At management level, you may only see those complaints which are escalated. It is probable that the front-line people receive and often resolve many more similar problems on first contact ...

Do you use Excel to do your accounts or a CRM system to manage complaints?

We are compelled to comply with all sorts of legislation. As an individual we should obey speed limits and pay income tax. In business, we have a raft of rules to comply with; company law, audits ...

Cirrus TechVue responds to FANews article: How will the FSCA monitor your business?

The recent “TCF Complaints Management Discussion Document” highlights short-falls in how companies are required to log, track, resolve and analyse all customer complaints in a consistent manner ...

Why CRM falls short when it comes to an organisation's complaints and feedback management requirements ...