Executive Summary
Proving false the notion that customer care is a cost center
Executives have long thought of customer service or customer care as a cost center. However, executives and managers who understand the value of great customer service can create organizations that thrive on happy, satisfied customers. This report proves false the “customer care as a cost center” paradigm, and demonstrates agile customer care solutions reduce costs and boost revenue.
This research is based on in-depth customer interviews and field research.