From Call Center to Profit Center
http://whitepapers.silicon.com/0,39024759,60132742p-39000886q,00.htm

How Customer Service Builds Loyalty and Profits
http://www.dbmarketing.com/articles/Art183.htm

How to Build Profits? Let Service People Do What They Do Best
http://www.crmguru.com/editor/top_10/1605.php

How to Profit from Customer Service Recovery
http://meclabs.com/cgi-bin/pl/pl.cgi?rec

Profit from a Customer Service Recovery Program
http://customerservicezone.com/customerserviceguest/recovery.htm

Make a Profit with Customer Service
http://www.baergroup.com/files/CustomerService%20Screen.pdf

Leveraging Employee and Customer Satisfaction for Profit and Growth
http://www.exed.hbs.edu/programs/abs/print.html

Profit From Customer Relationship Management Solutions
http://integratedsolutionsmag.com/Articles/2000_01/000109.htm

Customer Satisfaction and Willingness to Pay
http://www.crmbuyer.com/story/46460.html

Improving Customer Satisfaction, Loyalty, and Profit
http://www.amazon.com/exec/obidos/tg/detail/-/0787953105/

The Service Profit Chain
http://www.amazon.com/exec/obidos/tg/detail/-/0684832569/

Customer Service Representative Salary Survey
http://payscale.com/salary-survey/aid-27584/raname-PROFIT/fid-6886

What Have You Done for Your Customers Lately?
http://clickz.com/experts/crm/traffic/article.php/3559376

Get That Customer Back
http://clickz.com/experts/crm/actionable_analysis/article.php/3529841