Synopsis
From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard.- From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop.- What makes TRI*M Methodology effective in improving quality?.- Research on Czech Telecom Customer Retention.- Haspa Quality - from Customer Satisfaction to Customer Retention.- Measuring organizational commitment in merging companies with NFO TRI*M.- Setting up a Customer Retention System for a major bank in Germany.- Data Matching and Data Mining with EX?A?MINE: putting TRI*M results into immediate action.- Company-specific deployment of TRI*M results.- The Customer Retention Index as a marketing performance measurement tool for trade fairs.- Auditing firms today and tomorrow.- A memorable meeting.
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