Gartner Research

CRM Case Study: How to Successfully Implement a Customer Complaint Management Solution

Published: 06 March 2008

ID: G00146420

Analyst(s): Isher Kaila

Summary

A European-based financial services group was losing up to 100 million pounds annually on rework attributed to customer complaints. Through a CRM strategy, it increased the number of complaints resolved within two days to nearly 95% and provided a more consistent user experience.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
  • Vision
  • Strategy and Goals
  • Organizational Collaboration
  • Metrics and Benefits
  • Technology
  • Customer Experience
  • Results
  • Critical Success Factors
    • A Phased Implementation Approach
    • Cross-Functional Collaboration
    • Customer Service Methodology
  • Lessons Learned
    • Internal Buy-in Is Essential to Drive a Can-Do Attitude
    • Weekly Issues Resolved in a Cross-Business Technology Forum

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