1;Preface;51.1;Stakeholder Management - From Management Philosophy to a Tool for Everyday Working Life;52;Contents;113;1 TRI*M: Generating Insight, Traction and Credibility at Comet;133.1;1.1 Context and Business Challenge;133.2;1.2 Research at Comet - Internal Challenges;153.3;1.3 Research Objectives;153.4;1.4 Project Design;163.5;1.5 Results;183.6;1.6 The Outcome - Impact of the Research at Comet;203.7;1.7 Quick Wins - Driving Peak Performance;203.8;1.8 Directly Influenced Strategic Agenda Within Comet;213.9;1.9 Reversed Traditional Cultural Values Toward Research;214;2 Quality Management and Customer Retention;234.1;2.1 Identifying Customer Requirements;234.2;2.2 Definition of Customer Groups;254.3;2.3 Customer Retention Index;264.4;2.4 Customer Typology;284.5;2.5 Strength/Weakness Analysis;304.6;2.6 Comparing to the Competition;334.7;2.7 Actiogram;354.8;2.8 Quality Barometer;365;3 How to Use TRI*M in a Six Sigma Project;396;4 Public Sector TRI*M - Helping to Deliver Best Value;556.1;4.1 Introduction;556.2;4.2 Study Objectives;566.3;4.3 Developing the Service Priority Model;586.4;4.4 Identifying the Key Aspects of Service Provision;586.5;4.5 Interpreting the Results of the Model;606.6;4.6 Analysing the Council's Performance;617;5 Customer Satisfaction with Commerzbank's Retail Banking;737.1;5.1 10 Years of TRI*M - A Report of Past Experiences;738;6 The Czech Beer Market: A Brief Introduction - Understanding Consumers and Customer Needs;939;7 Measuring and Monitoring Stakeholder Relationships: Using TRI* M as an Innovative Tool for Corporate Communication;1019.1;7.1 The Importance of Communication for the Management of Stakeholder Relationships;1019.2;7.2 Communication with Individual Stakeholder Groups - Taking TRI*M Customer Retention as an Example;1029.3;7.3 The TRI*M Index;1039.4;7.4 TRI*M Typology and Market Resistance Value;1049.5;7.5 TRI*M Grid;1069.6;7.6 A Holistic View Using Reputation Radar;1099.7;7.7 Derivation of the New Measures on the Basis of the TRI*M Grid;11010;8 Customer Satisfaction and Retention Improves with Six Sigma;11310.1;8.1 Background;11311;9 Focus on Loyalty;12911.1;9.1 Loyalty Benefits Everyone - Loyalty Ensures Long- Term Success;13111.2;9.2 Customer Satisfaction Survey in Europe;13412;10 The Customer as Process Manager: Utilization of the TRI* M Methodology to Continually Increase Customer Satisfaction;13712.1;10.1 PAYBACK - Germany's Largest Customer Retention Programme;13712.2;10.2 The Core Indicator for Customer Retention: The Measurement of the Customer Satisfaction in the Customer Service Centre;13812.3;10.3 Regular Utilization of the TRI*M Results in Order to Derive Measures to Increase Customer Satisfaction;14413;Authors;147