CUSTOMER SUPPORT

Customer support is critical for the success of any business. According to Computing Canada, on average companies "lose half of their customers every five years" (Brooks, 1998, p. 29). Traditionally customer service was seen as a cost drain, with personnel, customer interaction and other factors of customer service requiring additional revenues. All this has changed in the contemporary business world. Now customer support has evolved into customer relationship management (CRM). Customer support typically meant party A helps party B, but today's customer relationship management is a broader concept implying a "two-way flow of information and energy...what was once a drain on revenues can become a revenue generator if information is put together in the

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Category: Business - C