ROI-Based Complaints Management 3419

Originally Published MX May/June 2003

INFORMATION TECHNOLOGIES

The process and technology principles of customer relationship management underlie an effective complaints management program.

Jonathan Horn and Jennifer Radin

A woman with diabetes is measuring her insulin level with a glucose monitor and realizes that the device is displaying an unfamiliar reading. After consulting the device instructions, she still cannot interpret the reading, so she calls the manufacturer's customer service number for assistance. Elsewhere, while reviewing the data printout from a blood analyzer, a lab technician notices that the test halted before it was complete. He runs the test again and gets the same results. He, too, calls the manufacturer's customer service help line for assistance.