Putting Stakeholder Management Into Practice

ISBN-13: 9783540206910 / Angielski / Twarda / 2004 / 173 str.

Margit Huber; Joachim Scharioth; Martina Pallas

Opis

Stakeholder Management is difficult to translate into practice even for the experienced manager. This book details and analyzes success stories from a wide range of sectors to illustrate how Stakeholder Management can be tailored to each unique situation. It provides the reader with concrete answers and ideas about planning and implementing successful Sakeholder Management in the areas of customer retention, employee commitment, and internal service quality.

Spis treści

Driving Action with TRI*M.- Ten Years of Quality Management at the Hamburger Sparkasse.- Driving the Bottom Line in Finance — Is There a Link Between Customer Retention and Business Success in the Financial Services Market?.- Customer Retention in Heavy Industry.- Understanding Customer Retention in Eurotel Prague - TRI*M Index Is only Average....- For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experience.- Internal Service Quality as a Critical Factor for Success.- The ATB Journey with TRI*M.- A Rather Different Speed Record: From 44 to 90 in Two Years.- The Staff Survey as a Tool for Business Development.- The Employee Survey as a Milestone in Business Development.- Building a Customer-Centric Culture.- The Balanced Scorecard as an Internal Auditing Tool.- Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations.