This HBR article stresses the value of reducing customer churn as a core measure of service quality and a driver of profit.

"As a customer’s relationship with the company lengthens, profits rise. And not just a little. Companies can boost profits by almost 100% by retaining just 5% more of their customers."

It argues that tracking and acting on why customers leave not only improves quality but also boosts profitability by extending customer relationships.