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Achieving Excellence in Stakeholder Management - download pdf or read online

By Joachim Scharioth, Margit Huber

ISBN-10: 3540002553

ISBN-13: 9783540002550

Today, Stakeholder administration is a time period ordinary to explain the coverage in the direction of all curiosity teams that experience a stake in a firm or an establishment, however the the most important query is how this idea may be top utilized to a company's context. during this ebook, businesses utilizing a Stakeholder administration instrument supply their first-hand account of ways this software allows them to effectively degree, computer screen and deal with their stakeholders' functionality. The event of those businesses highlights how throughout various sectors and nations powerful consumer relationships, devoted staff and winning relationships with providers will be created to stick on the vanguard of trendy worldwide financial system. corporation contributions are complemented via professional articles approximately present company issues resembling functionality dimension, Balanced Scorecard and knowledge Mining methodologies.

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Private customers who only switched from one Haspa branch to another are not included in this survey. This survey is done to increase customer retention as well as to exert quality control with regard to the service experience right at the start of the customer relationship. Moreover, additional market research findings about new customers are to be collected. According to the motto "Your opinion is important to us", new customers receive a questionnaire by mail approximately 6 to 8 weeks after they have opened their account.

Until then, CZECH TELECOM was able to exclusively offer domestic and international voice services. hi the light of this situation, the original task of the customer retention measurement was to provide information about how the customers see the development of the company in the defined key areas. To identify this, the research focused on the following five areas: • Basic telephone services; • Installation of new lines; • Fault repairs; • Billing claims; • Operator services. Later on, specialized projects focusing on top customers were added to these areas, and since 1999 the focus has also shifted towards the sales performance of the company.

Iliui(inn I valuation nl'llie results achieved in the individual areas. Setlinii the key areas. and the criteria for their evaluation. I'liinninc and Txaliialioii C \cle Tsn-»els Creating the ha lanced sen re card and ihe lamci Monitoring s In describe ihe actual suue of I he individual criteria. \alues. 28 The quarterly analysis is more detailed and is prepared by AISA. These reports aim to describe the latest trends in customers' opinions, and describe the existing threats and opportunities.

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Achieving Excellence in Stakeholder Management by Joachim Scharioth, Margit Huber


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