Costs & Benefits of Customer Relations

National Study 2006

Competitive Edge completed a landmark study, “Costs and Benefits of Customer Relations” at a time when industry had just behun to explore the substantial impact that customer retention can have on their bottom line results and return on investment. 

This insightful research highlighted the need for the development of profit-centred complaint handling centres and divisions.

It also focused on the benefits to customers and customer responsive organisations of return on investment as a measure of complaint handling success and future cost containment in a world where complaint handling was escalating and beginning to utilise customer driven online and social media communication platforms.