Normal view MARC view

Complaint management: the heart of CRM

Author: Stauss, Bernd ; Seidel, WolfgangPublisher: American Marketing Association, 2004. ; Thomson South-Western, 2004.Language: EnglishDescription: 310 p. : Ill. ; 24 cm.ISBN: 0324202644Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.55 .S83 2004
(Browse shelf)
Available 900094008
Total holds: 0

Includes bibliographical references and index


Complaint management Complaint Management in a Customer-Oriented Firm 1.1 Complaints as a Challenge to the Firm Complaint Management as the Core of Customer 1.2 Relationship Management (CRM) CRM as a Conceptual Framework 1.2.1 Retention Management as a Central Element 1.2.2 of CRM Customer Relationship Management Tasks Complaint Management as the Most Important Functional Area of Retention and Customer Relationship Management 1.3 Complaint Management and Customer Care 1.4 The Role of Complaint Management in Quality Management Complaints 2.1 Definition and Types of Complaints True and False Regarding Complaints 2.2 The Behavior of Dissatisfied Customers 3.1 The Origin of Customer Dissatisfaction Customer Satisfaction and Complaint Behavior 3.2 3.3 Complaint Satisfaction and Its Influence on Customer Behavior Principles of Complaint Management 4.1 Goals of Complaint Management Fundamental Tasks of Complaint Management 4.2 Complaint Stimulation 5.1 Complaint Stimulation Rather Than Complaint Minimization Complaint Stimulation Measures 5.2 5.2.1 Establishment of Complaint Channels 5.2.2 Active Communication of Complaint Channels The Realization of Complaint Stimulation 5.3 Measures 1 1 2 3 5 6 8 10 12 16 16 18 21 21 22 25 30 30 31 36 36 38 38 46 48 Complaint Acceptance 6.1 Organization of the Complaint Receipt Process 6.1.1 The Principle of Complaint Ownership 6.1.2 Complaint Receipt Processes 6.2 6.2.1 6.2.2 Documentation of Complaint Information Criteria for Complaint Documentation Basic Contents of Documentation Complaint-Content Information Complainant Information Complaint-Problem Information Complaint-Object Information Complaint-Handling Information Complaint-Acceptance Information Complaint-Processing Information Complaint-Reaction Information Categorization of Complaint Information Development of a Category Scheme Requirements of a Category Scheme Hierarchical Structuring of Category Schemes Monitoring of Category Schemes Supplementation of Categorical Documentation Through a Clear Description of the Case Form of Documentation Corporate Complaint Documentation by Means of Forms and PGSupportedTemplates Customer Complaint Documentation Using Opinion Cards and Internet Complaint Sites Complaint Processing '7.1 The Complaint-Processing Procedure '7.1.1 Identification of Various Complaint-Processing Procedures ' Fundamental Characterization of Complaint-Processing Procedures ' Independent, Cooperative, and Transfer Processes ' Routine and Nonroutine Processes Analysis of Complaint-Processing Procedures Specification and Visualization of ComplaintProcessing Procedures Responsibilities During Complaint Processing The Process Owner The Complaint Owner The Task Owner Determination of Processing Deadlines Installation of Mechanisms for the Monitoring of Complaint Processing The Employee-Oriented Reminder System The Hierarchy-Spanning Escalation System Design of the Internal Communication Between the Processing Units The Complaint-Processing History Complaint Reaction Basic Rules of Behavior for Handling Complainants Rules of Behavior for the Direct Conversation with Complainants Rules of Behavior for Responding to Written Complaints Application of the Rules of Behavior to Specific Types of Complainants and Complaints Special Types of Complainants Repeat and Multiple Complainants Grumblers and Grousers Special Types of Complaints Scattered Complaints Complaints to Top Management Complaints About Employees Threats Associated with Complaints Decision on the Case Solution Solution Possibilities and Influencing Factors for the Choice of Reaction Form 8.3.2 8.3.3 8.4 8.4.1 8.4.2 8.4.3 Case Solution With o r Without an Individual Case Examination Dealing with "Unjustified" Complaints The Subjective Justification of Customer Complaints Reactions to "Unjustified" Complaints Communication with the Complainant During Complaint Processing Forms of Communication Confirmation of Receipt Intermediate Replies FinalReply Follow-up Survey Temporal Design of the Forms of Communication Answers to Customer Requests During the Complaint Processing Complaint Analysis 9.1 Quantitative Complaint Analysis 9.1.1 Frequency Distributions and Cross-Tabulations 9.1.2 Analyses for the Prioritization of Problems Frequency-Relevance Analysis of Complaints Problem-Related Market Loss Analysis 9.2 Qualitative Complaint AnaIysis Complaint-Management Controlling 10.1 Evidence Con trolling 10.1.1 Articulation Rate, Complaint Evidence Rate, and Follow-up Complaint Evidence Rate 10.1.2 Informational Bases for the Determination of the Controlling Variables of Evidence Controlling 10.2 Task Controlling 10.2.1 Subjective Task Controlling Measurement of Complaint Satisfaction Measuring the Satisfaction of the Internal Customers of Complaint Management Objective Task Controlling Objective Quality Standards Objective Productivity Standards The Linking of Quality and Productivity Standards in a Complaint Management Index (CMI) Cost-Benefit Controlling Cost Controlling Basic Concepts of Cost Accounting Cost Controlling from the Perspective of Traditional Cost Accounting Cost Controlling from the Perspective of Activity-Based Costing Performance Figures of Cost Controlling Benefit Controlling Information-Benefit Controlling Attitude-Benefit Controlling Repurchase-Benefi t Con trolling Operationalization of the Repurchase Benefit Determination of the Number of Customers Retained through Complaint Management Monetary Quantification of the Realized Repurchase Benefit Communication-Benefit Controlling Repurchase and Communication Benefits as the Market Success of Complaint Management Profitability Controlling Profitability of the Complaint-Management Department Profitability of Measures Intended to Optimize Complaint Management Complaint Reporting Active Reporting of the Results of Complaint 11.1 Analysis and Complaint-Management Controlling (Information Push) 11.1.1 The Target-Group-Oriented Dimension of Complaint Reporting 11.1.2 The Content Dimension of Complaint Reporting 11.1.3 The Temporal Dimension of Complaint Reporting 11.2 Provision of Complaint-Related Information (Information Pull) Utilization of Complaint Information Utilization of Complaint Information based upon the Failure Mode and Effect Analysis (FMEA) Use of Complaint Information in Quality Improvement Teams and Quality Circles Customer Panels as an Instrument of Quality Improvement General Goals of Customer Panels with Complainants Use of Methods in Customer Panels Virtual Customer Panels with ComplainantsE-Customer Chats Human Resource Aspects of Complaint Management The Importance of Employee Behavior in Complaint Contact Necessary Employee Skills Personnel-Oriented Internal Marketing As a Concept for Securing the Required Employee Skills Recruiting Service-Oriented and Qualified Employees Employee Communication and Training Incentive Systems Measures to Prevent Burnout 13.3.5 Empowerment Design of the Framework Factors 13.4 Organizational Aspects of Complaint Management Centralized, Decentralized, or Dual Complaint Management The Complaint-Management Department Responsibility for the Operative Processing of Complaints by the Complaint Center Responsibility for Conceptual Control by the Direction of Complaint Management Integration of the Complaint-Management Department in the Organizational Structure of the Corporation Responsibility and Linkage of the ComplaintManagement Processes with Other Corporate Processes The Establishment of the ComplaintManagement Department as a Staff Position or a Line Position The Complaint-Management Department as a Profit Center? On the Question of Outsourcing Complaint Management Technological Aspects of Complaint Management 15.1 Fundamental Determinants for the Implementation of Complaint-Management Software 15.2 Deciding Between Special ComplaintManagement Software and an Integrative CRM Solution 15.3 Core Functionalities of Complaint-Management Software Systems Complaint-Management Checklist General Importance of Complaint Management I. 11. Complaint Stimulation 111. Complaint Acceptance rv. v. VI. VII. VIII. IX. X. XI. XII. Complaint Processing Complaint Reaction Complaint Analysis Complaint-Management Controlling Complaint Reporting Utilization of Complaint Information Human Resource Aspects of Complaint Management Organizational Aspects of Complaint Management Technological Aspects of Complaint Management Bibliography Index

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