Achieving Excellence in Stakeholder Management

ISBN-13: 9783540002550 / Angielski / Twarda / 2003 / 151 str.

Joachim Scharioth; Margit Huber

Opis

Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an institution, but the crucial question is how this concept can be best applied to a company's context. In this book, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today's global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.

Spis treści

From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard.- From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop.- What makes TRI*M Methodology effective in improving quality?.- Research on Czech Telecom Customer Retention.- Haspa Quality — from Customer Satisfaction to Customer Retention.- Measuring organizational commitment in merging companies with NFO TRI*M.- Setting up a Customer Retention System for a major bank in Germany.- Data Matching and Data Mining with EX?A?MINE: putting TRI*M results into immediate action.- Company-specific deployment of TRI*M results.- The Customer Retention Index as a marketing performance measurement tool for trade fairs.- Auditing firms today and tomorrow.- A memorable meeting.