Putting Stakeholder Management into Practice [electronic resource].

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.

Pauline WilliamsAndreas CapellElke Himmelsbach and Robert A. WielandMartin PlatzerLenka èilerovaGraham HurstChristine TheodorovicsBrian DigbyHorst SchäfersAndre KremserWolfgang WernerSanjeev LutherJoachim Scharioth and Margit Huber and Ian JarvisShubhra Ramchandani

1 Driving Action with TRI*M	p. 1
2 Ten Years of Quality Management at the Hamburger Sparkasse	p. 9
3 Driving the Bottom Line in Finance - Is There a Link Between Customer Retention and Business Success in the Financial Services Market?	p. 27
4 Customer Retention in Heavy Industry	p. 43
5 Understanding Customer Retention in Eurotel Prague - TRI*M Index Is Only Average	p. 53
6 For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experience	p. 61
7 Internal Service Quality as a Critical Factor for Success	p. 73
8 ATB Journey with TRI*M	p. 85
9 A Rather Different Speed Record: From 44 to 90 in Two Years	p. 95
10 The Staff Survey as a Tool for Business Development	p. 103
11 The Employee Survey as a Milestone in Business Development	p. 119
12 Building a Customer-Centric Culture	p. 131
13 The Balanced Scorecard as an Internal Auditing Tool	p. 135
14 Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations	p. 159
Authors	p. 167

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