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 München (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.