Content area
Full Text
Complaint Management: The Heart of CRM Bernd Stauss and Wolfgang Seidel 2005 1st edition 310 pp. $39.95
Keywords Customer relations, Complaints, Quality management
Review DOI 10.1108/09604520610639982
Bernd Stauss and Wolfgang Seidel have succeeded in providing us with a brilliant, comprehensive and detailed treatment on a subject that is becoming increasingly important for the profitability of firms. The book deals with all aspects of complaint management, using systematic and step-by-step explanations.
The first four chapters lay the groundwork for the book. First, the importance of complaint management in relation to customer relationship management is established. Complaints are then defined, and the authors explain how dissatisfied customers react and how satisfaction with the complaint process can lead to customer retention. Chapter 4 outlines the goals and fundamental tasks involved in successful complaint management.
Chapters 5 to 8 describe the tasks involved in the direct complaint management process, while chapters 9 to...