Putting Stakeholder Management into Practice

Name: Putting Stakeholder Management into Practice
Author: Margit Huber

Gebonden Engels 2004 2004e druk 9783540206910

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Samenvatting

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.

Specificaties

ISBN13:9783540206910

Taal:Engels

Bindwijze:gebonden

Aantal pagina's:173

Uitgever:Springer Berlin Heidelberg

Druk:2004

Hoofdrubriek:Algemeen management, Strategisch management, Algemeen management

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Inhoudsopgave

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.