ISBN: 3540002553
TITLE: Achieving Excellence in Stakeholder Management
AUTHOR: Scharioth, Huber
TOC:

Introduction
From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard
Dr. Margit Huber, Dr. Joachim Scharioth 1
1. From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop
Massimo Leonardi 9
2. What makes TRI*M Methodology effective in improving quality?
Luigi Ciuti 17
3. Research on Czech Telecom Customer Retention
Petr Skokan 25
4. Haspa Quality - from Customer Satisfaction to Customer Retention
Andreas Capel 131
5. Measuring organizational commitment in merging companies with NFO TRI*M
Enno Walther 49
6. Setting up a Customer Retention System for a major bank in Germany
Michael Schroth 57
7. Data Matching and Data Mining with EX-A-MINE: putting TRI*M results into immediate action
Ursula Becker, Gernot Hennig, Dr. Thomas Liehr 135
8. Company-specific deployment of TRI*M results
Hans-Jochen Brckner 105
9. The Customer Retention Index as a marketing performance measurement tool for trade fairs
Alex Ulrich 113
10. Auditing firms today and tomorrow
Dr. Joachim Scharioth, Norma van den Berk 125
11. A memorable meeting
Rolf Hahn 141
END
