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Figure 1From “What the customer relationship costs while it stays”

The loss has an address

Annual customer sales change after a salesperson departure, by replacement type. The existing-rep figure is statistically indistinguishable from zero.

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Figure 1The loss has an address

A bar chart of annual customer sales change after a salesperson departure at one U.S. distributor. Customers reassigned to a new hire: minus 21.6 percent, the marked bar. Customers reassigned to an existing rep: minus 11.0 percent, which is statistically indistinguishable from zero. The measured loss concentrates in new-hire reassignments.-22-20-18-16-14-12-10-21.6Reassigned to a new hire-11.0Reassigned to an existing repAnnual customer sales change (%)

Source: Shi, Sridhar, Grewal & Lilien (2017), Table 10: difference-in-differences estimates transformed as e^b−1; 830 disrupted customers against 1,615 matched controls at one Fortune 500 U.S. electrical-components distributor, noncompete in force. One firm; a disruption cost, not a defection cost.

PNG4:3, 1600 × 1200, with the title, the source line and the attribution set in the image isoglu-2026-what-the-relationship-costs-while-it-stays-fig01.png

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  • A SSGL17-C2 The reassignment losses, verbatim: "Customers reassigned to new hires exhibited a 21.6% sales loss, and those reassigned to existing sales reps exhibited an 11.0% sales loss", and the authors report the decay too: "for new hires, 12.5% sales loss over ten quarters vs. 21.6% for one year"Shi, Sridhar, Grewal & Lilien (2017), Table 10
  • A SSGL17-C5 The setting carries a legal constraint that bounds every reading of the result: "A noncompete agreement prevents departing sales reps legally from taking any" customers with them if they are hired by a competitorShi, Sridhar, Grewal & Lilien (2017), data section

Grades: A, verified against the printed page of the primary source · B, primary source, text layer only · C, authoritative secondary · D, reported.

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APA 7

Isoglu, S. (2026). The loss has an address [Figure]. isoglu.com. https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig01/

BibTeX
@misc{isoglu-2026-what-the-relationship-costs-while-it-stays-fig01,
  author = {Isoglu, Sinan},
  title = {{The loss has an address}},
  year = {2026},
  howpublished = {Figure 1, isoglu.com},
  url = {https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig01/},
  note = {From the essay {What the customer relationship costs while it stays}}
}
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  <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig01/">
    <img src="https://isoglu.com/social/isoglu-2026-what-the-relationship-costs-while-it-stays-fig01.png" alt="Figure 1: The loss has an address" width="3200" height="2400">
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  <figcaption>Figure 1: The loss has an address. Source: Shi, Sridhar, Grewal &amp; Lilien (2017), Table 10: difference-in-differences estimates transformed as e^b−1; 830 disrupted customers against 1,615 matched controls at one Fortune 500 U.S. electrical-components distributor, noncompete in force. One firm; a disruption cost, not a defection cost. <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig01/">View exhibit</a>.</figcaption>
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