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.

Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an institution, but the crucial question is how this concept can be best applied to a company's context. In this book, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today's global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.

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.

The term stakeholder management describes the policy towards all interest groups that have a stake in a company. Here, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today 's global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.

Wissenschaft und Praxis: Kooperation tut not. Forschung und Handeln, zweifellos ein wichtiges Thema. Ein wichtiges Ta- gungsthema zweier Vereinigungen zudem, die reprasentativ fur die privat- wirtschaftlich und die akademisch verfasste empirische Sozialforschung ste- hen. Es ist nicht die erste Tagung, die beide Organisationen gemeinsam durch- fuhren. Das hat seine Grunde. Es geht uns darum, dass heide Forschungsberei- che sich nicht auseinanderentwickeln, weil beide voneinander profitieren koennen. Theorie und Praxis sind notwendig aufeinander bezogen. Wir haben ahnliche oder gar die gleichen Probleme. Es geht z.B. um ethische und morali- sche Standards, um Probleme der Akzeptanz, der Instrumentenentwicklung, der Ausbildung. Diese Einsicht findet ihren Niederschlag in vielfaltigen Aktivitaten von ADM (Arbeitskreis Deutscher Markt- und Sozialforschungsinstitute e.V.) und ASI (Arbeitsgemeinschaft Sozialwissenschaftlicher Institute e.V.) - und nicht nur in solchen wissenschaftlichen Tagungen. Ich erinnere an gemeinsa- me Stellungnahmen und gemeinsam verabschiedete Richtlinen, so z.B. an den ESOMAR-Kodex (European Society for Opinion and Marketing Re- search) und an die Richtlinie zur Wahlforschung. Mitglieder beider Organisa- tionen bemuhen sich neben anderen Experten in einer Arbeitsgruppe der DFG um die "Qualitatskriterien der Umfrageforschung". Auch diese Tagung "Forschung und Handeln" dient gemeinsamen Zielen.