Matthias Neu and Jana Günter provide a compact overview of customer recovery management. They present the multi-stage customer recovery process and explain its systematic flow. They highlight the necessity and implementation needs of a systematic customer recovery management approach, while also discussing personnel policy aspects and prerequisites. Practical examples support the understanding of successful customer recovery and its implementation. In recent years, the expectations of customers have significantly increased across numerous industries. As a result, customers have often become more willing to complain about objectively or subjectively justified grievances and, if necessary, to end the customer relationship. Recovering dissatisfied customers offers significant potential for companies.