Complaint management the heart of crm is the most complete resource available for turning customer complaints into voices of change dr. Complaint management the heart of crm janis dietz professor of business administration the university of la verne la verne california usa journal of consumer marketing issn 0736 3761 publication date 1 january 2006 keywords complaints customer service management customer orientation . Complaint management the heart of crm author jochen wirtz books and journals case studies expert briefings open access advanced search complaint management the heart of crm jochen wirtz national university of singapore journal of services marketing issn 0887 6045 . Complaint management the heart of crm is the most complete resource available for turning customer complaints into voices of change dr bernd stauss and wolfgang seidel have built a process to not just manage complaints but also encourage them complaint management offers a process for receiving and handling complaints efficiently