2008 - Business & Economics - 203 pages
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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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Contents

The Beginnings of TRIM a Personal Account
1
The Food Industry Using TRIM for Product Improvement
9
How Can Market Research Findings Lead to Lasting Improvements Within a Company?
15
The TRIM PrincipleApplying It in the Public Sector
30
Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation
51
Developing the Customer Experience Working Towards the Integrated Approach
62
TRIM Messe München Munich Trade Fair Fit for the Future
77
A Short History of Customer Retention The TRIM Benchmarking Database as an Experience Database
89
Firsthand Report of the Commerzbank on the Use of the TRIMSystem for the Employee Survey
116
Monitoring of Transformation Processes Using the TRIM Method
127
Customer and Brand Loyalty Research Two Separate Fields?
147
How Does Customer Retention Work?
163
Implementing the TRIM Approach as a Stakeholder Management System for Russias Largest Telecom Provider
175
A Framework for Social Development Assessment
179
Authors
196
Copyright

How to Obtain the Voice of the Customer Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial V...
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