DeputyDawg, you mention Customer Service.
I went to a seminar about a year ago. BIG, famous business management, accounting, etc. firm.
The whole thing was bizarre. They, of course, stressed that an organization should always seek maximizing the bottom line, but they also spent considerable time
with the idea of doing away with true customer service and satisfaction.
I.e., there is an idea is propagating in the business world to eliminate customer service due to its adverse effects on the bottom line.
It is now more important than ever to be very astute in securing favorable terms and conditions.