Complaint Management: The Heart of CRM

Every company strives for increasing customer satisfaction and loyalty. But, without effective complaint management, it's only a matter of time before the seemingly sweet company-client relationship may turn sour. Drawing from their extensive experience in customer service, Stauss and Seidel deliver thorough coverage of complaint management, from helping readers understand why customers complain to illustrating how to handle customer complaints to effectively measuring and analyzing complaints.

Stauss (services management, Ingolstadt School of Management) and Seidel, a consultant in complaint management, outline a process for receiving and handling complaints more efficiently. They show how to establish a complaint resolution process and how to analyze and solve complaints, and provide an analysis tool for identifying problem areas for a product or service. There is also information on organizational, technological, and human resources aspects of complaint management. Numerous checklists and tables are included. Annotation ©2004 Book News, Inc., Portland, OR

Bernd Stauss holds the first German chair for services management at the Ingolstadt School of Management of the Catholic University Eichstaett-Ingolstadt, Germany. The focus of his interests are in management issues that emerge in the context of the production and marketing of services for internal and external customers.

Wolfgang Seidel received his master's degree in business administration from the University of Bayreuth (Germany) and was then research assistant with Prof. Dr. Bernd Stauss. He is founder of "Servmark", a consulting company with the focus on topics in the field of the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Wolfgang Seidel is frequent speaker at major conferences on complaint management and customer relationship management bo