Putting Stakeholder Management into Practice

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.

Practical guide to the successful use of Stakeholder Management as part of a Management Information System Includes business cases written by professionals who have experienced the benefits of a continuous Stakeholder Management programme Includes supplementary material: sn.pub/extras

Inhalt
Driving Action with TRIM.- 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 - TRIM Index Is only Average....- For the Better of the Company: Making TRIM Work - The Orange Switzerland Experience.- Internal Service Quality as a Critical Factor for Success.- The ATB Journey with TRIM.- 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.