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Customising Stakeholder Management Strategies "Concepts For Long-Term Business Success"

Concepts For Long-Term Business Success

Customising Stakeholder Management Strategies "Concepts For Long-Term Business Success". Concepts For Long-Term Business Success

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  • ISBN:9783540313182
  • Editorial: Springer Verlag
  • Fecha de la edición:
  • Encuadernación:Tapa dura
  • Dimensiones: 0 cm x 0 cm
  • Nº Pág.:151
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Third in the series on Stakeholder Management, this volume presents a wide array of case studies to demonstrate how Stakeholder Management strategies are customised specifically to companies - requirements to fulfil their long term business goals. Actively managing internal (employees) and external (customers, shareholder) stakeholders is crucial for companies' success nowadays. In addition, this volume discusses the benefits of using other management concepts such as Six Sigma (a method that analyses and limits process variation) in conjunction with the TRI*M methodology. The reader will benefit from insights into planning and implementing successful Stakeholder Management strategies - be it for employees, customers or for focussed communication strategies.

Preface V
Joachim Scharioth, Margit Huber (TNS)
1. TRI*M: Generating Insight, Traction and Credibility at Comet
Phil Tysoe (Comet), Oliver Lucas (TNS) 1
2. Quality Management and Customer Retention
Margit Huber, Joachim Scharioth (TNS) 11
3. How to Use TRI*M in a Six Sigma Project
Christine Theodorovics (Swiss Life) 27
4. Public Sector TRI*M - Helping to Deliver Best Value
Mandy Littlewood, Anna Dudleston (TNS) 43
5. Customer Satisfaction with Commerzbank's Retail Banking
Michael Schroth (Commerzbank) 61
6. The Czech Beer Market: A Brief Introduction - Understanding Consumers and Customer Needs
Zuzana Heleyová (Plensky Pradzdroj) 81
7. Measuring and Monitoring Stakeholder Relationships: Using TRI*M as an Innovative Tool for Corporate Communication
Susanne O'Gorman, Peter Pirner (TNS) 89
B. Customer Satisfaction and Retention Improves with Six Sigma
Lynnette Leathers (CHEP) 101
9. Focus on Loyalty
John Salusbury (Endress+Hauser) 117
10. The Customer as Process Manager: Utilization of the TRI*M Methodology to Continually Increase Customer Satisfaction
Anja Regnat, Fabian Schwarz (Loyalty Partner) 125
Authors 135
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