“A Customer Is Never Out of Warranty”
Many companies invest heavily to measure their investment in customer support. They track the cost per hour or other metrics to monitor their investment in the support function when, in fact, their business would gain more insight by measuring customer retention. Customer support is not a cost center, it’s a profit center. The title of this blog comes from a Seth Godin blog posting that highlights the increasing value of preserving customer relationships. On the …
