ISBN: 3540313184
TITLE: Customising Stakeholder
AUTHOR: Huber/Pallas
TOC: 

Preface V
Joachim Scharioth, Margit Huber (TNS)
1. TRI*M: Generating Insight, Traction and Credibility at Comet
Phil Tysoe (Comet), Oliver Lucas (TNS) 1
2. Quality Management and Customer Retention
Margit Huber, Joachim Scharioth (TNS) 11
3. How to Use TRI*M in a Six Sigma Project
Christine Theodorovics (Swiss Life) 27
4. Public Sector TRI*M - Helping to Deliver Best Value
Mandy Littlewood, Anna Dudleston (TNS) 43
5. Customer Satisfaction with Commerzbank's Retail Banking
Michael Schroth (Commerzbank) 61
6. The Czech Beer Market: A Brief Introduction - Understanding Consumers and Customer Needs
Zuzana Heleyov (Plensky Pradzdroj) 81
7. Measuring and Monitoring Stakeholder Relationships: Using TRI*M as an Innovative Tool for Corporate Communication
Susanne O'Gorman, Peter Pirner (TNS) 89
B. Customer Satisfaction and Retention Improves with Six Sigma
Lynnette Leathers (CHEP) 101
9. Focus on Loyalty
John Salusbury (Endress+Hauser) 117
10. The Customer as Process Manager: Utilization of the TRI*M Methodology to Continually Increase Customer Satisfaction
Anja Regnat, Fabian Schwarz (Loyalty Partner) 125
Authors 135
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