From Customer Retention to a Holistic Stakeholder Management System

1. The Beginnings of TRI*M — a Personal Account
Ian Jarvis

2. The Food Industry: Using TRI*M for Product Improvement
Pavel Holka

3. How Can Market Research Findings Lead to Lasting Improvements Within a Company?
Gudrun Kneißl

4. The TRI*M Principle-Applying It in the Public Sector
Eric Sondervan

5. Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation
Steffen P. Hermann

6. Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach
Joe Keating, Rosemary Bayman

7. TRI*M: Messe München (Munich Trade Fair) — Fit for the Future
Mirko Arend, Karin Jäger

8. A Short History of Customer Retention — The TRI*M Benchmarking Database as an Experience Database
Susanne O’Gorman

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, Peter Pirner

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

11. Monitoring of Transformation Processes Using the TRI*M Method
Wolfgang Werner

12. Customer and Brand Loyalty Research — Two Separate Fields?
Jens Krause, Tim Zütphen

13. How Does Customer Retention Work?
Apostolos Apergis

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

15. A Framework for Social Development Assessment
Daniel Lindgren, John Budd

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Keywords: BUSINESS & ECONOMICS / Management Science BUS042000