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Putting Stakeholder Management Into Practice - Margit Huber

Putting Stakeholder Management Into Practice

By: Margit Huber (Editor), Joachim Scharioth (Editor), Martina Pallas (Editor)

Hardcover Published: March 2004
ISBN: 9783540206910
Number Of Pages: 173

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Stakeholder Management is difficult to translate into practice even for the experienced manager. This book details and analyzes success stories from a wide range of sectors to illustrate how Stakeholder Management can be tailored to each unique situation. It provides the reader with concrete answers and ideas about planning and implementing successful Sakeholder Management in the areas of customer retention, employee commitment, and internal service quality.

Driving Action with TRIMp. 1
Ten Years of Quality Management at the Hamburger Sparkassep. 9
Driving the Bottom Line in Finance - Is There a Link Between Customer Retention and Business Success in the Financial Services Market?p. 27
Customer Retention in Heavy Industryp. 43
Understanding Customer Retention in Eurotel Prague - TRI*M Index Is Only Average...p. 53
For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experiencep. 61
Internal Service Quality as a Critical Factor for Successp. 73
ATB Journey with TRI*Mp. 85
A Rather Different Speed Record: From 44 to 90 in Two Yearsp. 95
The Staff Survey as a Tool for Business Developmentp. 103
The Employee Survey as a Milestone in Business Developmentp. 119
Building a Customer-Centric Culturep. 131
The Balanced Scorecard as an Internal Auditing Toolp. 135
Increasing Customer Loyalty in Markets Faced with Changing Customer Expectationsp. 159
Authorsp. 167
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9783540206910
ISBN-10: 3540206914
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 173
Published: March 2004
Publisher: Springer-Verlag Berlin and Heidelberg Gmbh & Co. Kg
Country of Publication: DE
Dimensions (cm): 23.5 x 15.5  x 1.27
Weight (kg): 0.45