If your company has a reputation of not standing behind its products, selling is going to become harder, and more expensive, and your margins will go down. This

If your company has a reputation of not standing behind its products, selling is going to become harder, and more expensive, and your margins will go down. This is hard to measure accurately (people try with NPS, but that’s fraught with bias), so it might be hard to argue for spending more on customer satisfaction and a good reputation, if your org is trying to be metrics driven rather than intuition/principles driven. So basically, blame the MBAs :-)