Complaint Management: The Heart of CRM [Hardcover]

Bernd Stauss (Author), Wolfgang Seidel (Author)

Book Description

ISBN-10: 0324202644 | ISBN-13: 978-0324202649 | Publication Date: February 28, 2005 | Edition: 1

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.

Editorial Reviews

About the Author

Professor Bern Stauss holds the first German chair for services management at the Business School of Ingolstadt of the Catholic University Eichstaett-Ingolstadt. Currently, his research deals with aspects of services marketing, service quality, quality management in the service industry, management of internal services, customer retention, complaint management, regain management, and electronic services. Stauss has written and edited several books, and he has also written more than 140 articles, which were published in books and journals like Managing Service Quality, International Journal of Service Industry Management, Journal of Services Marketing, Journal of Service Research and European Journal of Marketing.

Product Details

• Hardcover: 320 pages
• Publisher: South-Western Educational Pub; 1 edition (February 28, 2005)
• Language: English
• ISBN-10: 0324202644
• ISBN-13: 978-0324202649
• Product Dimensions: 9.3 x 6.5 x 1.1 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #153,145 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

5.0 out of 5 stars Revolutionary Complaint Management, May 12, 2005

By 

Walter Duschek (Gaertringen, Germany) - See all my reviews
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This review is from: Complaint Management: The Heart of CRM (Hardcover)

In the past few decades the Services Industry has advanced long way - in a direction from product services to a customer centric business environments.
Although the quantitative and qualitative importance of services - as well as its spectrum of offerings - has grown quite considerably, the thrust of activity still seems solely to center around its operational tasks and processes. Bernd Stauss' and Wolfgang Seidel's revolutionary Complaint Managent model represents an impressive progress in our understanding of what services organisations must do to become outstanding and exemplary leaders in the roles of services providers and services innovators.
I have read the book entirely page by page, each chapter creating more desire and curiosty to read the next one.
Today the aspects of complaint management are used probably in hundreds of business facilities around the world, yet there is to my knowledge no other book or public documentation providing such a holistic introduction and a guidance to everyone in services management, to enable the creation of a powerful blue print for services organisations.

Walter Duschek, Speaker of the Supervisory Board Spirit/21 AG, VP AFSMI

2 of 2 people found the following review helpful:

5.0 out of 5 stars "Complaint Management - The Heart of CRM" by Bernd Stauss an, May 9, 2005

By 

Inger Roos "Business reader" (Finland) - See all my reviews
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This review is from: Complaint Management: The Heart of CRM (Hardcover)

It is an unusual book because of the total approach to complaint management. The weaknesses of most CRM books is lacking in this book. The reason is that after having read the book you have a complete picure of what complaining behavior and complaint managment is. You also know how complaints are related to CRM. Moreover, and what is most rare is that you get practical advice about how to manage complaint management in your firm or how to learn how to teach complaint management. In other words, you know both the value of managing complaint management as well as the cost of not doing so. If you are itnerested in introducing complaint management or have already introduced - buy this book!
Inger Roos, Associate professor at Karlstad university, Service Research Center (CTF)

1 of 1 people found the following review helpful:

5.0 out of 5 stars Highly Recommended!, September 8, 2005

By 

Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
(HALL OF FAME REVIEWER)    (TOP 500 REVIEWER)    (REAL NAME)   

This review is from: Complaint Management: The Heart of CRM (Hardcover)

When companies implement Customer Relationship Management (CRM), they often find that their number of complaints shoots up. Berndt Stauss and Wolfgang Seidel candidly explain that often, companies actively discourage complaints with processes that are so barrier-ridden that consumers switch to another company's products rather than negotiate the maze. As an alternative, Stauss and Seidel present a CRM-based complaint management system that, for enlightened corporate citizens, can become a strategic asset and even an indirect revenue source. Occasionally, they get a little carried away with their "consultantese" and terms like "process owner" and "complaint owner." Nevertheless, the seven-page complaint-management checklist at the end of the book is particularly valuable. We strongly recommend this book to CRM managers who want to know what their customers really think.