Online complaint process in customer relationship management

Abstract

Nowadays Customer relationship management is very important for doing the any type of business. CRM is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers. Therefore, enterprises have spent enormous efforts on professionalizing their customer relationship management. Complaint management holds a key position in CRM, since it helps restoring customer satisfaction and repurchases intentions. A complaint is dissatisfaction makes in relation. The aim is a relationship of trust between the seller and customer that leads to loyal behavior and to commitment in the sense of an inner bond and it is based on positive experience. The objective of the complaints management system is to make complaints easier to coordinate, monitor, track and resolve, and to provide company with an effective tool to identify and target problem areas, monitor complaints handling performance and make business improvements. It is implemented using ASP.Net, a well-established method for business process reengineering (BPR). Complaints management software is used to record resolve and respond to customer complaints, requests as well as facilitate