ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Customer service organization as a cost center [. . . and in with the new] Customer service as a strategic differentiator and revenue center for a company [Commentary] 
Good customer service is good for business. It increases cross-sells, upsells, recommendations, and brand loyalty.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary