Putting Stakeholder Management into Practice

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.