InhaltsangabeFrom 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.