Achieving Excellence in Stakeholder Management

Achieving Excellence in Stakeholder Management

Paperback(Softcover reprint of hardcover 1st ed. 2003)

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Achieving Excellence in Stakeholder Management by Joachim Scharioth

The term ‘stakeholder management’ describes the policy towards all interest groups that have a stake in a company. Here, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today’s global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.

Product Details

ISBN-13: 9783642055386
Publisher: Springer Berlin Heidelberg
Publication date: 11/05/2010
Edition description: Softcover reprint of hardcover 1st ed. 2003
Pages: 151
Product dimensions: 6.10(w) x 9.25(h) x 0.01(d)

Table of Contents

From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard.- From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop.- What makes TRI*M Methodology effective in improving quality?.- Research on Czech Telecom Customer Retention.- Haspa Quality — from Customer Satisfaction to Customer Retention.- Measuring organizational commitment in merging companies with NFO TRI*M.- Setting up a Customer Retention System for a major bank in Germany.- Data Matching and Data Mining with EX?A?MINE: putting TRI*M results into immediate action.- Company-specific deployment of TRI*M results.- The Customer Retention Index as a marketing performance measurement tool for trade fairs.- Auditing firms today and tomorrow.- A memorable meeting.

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