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 . Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer . Download an exclusive 15 page extract from complaint management the heart of crm by bernd stauss and wolfgang seidel the complaining customer whose problems are suitably resolved can become a business biggest champion. Complaint management is an excellent resource for marketing professionals in customer support technical support and marketing management as well as executives department managers and any employee who has direct contact with complaining customers. Complaint management the heart of crm is the most complete resource available for turning customer complaints into voices of change dr bernd stauss and wolfgang seidel have built a process to not just manage complaints but also encourage them complaint management offers a process for receiving and handling complaints efficiently
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