Complaint Management And Internal Marketing

Author : Malte Kempen
Publisher : diplom.de
ISBN 13 : 3836624400
Total Pages : 173 pages
Book Rating : 4.04/5 ( download)

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Download or read book Complaint Management and Internal Marketing written by Malte Kempen and published by diplom.de. This book was released on 2009-01-05 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Introduction: The first chapter gives a introduction into the topic and explains how the whole work is structured before the key subjects in chapter two will be discussed. Okay Sir, I will put you through to someone else . Does this sound familiar? Trying to switch to a different contract with a cell phone operator, but nobody seems to be qualified to handle a request. Dissatisfaction arises and the customer would like to report his problem. On the one hand the customer experiences a breakdown in service and on the other hand a second disappointment may follow if a service provider fails to handle the grievance after it is stated. The question arises as to why complaint handling is important nowadays. Complaint handling is not as selfless an act by a company as it may seem. A complaint is the cheapest, most honest and most qualitative form of management consulting there is, according to market research into sales force by Pawlik Sales Consultants AG. Companies should not be afraid to face feedback and complaints. According to the Treasury Board of Canada: Research suggests that relatively few dissatisfied clients bother to complain. As a result, every complaint received may provide a window into a much larger pool of dissatisfaction. By dealing with the causes of complaints, the organization can further reduce both the number of complaints and dissatisfaction with its program delivery or service. Complaint management is a tool to prevent the migration of customers to competitors, and more and more companies understand that simply recruiting new customers is not sufficient. As a consequence, intensification of defensive marketing, in contrast to offensive marketing actions, becomes more interesting to a company. The aim of defensive marketing should be the development of long-lasting customer relations. For example, Volvo/Saab, the Swedish automobile manufacturer, estimates that the cost of generating new customers is three times the cost of retaining an existing customer. Satisfactory complaint management can create satisfied customers. The key figure mediating between a company and a customer with a complaint is, of course, the employee of the service organization. The role and performance of the employee will determine the success of a complaint handling process and the adequate service recovery. In order to be able to fulfil this goal, employees need to undergo training. Furthermore the management needs to develop a corporate [...]

Author : Thorsten Hennig-Thurau
Publisher : Springer Science & Business Media
ISBN 13 : 3662097451
Total Pages : 454 pages
Book Rating : 4.58/5 ( download)

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Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.57/5 ( download)

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Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.

Author : Barbara Lewis
Publisher : Routledge
ISBN 13 : 1134613938
Total Pages : 331 pages
Book Rating : 4.39/5 ( download)

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Download or read book Internal Marketing: Directions for Management written by Barbara Lewis and published by Routledge. This book was released on 2000-08-24 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bringing together contributions from leading writers in the field of service marketing and management, this book represents a much-needed source of current research and conceptual development in internal marketing. Key themes and issues explored include:* the social model of marketing* the human resource management perspective* marketing and servic

Author : Martina Müller
Publisher : GRIN Verlag
ISBN 13 : 3656024693
Total Pages : 77 pages
Book Rating : 4.99/5 ( download)

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Download or read book Analysis and Application of Dynamic Patterns Within the Context of Complaint Management written by Martina Müller and published by GRIN Verlag. This book was released on 2011-10-17 with total page 77 pages. Available in PDF, EPUB and Kindle. Book excerpt: Diploma Thesis from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Augsburg, language: English, abstract: The aim of this paper is to illustrate common situations within the context of complaint management and to provide solution concepts with focus on management decisions and actions. Therefore, we refer to a dynamic approach by applying so-called patterns, using System Dynamic (SD) in order to provide managers with a better understanding for common situations. Our target is to demonstrate how to build up an understanding for long-term or side effects that yet do not experience the necessary attention. In this case, we describe the situation itself, explain how responsible managers usually react (and why) and identify corresponding patterns. The reason why we decided to use patterns for this special purpose are the advantages that come along with their application. One the one hand, patterns enable us to identify existing mental models and decision structures. Thus, this knowledge makes it possible to develop actions that can be used to fasten and improve decision-making. On the other hand, we are able to analyze risks and failure options. This helps us to devise actions that ensure the sustainability of decisions. Looking at the decisions complaint managers have to make everyday it seems obvious that we need to find a way that shows us how to improve decision-making. Considering the bounded rationality of humans, the target is to show ways that consider not only first thoughts but also the side or long-term effects of actions. By this, there is a certain focus on effects people are kind of "unable" to think of at once, such as multiple feedback loops. The approach illustrated in this paper is completely new. Though the design of complaint management has been topic of several research actions and focus of papers, nobody applied dynamic patterns particularly to th

Author : Svend Hollensen
Publisher : Pearson UK
ISBN 13 : 1292301422
Total Pages : 2030 pages
Book Rating : 4.26/5 ( download)

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Download or read book Marketing Management written by Svend Hollensen and published by Pearson UK. This book was released on 2019 with total page 2030 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes the unique and innovative approach of linking relationship marketing to the traditional market planning models that are used by most marketers today. As globalisation progresses, the need for creating and maintaining off-line and on-line relationships with the company's customers, suppliers, stakeholders and personnel has become increasingly vital in today's business environment. Now in its fourth edition, this best-selling text bridges the gap between relationship marketing and traditional marketing, integrating this approach with the process of developing effective marketing.

Author : Stefanie Welz
Publisher : GRIN Verlag
ISBN 13 : 3638779963
Total Pages : 28 pages
Book Rating : 4.68/5 ( download)

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Download or read book Complaint Management - a Short Overview written by Stefanie Welz and published by GRIN Verlag. This book was released on 2007-12-10 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2006 in the subject Business economics - Business Management, Corporate Governance, grade: A-, University of applied sciences, Munich (FOM), course: International Marketing, language: English, abstract: 1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the fore from customer's point of view. This change in general conditions leads to a focusing on customer orientation. While the acquisition of new customers was formerly relevant, today's instruments regarding the customer retention gain more importance. Companies recognized that satisfied customers considerably contribute to corporate success. Empirical studies showed that it is five times more expensive to acquire a new customer and considerably cost extensive to recover a lost customer than binding existing customers.1 Dissatisfied customers change to competition or harm the company via negative word-ofmouth propaganda. Permanent customer relations in comparison do have a profit- as well as cost-advantage. Customer retention leads to more profit due to the buying frequency, crossselling- effects and cost savings in consequence of saved acquisition costs and efficiency advantages. Further chances result from the decreasing price sensitivity of the customer. Beside of the direct profit impacts of customer retention, indirect impacts on further customer relations occur, e.g. recommendations of satisfied customers. The corporate objective should be the focusing on customer retention and thus to improve the corporate competitive position.

Author : Stefan Garding
Publisher : Springer
ISBN 13 : 3319181793
Total Pages : 113 pages
Book Rating : 4.90/5 ( download)

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Download or read book Complaint Management and Channel Choice written by Stefan Garding and published by Springer. This book was released on 2015-05-14 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

Author : Tatsuya Kimura
Publisher : Routledge
ISBN 13 : 1317224558
Total Pages : 246 pages
Book Rating : 4.56/5 ( download)

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Download or read book Internal Marketing written by Tatsuya Kimura and published by Routledge. This book was released on 2017-04-21 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Establishing, developing, or promoting a brand or product in a market stems from aligning of divisions within an organization, with the perspective of providing value to customers – an idea which is known as internal marketing. Unlike external marketing, internal marketing ensures that organizational divisions are aligned in the marketing strategies, so that the resultant external marketing is effective and not impeded by internal shortcomings. This book provides a comprehensive review of internal marketing research and illustrates the role of internal marketing in enhancing the capabilities of a company’s internal resources. Putting forward a guiding principle for business practices by considering such questions from a multilateral perspective, this book is a must-read for practitioners and academics alike.

Author : Christian Zeidler
Publisher : Springer Science & Business Media
ISBN 13 : 3834983012
Total Pages : 251 pages
Book Rating : 4.15/5 ( download)

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Download or read book Mobile Support in Customer Loyalty Management written by Christian Zeidler and published by Springer Science & Business Media. This book was released on 2009-09-02 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.