2003

Achieving Excellence in Stakeholder Management

Editors:

ISBN: 978-3-540-00255-0 (Print) 978-3-540-24692-3 (Online)

Table of contents (12 chapters)

  1. Front Matter

    Pages I-VIII

  2. No Access

    Book Chapter

    Pages 1-7

    Introduction From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard

  3. No Access

    Book Chapter

    Pages 9-16

    From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop

  4. No Access

    Book Chapter

    Pages 17-24

    What makes TRI*M Methodology effective in improving quality?

  5. No Access

    Book Chapter

    Pages 25-29

    Research on Czech Telecom Customer Retention

  6. No Access

    Book Chapter

    Pages 31-48

    Haspa Quality — from Customer Satisfaction to Customer Retention

  7. No Access

    Book Chapter

    Pages 49-56

    Measuring organizational commitment in merging companies with NFO TRI*M

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    Book Chapter

    Pages 57-83

    Setting up a Customer Retention System for a major bank in Germany

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    Book Chapter

    Pages 85-103

    Data Matching and Data Mining with EX■A■MINE: putting TRI*M results into immediate action

  10. No Access

    Book Chapter

    Pages 105-112

    Company-specific deployment of TRI*M results

  11. No Access

    Book Chapter

    Pages 113-123

    The Customer Retention Index as a marketing performance measurement tool for trade fairs

  12. No Access

    Book Chapter

    Pages 125-140

    Auditing firms today and tomorrow

  13. No Access

    Book Chapter

    Pages 141-151

    A memorable meeting