Complaint management: the heart of CRM
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Mason, Ohio
Thomson/South-Western
2004
|
| Schriftenreihe: | American Marketing Association
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012874360&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012874360&sequence=000002&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | X, 310 S. graph. Darst. |
| ISBN: | 0324202644 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
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Datensatz im Suchindex
| DE-BY-TUM_call_number | 0002 WIR 800f 2006 A 781 |
|---|---|
| DE-BY-TUM_katkey | 1536626 |
| DE-BY-TUM_location | 00 |
| DE-BY-TUM_media_number | 040006182792 |
| _version_ | 1821932968187265024 |
| adam_text | TABLE OF CONTENTS
Complaint Management in a Customer-Oriented Firm
1.1
1.2
Relationship Management (CRM)
1.2.1
1.2.2
of CRM
1.2.2.1
1.2.2.2
Functional Area of Retention and Customer
Relationship Management
1.3
1.4
Management
Complaints
2.1
2.2
The Behavior of Dissatisfied Customers
3.1
3.2
3.3
Customer Behavior
Principles of Complaint Management
4.1
4.2
Complaint Stimulation
5.1
Minimization
5.2
5.2.1
5.2.2
5.3
Measures
Table of Contents
Complaint Acceptance
6.1
6.1.1
6.1.2
6.2
6.2.1
6.2.2
6.2.2.1
6.2.2.1.1
6.2.2.1.2
6.2.2.1.3
6.2.2.2
6.2.2.2.1
6.2.2.2.2
6.2.2.2.3
6.3
6.3.1
6.3.1.1
6.3.1.2
6.3.1.3
6.3.2
Through a Clear Description of the Case
6.4
6.4.1
of Forms and PC-SupportedTemplates
6.4.2
Opinion Cards and Internet Complaint Sites
Complaint Processing
7.1
7.1.1
Procedures
7.1.1.1
Complaint-Processing Procedures
7.1.1.2
7.1.1.3
Table of Contents
7.1.2
7.1.3
Processing Procedures
7.2
7.2.1
7.2.2
7.2.3
7.3
7.4
of Complaint Processing
7.4.1
7.4.2
7.5
the Processing Units
7.6
Complaint Reaction
8.1
Complainants
8.1.1
with Complainants
8.1.2
Complaints
8.2
Types of Complainants and Complaints
8.2.1
8.2.1.1
8.2.1.2
8.2.2
8.2.2.1
8.2.2.2
8.2.2.3
8.2.2.4
8.3
8.3.1
for the Choice of Reaction Form
Table of Contents
8.3.2
Case Examination
8.3.3
8.3.3.1
Complaints 111
8.3.3.2
8.4
During Complaint Processing
8.4.1
8.4.1.1
8.4.1.2
8.4.1.3
8.4.1.4
8.4.2
Communication
8.4.3
the Complaint Processing
Complaint Analysis
9.1
9.1.1
9.1.2
9.1.2.1
9.1.2.2
9.2
Complaint-Management Controlling
10.1
10.1.1
and Follow-Up Complaint Evidence Rate
10.1.2
the Controlling Variables of Evidence
Controlling
10.2
10.2.1
10.2.1.1
Table of Contents
10.2.1.2
Customers of Complaint Management
10.2.2
10.2.2.1
10.2.2.2
10.2.3
Standards in a Complaint Management
Index (CMI)
10.3
10.3.1
10.3.1.1
10.3.1.2
Traditional Cost Accounting
10.3.1.3
Activity-Based Costing
10.3.1.4
10.3.2
10.3.2.1
10.3.2.2
10.3.2.3
10.3.2.3.1
Benefit
10.3.2.3.2
Customers Retained through Complaint
Management
10.3.2.3.3
Repurchase Benefit
10.3.2.4
10.3.2.5
as the Market Success of Complaint
Management
10.3.3
10.3.3.1
Department
10.3.3.2
Optimize Complaint Management
Table of Contents
Complaint Reporting
11.1
Analysis and Complaint-Management
Controlling (Information Push)
11.1.1
Complaint Reporting
11.1.2
Reporting
11.1.3
Reporting
11.2
(Information Pull)
Utilization of Complaint Information
12.1
upon the Failure Mode and Effect Analysis
(FMEA)
12.2
Improvement Teams and Quality Circles
12.3
Improvement
12.3.1
Complainants
12.3.2
12.3.3
E-Customer Chats
Human Resource Aspects of Complaint Management
13.1
Complaint Contact
13.2
13.3
Concept for Securing the Required Employee
Skills
13.3.1
Employees
13.3.2
13.3.3
13.3.4
Table of Contents
13.3.5
13.4
Organizational Aspects of Complaint Management
14.1
Management
14.2
14.2.1
of Complaints by the Complaint Center
14.2.2
Direction of Complaint Management
14.3
Department in the Organizational Structure
of the Corporation
14.3.1
Management Processes with Other Corporate
Processes
14.3.2
Management Department as a Staff Position
or a Line Position
14.3.3
as a Profit Center?
14.4
Management
Technological Aspects of Complaint Management
15.1
Implementation of Complaint-Management
Software
15.2
Management Software and an
CRM
15.3
Software Systems
Complaint-Management Checklist
I. General Importance of Complaint Management
II. Complaint Stimulation
III. Complaint Acceptance
Table of Contents
IV.
Complaint Processing
293
V.
Complaint Reaction
293
VI.
Complaint Analysis
292
VII.
Complaint-Management Controlling
294
VIII.
Complaint Reporting
294
IX.
Utilization of Complaint Information
295
X.
Human Resource Aspects of Complaint
Management
295
XI.
Organizational Aspects of Complaint
Management
296
XII.
Technological Aspects of Complaint
Management
296
Bibliography
298
Index
304
However, contained within each complaint
is a customer that has tried youf product
or service and was dissatisfied. Complaint
Management: The Heart of CRM is the
most complete resource available for
turning customer complaints into voices
of change.
Dr.
have built a process to not just manage
complaints, but also to encourage them.
Complaint Management offers a process
for receiving and handling complaints
efficiently. More importantly, it offers
a model to help you analyze complaints:
is it a complaint or merely grousing?
Are the costs too high to satisfy the
customer? Complaint Management
includes everything from establishing
a complaint resolution process to receiving
a complaint, processing the complaint,
solving the complaint, and finally an
analysis tool for identifying problem areas
for your product or service. A checklist that
appears at the end of the book serves as
a great auditing tool.
It is much easier and cost effective to sell
to an existing customer rather than find a
new customer. Complaint Management
ensures that your customers will be loyal
customers.
|
| any_adam_object | 1 |
| author | Stauss, Bernd 1947- Seidel, Wolfgang 1964- |
| author_GND | (DE-588)109330889 (DE-588)1287279627 |
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV019412427 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T12:00:11Z |
| institution | BVB |
| isbn | 0324202644 |
| language | English |
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| spellingShingle | Stauss, Bernd 1947- Seidel, Wolfgang 1964- Complaint management the heart of CRM Klachtenregelingen gtt Klantenservice gtt Consumer complaints Customer relations Management Servicepolitik (DE-588)4234502-9 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Reklamation (DE-588)4834499-0 gnd |
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| title | Complaint management the heart of CRM |
| title_auth | Complaint management the heart of CRM |
| title_exact_search | Complaint management the heart of CRM |
| title_full | Complaint management the heart of CRM Bernd Stauss ; Wolfgang Seidel |
| title_fullStr | Complaint management the heart of CRM Bernd Stauss ; Wolfgang Seidel |
| title_full_unstemmed | Complaint management the heart of CRM Bernd Stauss ; Wolfgang Seidel |
| title_short | Complaint management |
| title_sort | complaint management the heart of crm |
| title_sub | the heart of CRM |
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Inhaltsverzeichnis
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Teilbibliothek Stammgelände
| Signatur: |
0002 WIR 800f 2006 A 781
Lageplan |
|---|---|
| Exemplar 1 | Ausleihbar Am Standort |