When a customer is lost, a company must do the research to know the reason behind the same. Because, as I said earlier, a satisfied customer is equal to a superb marketing representative. So is the reverse situation. If you have lost a customer, your brand image could be harmed. You may lose your future business just because one of your dissatisfied the customer.
Now a days, many companies concentrates more on advertising and marketing and less on product development and after sales service. They need to understand that it is a short time gain which they will achieve because of this practice. But if they want to achieve their goal in long term too, they need to concentrate on those aspects as well. I agree that short term gain is also necessary because from short term gain, you get the power for planning on long term gain.
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