From Customer Retention to a Holistic Stakeholder Management System

Margit Huber () and Susanne O’Gorman ()
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Margit Huber: TNS Infratest GmbH
Susanne O’Gorman: TNS Infratest GmbH

in Springer Books from Springer

Date: 2008
ISBN: 978-3-540-77430-3
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Chapters in this book:

Ch 1 The Beginnings of TRI*M — a Personal Account

Ian Jarvis

Ch 2 The Food Industry: Using TRI*M for Product Improvement

Pavel Holka

Ch 3 How Can Market Research Findings Lead to Lasting Improvements Within a Company?

Gudrun Kneißl

Ch 4 The TRI*M Principle-Applying It in the Public Sector

Eric Sondervan

Ch 5 Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation

Steffen P. Hermann

Ch 6 Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach

Joe Keating and Rosemary Bayman

Ch 7 TRI*M: Messe München (Munich Trade Fair) — Fit for the Future

Mirko Arend and Karin Jäger

Ch 8 A Short History of Customer Retention — The TRI*M Benchmarking Database as an Experience Database

Susanne O’Gorman

Ch 9 How to Obtain the Voice of the Customer — Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles Group

Sandra Reich and Peter Pirner

Ch 10 Firsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey

Ulrich Sieber

Ch 11 Monitoring of Transformation Processes Using the TRI*M Method

Wolfgang Werner

Ch 12 Customer and Brand Loyalty Research — Two Separate Fields?

Jens Krause and Tim Zütphen

Ch 13 How Does Customer Retention Work?

Apostolos Apergis

Ch 14 Implementing the TRI*M Approach as a Stakeholder Management System for Russia’s Largest Telecom Provider

Simon Priadko

Ch 15 A Framework for Social Development Assessment

Daniel Lindgren and John Budd

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DOI: 10.1007/978-3-540-77430-3

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