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The Beginnings of TRI*M - a Personal Account.- The Food Industry: Using TRI*M for Product Improvement.- How Can Market Research Findings Lead to Lasting Improvements Within a Company?.- The TRI*M Principle-Applying It in the Public Sector.- Stakeholder Based Measuring and Management of CSR and Its Impact on Corporate Reputation.- Developing the Customer Experience Programme at UNITE: Working Towards the Integrated Approach.- TRI*M: Messe M nchen (Munich Trade Fair) - Fit for the Future.- A Short History of Customer Retention - The TRI*M Benchmarking Database as an Experience Database.- How to Obtain the Voice of the Customer - Experiences with the Introduction of an Integrated Customer Retention System in the MAN Commercial Vehicles Group.- Firsthand Report of the Commerzbank on the Use of the TRI*M-System for the Employee Survey.- Monitoring of Transformation Processes Using the TRI*M Method.- Customer and Brand Loyalty Research - Two Separate Fields?.- How Does Customer Retention Work?.- Implementing the TRI*M Approach as a Stakeholder Management System for Russia's Largest Telecom Provider.- A Framework for Social Development Assessment.