Customer Service Spending

Andy Green, Global Managing Editor at Avaya, makes a great point in his latest post on the Avaya Blog in which he details that even though information technology spending will expand by less and less each year, companies should not reduce technology spending on customer service. What's the reason for this? Arguably, customers are the ones who will give your company money. Investing in advanced software and applications that will improve response quality for customer service agents is a bargain compared to the amount of revenue lost and the costs of acquiring new customers. After all, repeat customers will be more profitable than new customers will ever be.