News Factor: Tech Support Can Make or Break PC Companies

A common assumption in the CRM industry — that loyal customers make for successful companies — often remains just that, an assumption. But two researchers at the University of Arkansas have linked the two. In a recent study, they found that customer loyalty has a strong impact on the financial performance of companies in the personal-computer industry.
“Everybody has a love/hate relationship with their PC,” professor Rod Smith told “And everybody gripes about technical support. But we were surprised that it impacts companies this much.” (full story)

My spin: So why do companies outsource their tech support (because it’s cheaper) and the quality at times go down due to bad phone lines (at time) and thick non-English-as-a-mother-tongue accents?