Pathways to Performance and Profit: Evaluating the return on investment in customer service

Commissioned by the Insititute of Customer Service, this report provides insight into how organisations can deliver a return on their investment in their customer service activities. Research was conducted with 23 customer centric, case study organisations in the public and private sectors, a survey of over 150 senior managers and an extensive review of the relevant literature. Innovative frameworks, models and approaches are reported which will assist organisations to determine their most effective pathway to profit

Devine, M., Honoré, S., Coatswith, R., Anderson, P. & Culpin, V. (2010) Pathways to Performance and Profit: Evaluating the return on investment in customer service, published as: Return on Investment in Customer Service - the Bottom Line Report, by the Institute of Customer Service