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Putting Stakeholder Management into Practice

  • Margit Huber
  • Joachim Scharioth
  • Martina Pallas

About this book

Introduction

Stakeholder Management - today's buzzword - is difficult to translate into practice even for the experienced manager. Following "How to achieve excellence in Stakeholder Management", which included case studies from reputable companies, the present volume goes beyond explaining theoretical constructs. Success stories from a wide range of sectors and regions are analyzed in depth in order to illustrate how Stakeholder Management can be tailored to each unique situation. The reader will get concrete answers and ideas about planning and implementing successful stakeholder management in the area of customer retention, employee commitment and internal service quality. These business cases are complemented by articles on the Balanced Scorecard as well as the link between customer satisfaction and business success.

Keywords

Balanced Scorecard CRM Customer Relationship Management Customer Retention Customer Satisfaction Employee Satisfaction Quality Management Stakeholder Management balanced scorecard business customer relationship management management planning service stakeholder

Editors and affiliations

  • Margit Huber
    • 1
  • Joachim Scharioth
    • 1
  • Martina Pallas
    • 1
  1. 1.TNS InfratestMünchenGermany

Bibliographic information

  • DOI https://doi.org/10.1007/b106289
  • Copyright Information Springer-Verlag Berlin Heidelberg 2004
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Springer Book Archive
  • Print ISBN 978-3-540-20691-0
  • Online ISBN 978-3-540-24802-6
  • Buy this book on publisher's site