Trends Report

Money On The Table: Proof That Customer Service Drives Revenue

How Good Customer Service Can Drive Billions In New Revenue Across Industries

January 30th, 2023
With contributors:
Ian Jacobs , Maxie Schmidt , Pete Jacques , James Williams , Ashley Villarreal , Eleanor Theriault , Shayna Neuburg

Summary

Customer service is often seen as a cost center — a necessary evil to handle customer questions and complaints. This could not be further from the truth. A customer’s experience with the contact center has enormous impact on their perception of customer experience (CX) quality. This report reveals the massive revenue gains from delivering good customer service. Customer service leaders will also learn what changes they can make to drive contact-center-led CX transformation.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.