By Joachim Scharioth, Margit Huber

Today, Stakeholder administration is a time period everyday 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 should be top utilized to a company's context. during this ebook, businesses utilizing a Stakeholder administration device supply their first-hand account of ways this instrument allows them to effectively degree, video display and deal with their stakeholders' functionality. The adventure of those businesses highlights how throughout diversified sectors and international locations robust purchaser relationships, devoted staff and winning relationships with providers could be created to stick on the leading edge of present day international financial system. corporation contributions are complemented via specialist articles approximately present company themes akin to functionality dimension, Balanced Scorecard and information Mining methodologies.

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These changes will pose very big challenges to financial institutions in the next years, particularly with regard to the strategies relating to sales and communication channels. As these developments are taking their due course, an actually very old and almost trivial business principle is becoming increasingly important: a business development that is profitable in the long run can only be accomplished with (very) satisfied customers. This means customers who are convinced of the fact that their bank offers them the best products and services with regard to their financial affairs.

Two very important additional concepts have resulted from the developing stage. One of them is the so-called customer forum. Another addition that is certainly of as much importance was the introduction and integration of "Mystery Shopping" into this information system, which we established three years ago. 2 Essential components and concept In the following part, I would like to describe the essential components in more detail with regard to the concept they are based on and the implementation.

They pay 41 special attention to the question whether customers' expectations regarding this aspect have not been fulfilled and whether the sales exercise has not been successful for that reason. hi 2001, a total of 290 Mystery Shopping have been conducted in Haspa branches. The testers had the choice of testing 10 different cases that could be employed according to branch-specific priorities and weaknesses. 3 New customer survey As early as from 1996, a survey particularly targeting those private customers who opened a current account with Haspa as "genuinely" new customers (young customers with no previous bank account, new customers moving from outside Haspa's area of business, previous customers of other banks) has been conducted.

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