Stakeholder Management - today's buzzword - is difficult to translate into practice even for the experienced manager. Following "How to achieve excellence in Stakeholder Management", which included case studies from reputable companies, the present volume goes beyond explaining theoretical constructs. Success stories from a wide range of sectors and regions are analyzed in depth in order to illustrate how Stakeholder Management can be tailored to each unique situation. The reader will get concrete answers and ideas about planning and implementing successful stakeholder management in the area of customer retention, employee commitment and internal service quality. These business cases are complemented by articles on the Balanced Scorecard as well as the link between customer satisfaction and business success.

Driving Action with TRI*M

Ten Years of Quality Management at the Hamburger Sparkasse
Driving the Bottom Line in Finance - Is There a Link Between Customer Retention and Business Success in the Financial Services Market?
Customer Retention in Heavy Industry
Understanding Customer Retention in Eurotel Prague - TRI*M Index Is only Average...
For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experience
Internal Service Quality as a Critical Factor for Success
The ATB Journey with TRI*M
A Rather Different Speed Record: From 44 to 90 in Two Years
The Staff Survey as a Tool for Business Development
The Employee Survey as a Milestone in Business Development
Building a Customer-Centric Culture
The Balanced Scorecard as an Internal Auditing Tool
Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations.