The fourth in Springer's series on Stakeholder Management books, this volume looks back at the beginnings of Stakeholder Management and how it has 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. What's more, 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 the implementation of actions derived from result analysis.

The Beginnings of TRI*M - a Personal Account

The Food Industry: Using TRI*M for Product Improvement
How Can Market Research Findings Lead to Lasting Improvements Within a Company?
The TRI*M Principle-Applying It in the Public Sector
Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation
Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach
TRI*M: Messe München (Munich Trade Fair) - Fit for the Future
A Short History of Customer Retention - The TRI*M Benchmarking Database as an Experience Database
How to Obtain the Voice of the Customer - Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles Group
Firsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey
Monitoring of Transformation Processes Using the TRI*M Method
Customer and Brand Loyalty Research - Two Separate Fields?
How Does Customer Retention Work?
Implementing the TRI*M Approach as a Stakeholder Management System for Russia's Largest Telecom Provider
A Framework for Social Development Assessment.