Driving Action with TRI*M -- Ten Years of Quality Management at the Hamburger Sparkasse -- Driving the Bottom Line in Finance - Is There a Link Between Customer Retention and Business Success in the Financial Services Market? -- Customer Retention in Heavy Industry -- Understanding Customer Retention in Eurotel Prague - TRI*M Index Is only Average... -- For the Better of the Company: Making TRI*M Work - The Orange Switzerland Experience -- Internal Service Quality as a Critical Factor for Success -- The ATB Journey with TRI*M -- A Rather Different Speed Record: From 44 to 90 in Two Years -- The Staff Survey as a Tool for Business Development -- The Employee Survey as a Milestone in Business Development -- Building a Customer-Centric Culture -- The Balanced Scorecard as an Internal Auditing Tool -- Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations.