From Customer Retention to a Holistic Stakeholder Management System – M. Huber, S. O’Gorman

Living a Vision

• Comprehensive volume that covers the entire history of the subject
• Complete with international case studies in a variety of different industries
• Huge variety of articles that take the reader through the whole process

Being the fourth in the series on Stakeholder Management books, the current volume looks back at the beginnings of Stakeholder Management and how it has since developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses.

Furthermore, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits from a well-rounded account of articles that explain the entire process from data collection to implementation of actions derived from result analysis.

Table of contents (15 chapters)

• The Beginnings of TRI*M — a Personal Account

  Pages 1-7

  Jarvis, Ian

• The Food Industry: Using TRI*M for Product Improvement

  Pages 9-14

  Holka, Pavel

• How Can Market Research Findings Lead to Lasting Improvements Within a Company?

  Pages 15-29

  Kneißl, Gudrun

• The TRI*M Principle-Applying It in the Public Sector

  Pages 31-49

  Sondervan, Eric

• Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation

  Pages 51-61

  Hermann, Dr. Steffen P.

• Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach

  Pages 63-76

  Keating, Joe (et al.)

• TRI*M: Messe München (Munich Trade Fair) — Fit for the Future

  Pages 77-87

  Arend, Mirko (et al.)

• A Short History of Customer Retention — The TRI*M Benchmarking Database as an Experience Database

  Pages 89-98

  O’Gorman, Dr. Susanne

• How to Obtain the Voice of the Customer — Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles Group

  Pages 99-115

  Reich, Dr. Sandra (et al.)

• Firsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey

  Pages 117-126

  Sieber, Ulrich

• Monitoring of Transformation Processes Using the TRI*M Method

  Pages 127-146

  Werner, Dr. Wolfgang

• Customer and Brand Loyalty Research — Two Separate Fields?

  Pages 147-161

  Krause, Jens (et al.)

• How Does Customer Retention Work?

  Pages 163-174

  Apergis, Apostolos

• Implementing the TRI*M Approach as a Stakeholder Management System for Russia’s Largest Telecom Provider

  Pages 175-178

  Priadko, Simon