ISBN: 3540206914
TITLE: Putting Stakeholder Management into Practice
AUTHOR: Huber, Scharioth
TOC:

1. Driving Action with TRI*M
Pauline Williams 1
2. Ten Years of Quality Management at the Hamburger Sparkasse
Andreas Capell 9
3. Driving the Bottom Line in Finance  Is There a Link Between Customer Retention and Business Success in the Financial Services Market?
Elke Himmelsbach, Robert A. Wieland 27
4. Customer Retention in Heavy Industry
Martin Platzer 43
5. Understanding Customer Retention in Eurotel Prague  TRI*M Index Is Only Average
Lenka ilerov 53
6. For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experience
Graham Hurst 61
7. Internal Service Quality as a Critical Factor for Success
Christine Theodorovics 73
8. ATB Journey with TRI*M
Brian Digby 85
9. A Rather Different Speed Record: From 44 to 90 in Two Years
Horst Schfers 95
10. The Staff Survey as a Tool for Business Development
Andre Kremser 103
11. The Employee Survey as a Milestone in Business Development
Wolfgang Werner 119
12. Building a Customer-Centric Culture
Sanjeev Luther 131
13. The Balanced Scorecard as an Internal Auditing Tool
Joachim Scharioth, Margit Huber, Ian Jarvis 135
14. Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations
Shubhra Ramchandani 159
Authors 167
END
