CRM Questions

This assignment is based on chapters 13 and 14 of the text (https://www.academia.edu/7272872/CRM_At_the_Speed_of_Light) Read these

chapters carefully before beginning this project. Also read the following white paper entitled, “The Customer Complaints X-Ray.”

http://cdn.beyondphilosophy.com/wp-content/uploads/2014/09/The-Customer-Complaints-X-Ray-QD-ZD-0312-v3.pdf

Conventional wisdom suggests that 91% of people don’t complain. They prefer to obtain their revenge by not buying from a company that

has provided an inferior product or service. They simply go quietly into the night, never to be heard from again. They have a passive

power and they know it.

Respond fully to each of the questions below:

As a CRM representative how do you convey the value of customer complaints to your organization? Some firms believe that complaints

reflect negatively on the employee, the manager or the company and therefore may discourage staff from recording or being open to

complaints?
How might complaints actually strengthen the relationship between the customer and the organization?
Share a personal experience that you have had regarding a complaint. Was it positive or negative? How would you have handled it

differently if you were the customer service representative?

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