Fr. 70.00

Putting Stakeholder Management into Practice

English · Hardback

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Description

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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.

List of contents

Aus dem Inhalt:
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.- 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.

Summary

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.

Product details

Authors Margit Huber, Martina Pallas, Joachim Scharioth
Assisted by M. Huber (Editor), Margit Huber (Editor), Maren Pallas (Editor), Martina Pallas (Editor), Joachi Scharioth (Editor), Joachim Scharioth (Editor)
Publisher Springer, Berlin
 
Languages English
Product format Hardback
Released 01.01.2004
 
EAN 9783540206910
ISBN 978-3-540-20691-0
No. of pages 174
Weight 390 g
Illustrations Illustr.
Subjects Social sciences, law, business > Business > Management

Management, B, Service, Stakeholder, Business, Planning, Leadership, Business and Management, Business Strategy/Leadership, Quality Management, stakeholder management, Management science, Business Strategy and Leadership, Employee Satisfaction

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