Complaint Management, despite of its presumed benefit, is not fulfilling customers needs in the field of business-to-business markets (B2B), according to a recent survey of Gallup-Institute. Thus, this paper is analyzing which benefits complaint management can have in the B2B-market, which critical factors of success must be considered and how a successful complaint management process can look alike to gain the presumed benefits. Within this paper complaint management is not only seen as a tool of marketing and selling, but its interdependencies with quality management are presented and explained. Methodological, the necessary information for this paper is extracted and analyzed from existing studies and best-practice-recommendations. The gained information is used to design a reference process for B2B complaint management by the method of service blueprint. The findings show that complaint management has a positive impact on customer satisfaction, loyalty and repurchase intention as well as in product and process improvements. Furthermore, they show that besides the process itself the surrounding conditions have a big influence on the impact complaint management can generate.