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Journal of Management Research
Year : 2021, Volume : 21, Issue : 2
First page : ( 86) Last page : ( 102)
Print ISSN : 0972-5814. Online ISSN : 0974-455X.

Customer Relationship Management: An Empirical Study on Reduction of Customer Complaints

Mitra Sarbani

Professor & Head, Department of Executive Management, Indian Institute of Social Welfare and Business Management, Kolkata - 700 073, West Bengal, India

Online published on 18 June, 2022.

Abstract

This paper explores business strategy for Customer Relationship Management and Complaint Management System for ductile iron pipes. The objective of this study is to determine the path for reduction of customer's complaints with respect to ductile iron pipes. For this, this study was divided into two parts: smaller than DN400 pipe diameter size and DN400 and larger pipe diameter size. The results were analyzed with the scatter plots of different models (linear, logarithmic and moving average) plotted for different manufacturing processes with number of complaints as the response variable and the year of complaint as the predictor variable. Moreover, determinants were identified for assessment of causes of complaints on ductile iron pipes. Factor analyses was used to identify variables for reduction of customer complaints that were related to find out the significant variables that were most important in reduction of customer complaints. Finally, elimination of complaints by providing pre order and post order customer service was discussed.

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Keywords

Customer Relationship Management, Customer Complaint Management, Customer Satisfaction, Customer Service, Ductile Iron Pipes.

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