Cost-Justifying Usability, 2nd Edition

✦ The cost of customer relationship management systems

✦ The cost of product support including routine maintenance

✦ The cost of product support including replacement

✦ The cost of product marketing and sales

Profit-making factors

✦ Increased customer acquisition rates

✦ Increased customer retention rates

✦ Increased customer migration rates

This approach results in strategic advantages over your competition, but, more

important, downstream effects on other cost centers of the corporation are

dramatic reductions in costs and improvements and, most important, these

come without further expenditure of human resources and actual capital. For

example, the ...