1. Introduction

The key to building lasting customer relationships is to create superior value and satisfaction of the customers which can be achieved through effective customer complaint management system. Every cooperate must make complaint management system is one of the key strategies needed if they must succeed in their businesses [1].The significance of customer complaint management system in the performance of corporate organizations cannot be over stressed. Customer complaints are inevitable in any corporate organization; no matter how good such an organization may be. Some complaints serve as a feedback mechanism for corporate organizations. Customers of such organizations may want to express their feelings and impressions on the quality of the product or service produced by the organization. Some complaints tend to relay a message on the taste and preference of the customers. Customers’ complaints become useful when such complaints attract quick and effective response from the organization. Corporate organizations are expected to hold their customers in high esteem since the customers are the lifeblood of any corporate organization. [2]

2. Customer Complaints Management (CCM)

In spite of the merits associated with the customer complaint management, several firms in Nigeria do not pay attention to customers complaints hence, customers are usually left alone to “lick their wounds” whenever there is a problem with the product they bought or services rendered to them. As a result of this, several firms in the country have lost their customers. This affects profitability and survival of such firms. Several firms in Nigeria have collapsed as a result of this unfortunate situation.[4][5]

Coupled with the foregoing, the use of information technology to manage customers’ complaints in Nigeria is at its infancy stage. Majority of the business organizations in the country use archaic or primitive methods to manage customers’ complaints. It is only few companies that use information technology or software to manage their customers. This has negatively affected the performance of such erring corporate organizations. There is evidently a wide gap between the expectation and the actual. However, this research work is designed to address these challenges which business organizations have in managing customer complaints.

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