From customer retention to a holistic stakeholder management system : living a vision

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.

Margit HuberIan JarvisPavel Holka (Vodafone)Gudrun KneißlEric SondervanSteffen P. HermannJoe Keating and Rosemary BaymanMirko Arend and Karin JägerSusanne O'GormanSandra Reich and Peter PirnerUlrich SieberWolfgang WernerJens Krause and Tim ZütphenApostolos ApergisSimon PriadkoDaniel Lindgren (TNS) and John Budd

Introduction
The Emerging Market of Stakeholder Management	p. VII
1 The Beginnings of TRI*M - a Personal Account	p. 1
2 The Food Industry: Using TRI*M for Product Improvement	p. 9
3 How Can Market Research Findings Lead to Lasting Improvements Within a Company?	p. 15
4 The TRI*M Principle-Applying It in the Public Sector	p. 31
5 Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation	p. 51
6 Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach	p. 63
7 TRI*M: Messe München (Munich Trade Fair) - Fit for the Future	p. 77
8 A Short History of Customer Retention. The TRI*M Benchmarking Database as an Experience Database	p. 89
9 How to Obtain the Voice of the Customer - Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles Group	p. 99
10 Firsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey	p. 117
11 Monitoring of Transformation Processes Using the TRI*M Method	p. 127
12 Customer and Brand Loyalty Research - Two Separate Fields?	p. 147
13 How Does Customer Retention Work?	p. 163
14 Implementing the TRI*M Approach as a Stakeholder Management System for Russia's Largest Telecom Provider	p. 175
15 A Framework for Social Development Assessment	p. 179
Authors	p. 197

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Summary

Summary

Table of Contents